Customer service is the rave these days, because we know it is what differentiates competing businesses. Guarantee Trust Bank Nigeria (Gtbank) has recently been trumpeting that they have gone “social”, meaning that you can both bank and reach customer support through the likes of Facebook and Twitter, but I think they should have focused on doing better the traditional one first. Technology is no replacement for mediocrity.
Before they automated their email support ticketing system, you would usually be able to reach a real human being who would take the pains to understand your problem, and eventually solve it. Now when you send a mail to either firstname.lastname@example.org or email@example.com, you can almost predict what will happen.
First you receive an automated email like this:
“Dear Name Surname,
Thank you for contacting Guaranty Trust Bank plc.
This is to acknowledge receipt of your e-mail captioned ”Subject” to which the reference number ##xyz## has been assigned .
You will receive a response to this mail within 24 hours.
We thank you for banking with GTBank and appreciate your patronage of our products and services.
Wouldn’t you rather bank with us?
This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any use of the email by you is prohibited. If you have received this communication in error, please notify the author by replying to this e-mail immediately.”
After this, someone is going to reply you giving a non-committal reply which (as they say) is “neither here nor there”, but really pushing the buck back to you. And then they will close the ticket…
They have never solved any real problem of mine in the last one year at least. They used to be better.
What is your experience?