what makes good customer service - loan companies and brokers

universitygirl88

Hi am a currently completing a university degree and part of by course is to look at customer service. I have decided to specifically research customer service with regards to loan companies and brokers. So I was wondering if you had had any experience of these types of companies and if you could tell me what you liked/disliked about them and what you think would make there service better. This can be anything in relation to:

• how you were spoken to on the phone
• being charged a fee - when is the best time for the fee to be charged
• refunds - what do you think the best policy is
• time for the loan to be paid out
• correspondence - whats the best, e.g. text, phone, mail, email etc.
• what do you expect to get for your money
• anything else you can think of

Your help would be much appreciated!

Apples2

You could sit and wait for the answers to come to you.... or you could search this forum and have a read up yourself.

Blimmin' lazy students!!

universitygirl88

I have obviously been reading up on the subject looking at various companies and their reviews. However I just wanted to know exactly what people think of the service they're getting. I've seen loads on complaints about different companies but few people have expressed how they think services can be made better.

~Brock~

universitygirl88 wrote: »

I have obviously been reading up on the subject looking at various companies and their reviews. However I just wanted to know exactly what people think of the service they're getting. I've seen loads on complaints about different companies but few people have expressed how they think services can be made better.

That's the way of the world and human nature.

Most people are either happy or 'satisfied' with the service they receive but they become the silent majority, because it's only when the odd individual gets 'a right bob on' that they see fit to scream from the roof tops on forums such as this.

They also tend to attract the media attention more, knowing that joe public doesn't want to read about 'someone who thinks they receive good service' as part of their daily dose of gossip, scandal and tits.

You could try sending polite letters to marketing departments of the larger UK lenders or banks explaining your purpose - they may be able to help share with you some of the work that they undertake which will often include establishing customer satisfaction levels generally, which would also be expected as part of the FSA's TCF requirements.