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What Customer Service Means to ME - Term Paper Example

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Customer service exists to serve the customer and not to throw attitude at them. Customers are aware that not all problems can be solved at the customer service level but they are happy if a little empathy is shown to them. …
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What Customer Service Means to ME
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"What Customer Service Means to ME"

Download file to see previous pages I immediately logged into my checking account to see what it was referring to, and to my shocking surprise, there was a check scheduled to be sent to PSE&G for $19,589.00 for Novembers billing statement. So I immediately tried to edit the error to the correct amount of $195.89, but the online bill pay would not allow me to correct the error. So I then contacted the customer service at Bank of America to assist me in correcting this error or cancel it. After speaking to several customer service reps, I still got the same answer from each one, “sorry you had plenty of time all week to correct it, and it is now in the system and will be processed”. So then I called the customer service dep’t at PSE&G to explain what’s happening and see if they can help stop this train wreck. Well, guess what, I practically got the same responses from their customer service reps, but with even a bigger attitude. They told me “well when we get the check, we’ll going to process it because it’s our money”.
Now this is after they’ve confirmed that the bill was only for $195.89. So after being on the phone with both companies for about 3 hours total on a Friday night, I immediately stopped all of my current transactions for the rest of the month with the online bill pay system. ...
But he did tell me “don’t worry about it, I can see it’s an simple error, and it’ll be rejected because you didn’t have enough funds to cover it - it’ll just bounce back to them for insufficient funds. You should keep an eye on the account to inform us when it was submitted for payment”. Well I did just that, I kept my eye on my account every day the following week to see when it get submitted for payment. The check was schedule to be sent out that following Monday December 3rd, and the check was submitted by PSE&G that same day. So I called the branch manager concerning the check, and he informed me that he already bounced the check back to PSE&G for insufficient funds. He also told me to look for it again for the 2nd submission for payment, so he can do the same. That Wednesday, PSE&G submitted it again for the payment, and the branch manager did what he promised to me would do - send it back for insufficient funds. So now I’m relaxing the train wreck has been avoided, but was it? Come Friday, I get a call from the central office of Bank of America, that they have started proceedings to collect on an outstanding balance of insufficient funds for a check that was deposited and processed a 3rd time by PSE&G, and they demand payment or else. Now I’m in shock, amazed and very pissed off with what was just said to me by some numskull who doesn’t have any common sense to review what’s been going on. So I gave him a few choice words and told what I think of him and the bank because it’s obvious that one hand doesn’t know what the other hand is doing, and that there weren’t any note, warnings or flags posted to my account for these Moran’s to stop ...Download file to see next pagesRead More
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