this post was submitted on 16 Nov 2023
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Worked at a bank as a teller. Would get threatened. People would complain and then threaten to take all their money out of their accounts.
“No problem, would you like that in cheque or cash?” Was my favourite.
There was a story of this guy who called customer service to complain about TV cable quality or something, threating them to cancel the contract. They went ahead and cancelled it and he retracted, saying that they should've offered a price drop, but it was too late, he would have to wait for an "installer" to visit him.
I know this story... but from the other side. A friend of mine was the support agent on the other end of this scenario. Had a customer call in, go on an abusive rant, then threaten to cancel. He just cancelled them on the spot and told them the whole be a reconnect fee if he wanted to restore services.
He got in trouble for that one, but absolutely worth it.
Is that how you close an account at a retail bank? Last time I did that it required sitting down with a manager and I still had to go in twice before they actually did it.
It’s the first step, and it’s the step the customer thinks is going to have some big impact.