Experience with of a renowned multinational bank - My relationship dates back to 2005 for banking and 1995 to credit cards. 1) For May and June, my account had been debited for Rs.500 + Service tax. When questioned, I was told that there was a (Unilateral) change in the type of account and hence I needed to maintain a certain NRV (Net Relationship Value) 2) The communication regarding the same was sent to my address and in Delhi , which I have changed in bank records at least 4 times in last 2 years. 3) Fortunately they accepted the mistake and reversed the charges. Also I restored the so called ‘NRV’ as per their instructions. 4) This month again, I found the same debit in my account. I questioned again and this time spoke with 3 different persons, thanks to failure in telephone line. One of them was supposedly the senior. I got to know 5 different ways of calculating the NRV, from 3 persons. For each of the versions given to me, I proved to them that their calculations were wrong, leave aside the fact that none of them could convince me on how MONTHLY NRV calculations are based on 33 days period. 5) Finally the call got DISCONNECTED again and I received the message and somebody would get in touch with me within next 24 hours. All the fundamentals of customer service, brand value, ownership, competency mapping and matching, leadership without title etc. have got no meaning if it is not practiced
Posted on: Tue, 06 Aug 2013 11:37:34 +0000
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