What is wrong with customer retention team?

joannatan on 24/08/2011 - 22:04
Last edited 24/08/2011 - 22:05

today, i called my bank, i asked if he can waive the annual fee on my credit card this year, being told no, then he said why can't i just keep my card, coz he just redeem his rewards point and only pay $200 for return flight to usa, and cost him 80-100k rewards points (what the hell, call centre operator spend that much points just for return flight to usa???). then i just told him to close my account. once he close my account then he start asking me about home loan, personal loan etc. then i said i have small home loan with another bank and ready for investment property and he asked me many times to take pre approval loan with his bank (in my mind, you have refuse me as your loyal customer, why bother asked me to take another product from your bank?) i told him i got it last year, it should be expired now. then he said he can asked someone to call me in my convenient time. then i told him i m not ready yet and i am not sure in which state i wanna buy for the next one. at the end he gave up and hang up the phone. less than 5 minutes, he called me again and asked me if i was interested to speak with his financial planner, then i told him that i have degree in financial planning and i can managed my own financial matter. then he said his financial planner was expert bla bla bla. at the end, he knew that he can't convince me.

my point in here, what the hell this bank employ this idiot? can't he get some common sense or a bit logic when he refuse this customer, what is the logic this customer still want take some product from him. it is the same he close his door to me.

General Discussion

Comments

  • neil on 25/08/2011 - 02:08

    In summary, you called to cancel your card, and the rep tried to upsell you with other products? This doesn't happen to be Citibank? I used to call them to get a simple thing done and they would always try to sell me other stuff. Don't think you can blame the rep. He may have instructions/incentives to offer customers other products.

    • nats on 25/08/2011 - 09:57
      +2

      yep its called performance and if you don't track well your summarily disposed of and replaced by another mug… Oh and don't you dare ask for a day off after working a whole year without holiday that really pisses them off

  • pauly on 25/08/2011 - 02:57

    You're really patient to be taking the conversation that far. If it were myself, I would just tell them to bugger off after they cancelled the card. :)

  • joannatan on 25/08/2011 - 07:54

    It wasnt citi neil. Paul, i am a nice person And i dont like having argument with him. I just want this guy have a little understanding what he did to me earlier same as refuse me as their value customer, why bother to upsell something to me until he called for the second time, that is very stupid

  • scotty on 25/08/2011 - 09:28
    +1

    I used to think that only Citibank would do that as well. Until I tried to cancel my Westpac credit card a few weeks ago. Not to the point of calling back, but the usual upsells…

    I've got a few friends working in products in banks (CBA in this case), and they always complain about the stress of making the sales target, despite of huge profit posted by the bank every quarter. So for this call centre dude — it might just be the pressure from above when it comes to the month end.

    • arcticmonkey on 25/08/2011 - 20:33

      Exactly. Don't blame the little guy at the bottom who probably earns a base of around $40,000.

      Take your anger out on the one at the top making $16 million who gives himself a massive bonus.

      • Cheeper on 25/08/2011 - 21:18
        +1

        "Take your anger out on the one at the top making $16 million who gives himself a massive bonus.""

        We would all love to be able to do that but those gutter rats always make very sure that they are well away from the victims of their profit.
        The little guy at the counter has to take the bullet for the coward.

        • joannatan on 25/08/2011 - 21:28

          the little guys need to be smart. i was working in the call centre in the past, my target also high, the different is i was playing smart at that time, u need to know what is your customer need and just up sell the product that they need. if customer doesn't need anything, what is the point u sell something? example people that live from doll payment, you can see from their bank account, money in from centre link, at the same time within 30 minutes money gone. are you still offering to them insurance? personal loan? credit card? home loan? off course not.
          but if u see people got higher balance on their credit card, up sell them to refinance the cc to personal loan or home loan to get cheaper interest rate and warn them many times (to cover your self in the future) that once u transfer the loan, do not use their cc or reduce the limit. not a single month i have issue to hit my target, even i was on holiday, i still can met my target. amazing? thats not magic, that is what we call logic thinking, and sell product that the customer need, i never got scream from my direct customer, except sometimes get shit when other operator hang up the phone and the customer phone back and swearing non stop to me (if i was unlucky to pick up that phone)
          one more, in the past as u know most of the bank charge u overdraft fee when their account overdrawn, many of them are really poor, when they called me, most of the time, i just reimburse the fee as i have authority to do so. why? most of these people got credit with the bank, paying higher interest rate, most of them got less than $100 on their account, and the bank system wasn't live update, so sometimes they do withdraw money over than their account balance. it is not the customer fault, it is the bank fault, and why the bank still charging the customer another fee for bank that not adequate system in place to protect this customer account overdrawn.

      • joannatan on 25/08/2011 - 21:22

        i angry with him, coz his attitude. first he hang up my phone first then called me back, and the tone become sour when i told him upfront that i don't want to pay my annual fee and he start talking bs, about he just redeeming 80-100k points and he just need to pay $200 to get return flight to LA. then this is not stop, as i told him i am not ready, but still want me make appointment with his lender, as i told him on the phone conversation when he still in the process closing my account, i told him i will close my other account with your bank, which part of my comment that he doesn't understand? it seems he really doesn't understand what he did. and i was surprise when he called me the second time just to asked me about financial planner. i told him, your financial planner is not objective, and he said his financial planner is expert on his field bla bla bla, then i told him, i can manage my own finance, as you can see on my credit card, i always paid full balance every month and i never paid my annual fee since i join ur bank. then he shut up and finish the conversation.

  • battler on 25/08/2011 - 09:54

    banks employing idiots? surely not !!!!

    • joannatan on 25/08/2011 - 21:29

      if u worked at my previous bank, you might change your mind.

  • Tal_Shiar on 25/08/2011 - 14:31

    I would hazard a guess it's nab, they tried very hard to keep my credit account open, I think I was put through about 3 ppl that all brought up my account summary and asked me repeatedly if I was sure

    • joannatan on 25/08/2011 - 14:52

      if he waive my card annual fee this year, for sure i will keep that card open, but his attitude and just process to close my account with confirmation and he still try to upsell stupid product to me and still call me back for another upsell product that he forgot. it is stupid beyond any mean.

  • dazzza on 25/08/2011 - 22:38

    This makes interesting reading. Been with my bank my whole life (one of the big 4), and just about jack of their fees, charges, garbage etc. I too am going to try and get my credit card annual fee waived, if it doesnt work, most likely pull the lot from them and go elsewhere. Just have to be prepared and ready to do it on the spot.

    • joannatan on 25/08/2011 - 23:42

      it is depend on ur luck mate, it is not about the bank, most of this operator got discretion if they really want to help their customer, as i said on the other post, i can refund the overdraft fee without asking my team leader/ manager on duty. you got 30-40 operator, no way you need ask your manager all the time to waive the fee.

  • arcticmonkey on 26/08/2011 - 18:08

    I tried to get my annual fee waived with CBA and had no luck. Changed my account to a fee free at a different bank.

    Oh well. As long as it funds the extravagant $16 million dollar lifestyles of those at the top.

    • joannatan on 27/08/2011 - 00:27

      i got a friend that work at cba retention team, they don't have policy to waive cc fee.

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