KMC from Advanced Personal Finance shared a stroke of genius by a USAA customer service representative. When he called the bank to undo a theoretically costly mistake, the representative offered to fix the problem in a way he didn’t even know was possible. While KMC simply wanted to un-cancel his oldest credit card, the employee not only reinstated the card but converted it to a rewards program.
I can only think of one example of a customer service representative going above and beyond in my experience, and it isn’t even that significant. My brick-and-mortar savings account was charged $4 for some sort of unidentified fee last year. I called to inquire about the fee and the Wachovia employee refunded it and somehow placed a “note” within my account information that would prevent me from receiving any fees in the future. That’s not a bad deal.
Feel free to share any positive customer service experiences, in which the employee goes above and beyond the call of duty without being asked, particularly those experiences dealing with banks.
Updated September 30, 2007 and originally published August 11, 2007. If you enjoyed this article, subscribe to the RSS feed or receive daily emails. Follow @ConsumerismComm on Twitter and visit our Facebook page for more updates.