Today’s guest on the Consumerism Commentary Podcast is Tom Dziubek, frequent host of this podcast and a recent customer service representative at one of the U.S.’s ten largest savings banks. Tom, Flexo and Bryan discuss what it was like behind the scenes, dealing with customers and working in a call center.
Behind the Scenes at a Bank, Tom Dziubek: S04E17 / 118
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Table of contents
[00:00] Introduction from Bryan J Busch
[00:37] Interview with Tom Dziubek
– [01:00] Tom’s position with the bank
– [02:03] Recommending new products to customers
– [03:31] What banking information is visible?
– [03:53] How does the bank know they’re hiring trustworthy people?
– [04:33] Tom’s changing opinion of banks
– [05:35] Incentives and goals for recommending products
– [06:32] Being trained as a Customer Service Representative
– [08:43] Answering customer questions and complaints about overdrafts
– [09:04] When do fees get refunded?
– [11:08] Checking your Available Balance is a mistake
– [13:57] Working in a call center is like “manufactured joy”
– [14:48] Forwarding trickier calls to a second tier
– [16:44] The best approach for asking to get a fee refunded
– [18:14] Bank errors and the customers’ responsibility
– [19:14] Different forms of overdraft protection
– [20:55] Providing you account information
– [22:05] Assessing a levy on an account
– [23:36] Even bad customers are beneficial to banks
[25:31] End
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Theme music by Mindcube.
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