As a part of my plan this afternoon to finally do some things that I have been putting off for too long (taking advantage of the fact that I had scheduled myself until 5:00 this afternoon for my psychology exam and finished early), I went to the Bank of America web site to redeem the World Points on my credit card for the first time and discovered that I could get $120 in cash for them. But I could not figure out how to actually accomplish this - I kept being shuttled between two different pages, neither of which had any obvious place to request my money. Additionally, I discovered that an ancient credit card I had not used since 2001 was appearing on my account and I wanted to close that sucker, but again, could not figure out how to do this online. (However, I was able to make my payment for my current credit card online for the first time since my account was purchased by BOA; there was some kind of screw up in the system that meant we ex-MBNA people were unable to have full functionality for a while, as I understand it.)
So I called the 800 number and settled in for a long wait, but within two minutes, I had a human being on the phone who took care of both pieces of business in just over three minutes. Customer satisfaction is generally viewed as the result of a gap analysis of customer expectations versus experience; in this case, low expectations combined with a truly excellent experience combined to make me actually mean it when I responded with "You too" to her suggestion that I have an "exceptional weekend."
Now if only their web team could get their shit together, I'd be thrilled.
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