So after yesterday’s rant about issues with a certain bank (some of which I acknowledge were not the bank’s fault, per say) I wanted to take the time to give full credit to a local bank who has amazingly excellent customer service, even for their non-customers.
After my initial tweet, a representative from Landmark Bank contacted me on twitter, leading to a day long conversation and an e-mail addressing my specific needs. And I’m not even a customer. Landmark Bank saw I problem, offered a solution (several in fact) and has continued to provide answers to every question I’ve asked, even if the representative had to ask someone else.
Not only are they using social media to their advantage, I am sure they are getting results. I am curious how many other potential customers they have engaged this way. A far cry from the other bank’s “how can I help you” stream of non-interaction.
Honestly, all I wanted yesterday was to talk to a real person. Some one who could say, we don’t have any control over when the alerts are sent, it is all automated. Here’s exactly what happened. We’re sorry this happened to you, but it isn’t our fault. I would have been fine with that answer. When I didn’t reach anyone on the phone (and can’t spend a half hour on hold or get to the bank during “banking hours”), I tried social media.
I just wanted an explanation, which I still have not received.