The Big banks don’t get a lot of praise these days, but I had an experience today that was really exceptional. (I really wish I could recall the individual’s name that I dealt with, because she deserves to be recognized)
I had gone into the RBC Kanata branch to send a wire transfer to one of our US trainers. The transfer fees, including a random $18 surcharge from a US clearing company, was going to be somewhere in the vicinity of $60. The CSR had gone partway through the process, then excused herself to speak with a colleague. She returned with an idea.
“Mr. Belding, if it’s not urgent, would you consider us doing a US bank draft instead? It would be a fraction of the cost.”
It turned out to be a savings of over $40. All because someone at the branch thought to look after our interests, instead of simply processing the order. Bravo RBC! THAT’s great customer service!
Are you looking for customer service training for your team or company? Look to the world leader in customer service training: Belding Skills Training & Development
Looking to measure your customer experience? RetailTrack is a world leader in Mystery Shopping and Voice of the customer research.