Comments on: Natwest “Actionline” Telephone Banking http://ealing.wordpress.com/2006/02/08/natwest-actionline-telephone-banking/ Ealing is a long way away, y'know Wed, 27 May 2009 14:34:45 +0000 http://wordpress.com/ hourly 1 By: ealing http://ealing.wordpress.com/2006/02/08/natwest-actionline-telephone-banking/#comment-6555 ealing Wed, 27 May 2009 14:34:45 +0000 http://ealing.wordpress.com/2006/02/08/natwest-actionline-telephone-banking/#comment-6555 I was going to add a comment to this old post saying that I had got somethign done via Actionline. I got through to a human quickly, she explained my options to me, and really did seem to want to help me. She told me to go along to my nearest branch, where they could print a statement for me and stamp it. Went to the branch, was told it was impossible. Another 15 minutes of my life wasted by Actionline. I will be leaving this bank fairly soon now. Seriously Natwest, what's so difficult about making sure your customer-facing staff know how the bank works? I was going to add a comment to this old post saying that I had got somethign done via Actionline. I got through to a human quickly, she explained my options to me, and really did seem to want to help me.

She told me to go along to my nearest branch, where they could print a statement for me and stamp it. Went to the branch, was told it was impossible. Another 15 minutes of my life wasted by Actionline.

I will be leaving this bank fairly soon now. Seriously Natwest, what’s so difficult about making sure your customer-facing staff know how the bank works?

]]> By: Pedros143 http://ealing.wordpress.com/2006/02/08/natwest-actionline-telephone-banking/#comment-6510 Pedros143 Mon, 04 Aug 2008 09:26:01 +0000 http://ealing.wordpress.com/2006/02/08/natwest-actionline-telephone-banking/#comment-6510 I have been with Actionline for over 12 years and I would not use anything else.. they have not missed anything or screwed up..if you hold for a human you always get someone who appears to enjoy their job! Sorry to hear of any problems... I have been with Actionline for over 12 years and I would not use anything else.. they have not missed anything or screwed up..if you hold for a human you always get someone who appears to enjoy their job! Sorry to hear of any problems…

]]> By: LiNCOLN PARK http://ealing.wordpress.com/2006/02/08/natwest-actionline-telephone-banking/#comment-6508 LiNCOLN PARK Tue, 29 Jul 2008 00:33:49 +0000 http://ealing.wordpress.com/2006/02/08/natwest-actionline-telephone-banking/#comment-6508 July, 2008 -- Just who ARE those people you call every day -- who give you troubleshooting tips, sales slogans, prepaid phone minutes driving directions and bank balances? Have you ever wondered where THEY go once you hang up the phone? HANDLE TiME (ISBN-13: 9780615215181) -- the third novel by coveted, cult-pen, LiNCOLN PARK -- is the saucy and searing story which unmasks the inner workings, deep dishes and policy wonkings of a nationwide call center. PARENTAL ADVISORY Available at amazon.com and bn.com See the Video on YOU TUBE July, 2008 –

Just who ARE those people you call every day — who give you troubleshooting tips, sales slogans, prepaid phone minutes driving directions and bank balances?

Have you ever wondered where THEY go once you hang up the phone?

HANDLE TiME (ISBN-13: 9780615215181) — the third novel by coveted, cult-pen, LiNCOLN PARK — is the saucy and searing story which unmasks the inner workings, deep dishes and policy wonkings of a nationwide call center. PARENTAL ADVISORY

Available at amazon.com and bn.com See the Video on YOU TUBE

]]> By: john stafford http://ealing.wordpress.com/2006/02/08/natwest-actionline-telephone-banking/#comment-6346 john stafford Mon, 07 Jan 2008 18:21:00 +0000 http://ealing.wordpress.com/2006/02/08/natwest-actionline-telephone-banking/#comment-6346 Firstly thanks for sharing your problem. While I guess I don't so much agree that's not to mean your complaint is invalid. It's almost impossible to tell that a problem is caused by the company(which can be helped) or the situation/environment (which can't). I do agree, however that it's usually how the system's designed and not the staff. My opinion on the issue is: To keep the increases in productivity in the West, labour has become more specialised. The result being more efficiency and cheaper prices with the downside of having to wait longer or pay higher to get the correct expert service. Just having to wait a day to get the right specialist advice for something that's not an emergency but still complicated doesn't seem wrong especially if you called in the evening. Firstly thanks for sharing your problem. While I guess I don’t so much agree that’s not to mean your complaint is invalid. It’s almost impossible to tell that a problem is caused by the company(which can be helped) or the situation/environment (which can’t). I do agree, however that it’s usually how the system’s designed and not the staff.

My opinion on the issue is:
To keep the increases in productivity in the West, labour has become more specialised. The result being more efficiency and cheaper prices with the downside of having to wait longer or pay higher to get the correct expert service.

Just having to wait a day to get the right specialist advice for something that’s not an emergency but still complicated doesn’t seem wrong especially if you called in the evening.

]]> By: James Printer http://ealing.wordpress.com/2006/02/08/natwest-actionline-telephone-banking/#comment-2029 James Printer Tue, 24 Apr 2007 20:05:17 +0000 http://ealing.wordpress.com/2006/02/08/natwest-actionline-telephone-banking/#comment-2029 Closing an account isn't a simple request. Closing an account isn’t a simple request.

]]> By: ealing http://ealing.wordpress.com/2006/02/08/natwest-actionline-telephone-banking/#comment-365 ealing Sat, 02 Sep 2006 12:43:10 +0000 http://ealing.wordpress.com/2006/02/08/natwest-actionline-telephone-banking/#comment-365 Believe it or not, I don't blame the people who answer the phones for the inadequacy of the service. I've worked in a call centre before, and I know how much say the people on the phones get in how things work. I blame the people who design the customer contact processes. Also, I can see that I didn't make it clear that my personal banking manager wasn't available - my bad. My complaints are that: - I was routed through to someone that couldn't help me, and was told that I would have to wait for a dayshift for what I thought was a simple request, and - Since I passed some magical income threshold, it's harder to get many services from Natwest, as I'm always referred to one of a small number of people. I don't find this helpful - I believe I was better off in service terms before I had a personal banking manager. Believe it or not, I don’t blame the people who answer the phones for the inadequacy of the service. I’ve worked in a call centre before, and I know how much say the people on the phones get in how things work. I blame the people who design the customer contact processes.
Also, I can see that I didn’t make it clear that my personal banking manager wasn’t available – my bad.

My complaints are that:
- I was routed through to someone that couldn’t help me, and was told that I would have to wait for a dayshift for what I thought was a simple request, and
- Since I passed some magical income threshold, it’s harder to get many services from Natwest, as I’m always referred to one of a small number of people. I don’t find this helpful – I believe I was better off in service terms before I had a personal banking manager.

]]> By: Jackie Walker http://ealing.wordpress.com/2006/02/08/natwest-actionline-telephone-banking/#comment-364 Jackie Walker Sat, 02 Sep 2006 10:40:25 +0000 http://ealing.wordpress.com/2006/02/08/natwest-actionline-telephone-banking/#comment-364 Sorry that you had bad service from Actionline, but I have always received a courteous response from whomever answers the calls. Unfortunately, in the real world, it is virtually impossible to get the level of service to suit all of our needs, as they are so varied, and it wasn't that your questions/actions could not be met, just that you wanted them to be met by one person at the time of your call. You did not want to be helped further by being passed onto another person that could help you further. You were offered the option to be passed onto the person who could further your queries, but you obviously felt that the person who answered you call should be able to deal with everything. If this were the case, and you were dealt with by the operator, you would have held up the call queue, and then you would have said that it was hours before you call was taken, so the operator is in a no win situation. I can only assume that in whatever line of business you are in you are able to take a client or customer through from point of contact through to a mutually happy conclusion on all occassions to all events and queries, to which you should be applauded, but because you are in a position to do so, please be a little more lenient with those who are struggling to work under the restraints of their job confinements. I should also imagine that if you were as short tempered and sarcastic with the person who took your call as your written words demonstrate, she/he was probably glad to get you off the line! Sorry that you had bad service from Actionline, but I have always received a courteous response from whomever answers the calls. Unfortunately, in the real world, it is virtually impossible to get the level of service to suit all of our needs, as they are so varied, and it wasn’t that your questions/actions could not be met, just that you wanted them to be met by one person at the time of your call. You did not want to be helped further by being passed onto another person that could help you further. You were offered the option to be passed onto the person who could further your queries, but you obviously felt that the person who answered you call should be able to deal with everything. If this were the case, and you were dealt with by the operator, you would have held up the call queue, and then you would have said that it was hours before you call was taken, so the operator is in a no win situation. I can only assume that in whatever line of business you are in you are able to take a client or customer through from point of contact through to a mutually happy conclusion on all occassions to all events and queries, to which you should be applauded, but because you are in a position to do so, please be a little more lenient with those who are struggling to work under the restraints of their job confinements. I should also imagine that if you were as short tempered and sarcastic with the person who took your call as your written words demonstrate, she/he was probably glad to get you off the line!

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