Comments on: Ken Lewis and customer service http://blogs.reuters.com/commentaries/2009/10/01/ken-lewis-and-customer-service/ Now raising intellectual capital Sun, 08 Nov 2015 08:31:30 +0000 hourly 1 http://wordpress.org/?v=4.2.5 By: CougarWitStyle http://blogs.reuters.com/commentaries/2009/10/01/ken-lewis-and-customer-service/comment-page-1/#comment-5597 Thu, 08 Oct 2009 01:42:14 +0000 http://blogs.reuters.com/commentaries/?p=4761#comment-5597 I am currently involved in a mortgage finance arrangement through BoA, which has JUST completed “swallowing” yet another large Bank. BoA doesn’t even try to pretend to care about ANY customer needs… it is clear that They will behave as it pleases Them. In my particular case, it makes no sense because Their actions/inactions are actually costing them 10’s of thousands in income, but They say “We don’t care.”

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By: Former Employee http://blogs.reuters.com/commentaries/2009/10/01/ken-lewis-and-customer-service/comment-page-1/#comment-5370 Fri, 02 Oct 2009 19:19:45 +0000 http://blogs.reuters.com/commentaries/?p=4761#comment-5370 Having worked for Fleet, then BofA, I can say that one of the most basic reasons for the decline in customer centricity is that BofA puts almost ZERO dollars in training of employees. Fleet, towards the end, put millions of dollars in employee training and customer service initiatives and it was starting to show.

That was before BofA came in. The only training is basic, with no emphasis on customer service and other intiatives. Even now, the branch staff is expected to sell products and services which they have had NO training on as far as what the product/service entails, or even how the establishing of the account should be handled.

For example, thousands of mortgage applications are falling through the cracks because of lost documents and the fact that the branch and processing staff were never properly trained.

All the money/profits went into acquisitions…

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By: Tom Vander Well http://blogs.reuters.com/commentaries/2009/10/01/ken-lewis-and-customer-service/comment-page-1/#comment-5342 Fri, 02 Oct 2009 01:59:17 +0000 http://blogs.reuters.com/commentaries/?p=4761#comment-5342 You hit the proverbial nail on the head. I started to see the huge downturn in BoA’s service about five years ago. There was clearly no commitment to service. Their policies and procedures were not customer-centric.

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By: yr http://blogs.reuters.com/commentaries/2009/10/01/ken-lewis-and-customer-service/comment-page-1/#comment-5335 Thu, 01 Oct 2009 18:44:52 +0000 http://blogs.reuters.com/commentaries/?p=4761#comment-5335 I became a BofA customer exactly the same way you did, and generally speaking, I’d say their customer service is fairly good, and their ATMs are good as well – especially the new ones that let you deposit checks.
The problem is that Ken Lewis depleted BofA of its main asset: dollars the bank can lend to customers, and service or not – if you’ve got nothing to sell, or rent, you’re no good. This is why this guy had to go, as far as I’m concerned.

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