What's not dead: Good old-fashioned customer service

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Good Customer Service Keeps Me Around

I agree 100% with they synopsis of your article
- good customer service in the end is more
valuable to customer retention than any amount
of social networking.

For example, I do all of my banking through
Charles Schwab. I technically started when my
parents set up a trust account to invest all
the free money the state of Alaska gave me as a
child for living there. But, once I was on my
own I saw that they had an interest yielding
checking account that had no minimum balance
and no monthly fees. I grabbed that in a
heartbeat (the APY at that time was like, 4%).
Since then I have had to close a brokerage
account, transfer the funds to another
brokerage account, obtain tax information from
the closed brokerage account several months
later, sell some CDs before they matured, add
my wife to my account, etc... Every time I
call Schwab my time on hold is less than 20
seconds. I'm connected to an American who
speaks clearly and is helpful. When they can't
help me, they tell me so and transfer me
(correctly every time I might add) to the right
person for the job. They're courteous and
always end up handling the situation. Charles
Schwab will always be my bank (did I mention
they pay all your ATM fees from using a non-
Schwab ATM?) but not because of the interest or
the paying of fees or whatever - because of the
level of customer service I receive from them.

Posted by: p0figster   Posted on: 05/08/09 You are currently: a Guest | Members login | Terms of Use

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