I just got off the phone with a customer service rep. Now, prepared to be shocked.
IT WAS THE BEST CUSTOMER SERVICE EXPERIENCE I’VE EVER HAD.
Yes, it was that good. I’ve been searching around for a new bank account and a friend mentioned ING Direct. It turns out they offer 4.5% APY on savings accounts, which is a lot better then what I was getting at US Bank. What’s important here was the service. I was trying to set my new account up with my direct deposit and I just couldn’t find the information I needed online. (I know it’s there too because I’ve seen it before, so frustrating)
So as a latch ditch effort I called the 1800INGDIRECT (1-800-464-94198) and was anticipating being on the phone for 15 minutes or so before I was helped, or at the minimum legions of menus for me to go through so could “route my call to the correct representative”. The phone rang once, and then a very cherry voice greeted me and thanked me for calling and asked what she could help me with. ONE RING (that alone blew my mind) I asked my question and she took verified that I was a customer which is normally pretty boring and long but she was very quick and friendly about walking me through the correct steps. What impressed me the most, was not her friendliness (although important), nor her efficiency (though she was) it was the fact she was human. Yep, human. She didn’t sound like she was part of a scripted process, she even mentioned that a lot of people call in to get the information I was requesting. In making the process real, in responding like a person, I felt like one when I was done. She was pleasant to work with, and it was a great experience. I won’t hesitate to call back. You shouldn’t either.
So this begs the question, what are the crucial elements to great customer service?
Have a great day everyone.