Here'a a scenario that was originally sent to me a couple of years ago. I've shown it to over 5000 people and it occurred to me that this blog is a good way to show it to even more. I have two people role play it in my Customer Service Training programs and keynote speeches. It's a classic example of what can happen when an organization fails to hire the right people, train people properly, get people to "buy in" to a culture of service (or fails to have such a culture), fails to empower people, or is gulity of some combination of all the above. It gets a lot of laughs but it's deadly serious as well. Enjoy!
This is so priceless, and so easy to see happening, customer service being what it is today.
A lady died this past January, and Citibank billed her for February and March for their annual service charges on her credit card, and then added late fees & interest on the monthly charge. The balance had been $0.00, now it'ssomewhere around $60.00.
A family member placed a call to Citibank:
Family Member: "I'm calling to tell you that she died in January.
Citibank: "The account was never closed and the late fees & charges still apply."
Family Member: "Maybe you should turn it over to collections."
Citibank: "Since it is two months past due, it already has been."
Family Member: So, what will they do when they find out she is dead?"
Citibank: "Either report her account to the frauds division or report her to the credit bureau; maybe both!"
Family Member: "Do you think God will be mad at her?"
Citibank: "Excuse me?"
Family Member: "Did you just get what I was telling you . . . the part about her being dead?"
Citibank: "Sir, you'll have to speak to my supervisor"
Supervisor gets on the phone.
Family Member: "I'm calling to tell you, she died in January."
Citibank: "The account was never closed and the late fees & charges still apply."
Family Member: "You mean you want to collect from her estate?"
Citibank: (Stammer) "Are you her lawyer?"
Family Member: "No, I'm her great nephew." (Lawyer info given)
Citibank: "Could you fax us a certificate of death?"
: "Sure." (the fax number is given)
After they get the fax ...
Citibank: "Our system just isn't setup for death. I don't know what more I can do to help."
Family Member: "Well, if you figure it out, great! If not, you could just keep billing her. I don't think she will care."
Citibank: "Well, the late fees & charges do still apply."
Family Member: "Would you like her new billing address?"
Citibank: "That might help."
Family Member: "Odessa Memorial Cemetery, Highway 129, Plot Number 69."
Citibank: "Sir, that's a cemetery!"Family Member: "What do you do with dead people on your planet?"
What fun it is dealing with "customer service"
Saturday, February 6, 2010
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What Did My Clients Say?
Very worthwhile…highly recommended to anyone who values customers.” -Julian Peebles, Ruth Lilly Health Education Center
“Thanks again for the wonderful presentation. It was exciting that our employees were fired up and began to think forward and place themselves mentally into some of the situations they may encounter at Victory Field.” -Randy Lewandowski, Assistant General Manager Indianapolis Indians
“…the overall attitude of our management team is much more positive…and the team is much more aggressive in tending to clients ‘and guests’ needs.” -Chuck Lazarra, President, Ritz Charles
“Danny is an excellent presenter who understands the benefit of high quality customer service. He relayed heartfelt stories that translated to our business and reinforced the impact that each of us has on customer service and its effect on our success.” -Doug Ruggles, Corporate Training Director, F.A. Wilhelm Construction Co., Inc.
“Your talk was very insightful and right on point. It also was entertaining and a lot of fun. The points you made were simple but highly effective. Your expertise in the area of customer service was obvious.” -Chad Wilke, Senior Event Coordinator, Indiana Convention and Visitors’ Bureau
“Danny is a delight—so full of energy—you feel inspired after spending just a few minutes with him. And there were several great pearls that I walked away with.” -Pam Bales, Consultant, Benefit Associates
“We have worked with many consultants over the years, but none more energetic than Danny. He worked diligently with us beforehand to model the program to our specific needs… From the President to the newest supervisor, we are all excited to begin implementing what we learned tomorrow morning! …..” -Rick Roberts, Vice President, Engledow Group
“I am also conducting the first Team Leader Training Class tomorrow. With a little help from the Danny O Experience I think it will be a hit! Thanks for being such a great motivator!” -Michelle Nichols, Corporate Trainer, Ossip Optometry
"I know some of you have brought in speakers in the past to inspire your staff. As you probably know, I’m difficult to impress. Well, Danny impressed me. For one thing, he’s one of you and not just another speaker. He made me wish I was working back in the stores. And for you wholesalers, he’s would be a great motivator for speaking to your independents. He got huge applause from the WGA retailers. I definitely see you having some quick payback having him speak." -Dave Livingston, DJL Research, LLC
“Thanks again for the wonderful presentation. It was exciting that our employees were fired up and began to think forward and place themselves mentally into some of the situations they may encounter at Victory Field.” -Randy Lewandowski, Assistant General Manager Indianapolis Indians
“…the overall attitude of our management team is much more positive…and the team is much more aggressive in tending to clients ‘and guests’ needs.” -Chuck Lazarra, President, Ritz Charles
“Danny is an excellent presenter who understands the benefit of high quality customer service. He relayed heartfelt stories that translated to our business and reinforced the impact that each of us has on customer service and its effect on our success.” -Doug Ruggles, Corporate Training Director, F.A. Wilhelm Construction Co., Inc.
“Your talk was very insightful and right on point. It also was entertaining and a lot of fun. The points you made were simple but highly effective. Your expertise in the area of customer service was obvious.” -Chad Wilke, Senior Event Coordinator, Indiana Convention and Visitors’ Bureau
“Danny is a delight—so full of energy—you feel inspired after spending just a few minutes with him. And there were several great pearls that I walked away with.” -Pam Bales, Consultant, Benefit Associates
“We have worked with many consultants over the years, but none more energetic than Danny. He worked diligently with us beforehand to model the program to our specific needs… From the President to the newest supervisor, we are all excited to begin implementing what we learned tomorrow morning! …..” -Rick Roberts, Vice President, Engledow Group
“I am also conducting the first Team Leader Training Class tomorrow. With a little help from the Danny O Experience I think it will be a hit! Thanks for being such a great motivator!” -Michelle Nichols, Corporate Trainer, Ossip Optometry
"I know some of you have brought in speakers in the past to inspire your staff. As you probably know, I’m difficult to impress. Well, Danny impressed me. For one thing, he’s one of you and not just another speaker. He made me wish I was working back in the stores. And for you wholesalers, he’s would be a great motivator for speaking to your independents. He got huge applause from the WGA retailers. I definitely see you having some quick payback having him speak." -Dave Livingston, DJL Research, LLC
A friend of mine had a family member pass away at a local hospital last year and there was no estate. They are continuing to invoice the now deceased individual.
ReplyDeleteOn my to do list now is to jump in and write a few simple letters on their behalf advising that invoicing the person is unlikely to result in a satisfactory outcome.
Lol! I really can't help to laugh while reading the conversation. Anyway, Customers do not expect perfection, however, they do require a sincere and consistent effort on their behalf. Thanks for sharing.
ReplyDelete-fern-
After 8 years plus, with the Customer Service of a multi-national company I can appreciate the "wooden language" used by the customer service rep. of the above story. Unfortunately, still today you may find the same reaction by top multi-national companies. Obviously the ideal training scheme has not been yet ... invented. Nevertheless, I have to mention that perhaps Citibank was not the perfect name to be used as an example. I happen to be a Citi customer since years and (at least) the Greek speaking agents of Citi have serviced me the most satisfactory way ever. Thanks for the funny story though.
ReplyDelete