Giving Citi some credit
March 17, 2007 1 Comment
It’s easy to pick on the foibles of various companies when they do something wrong. But it’s always nice to point out when a company does something right.
I recently got a Citibank credit card. I had a minor issue to clear up, so I called the toll-free number shown on the card. From there, FOUR things went right:
1. Almost immediately on the automated phone system, the option was given to reach a human being. Having just yesterday been through touch-tone purgatory with my ISP, this was a refreshing change.
2. A person picked up right away. On a Saturday morning. Nice.
3. As I explained the situation, she instantly understood the issue and said she’d take care of it. No fuss, no muss. Nice job, Yvonne.
4. Then, when I mentioned one slight anomaly on the website when I logged in, she said she’d have the web person take care of it right away.
How to build customer appreciation and loyalty? Here’s a good 4-part starting point!