why do people get so offended and angry when i tell them they can't have an overdraft

mayfair1985

Voyager2002 wrote: »

You forget that they may have been kept on hold for goodness knows how long before they speak to you. No matter how good their mood may have been when they dialled the number, that kind of treatment brings out the worst in even polite people.

Personally, I refuse to telephone banks and utilities (particularly when they use premium-rate number) to avoid this kind of frustration. Sadly, many of them can't be bothered to answer emails.

Unless you put the phone down, ALL of our calls are answered within 20 seconds, by a person, even if it's just to advise that no one is available and arrange a call back.

Rupert_Bear

ses6jwg wrote: »

If somebody comes into the branch to apply for an overdraft/ change to an overdraft it is always myself that they see and it runs something like this

Customer: Hello I would like to talk to somebody about my overdraft.

Myself: Not a problem Sir, we are quite quiet this afternoon so I can take a look at it today for you/ we will however need to make you an appointment as we are quite busy today, when would suit you best?

*sit customer down*

I then proceed just to have a chat with them, listen to what they have to say, and identify that an overdraft extension really is the most suitable thing for them, in some instances as credit cards give you 56 days interest free, a credit card with a low limit can occassionaly be a better option than an overdraft. Also get an idea of their financial situation, do they have savings, do they have existing debts e.g. loans or credit cards that they are paying interest on?

I would then have a chat about their existing account and run over the charging structure both for the arranged and unarranged overdraft.

When the application goes through, and is declined, I try to be sympathetic and explain that we can't go anything for them today, however they are entitled to appeal should they so wish but again no guarantee it will be upheld. I usually then give them a fact-sheet on credit scoring and how it can affect an application, and suggest they take a look online at their Experian for anything untoward.

I would also aim to determine if they have the correct account for their needs, as some current accounts offer lower arranged and unarranged overdraft charges than others.

All of the above could be done by a cashier at the front desk, simply looking at a screen and saying "No, the computer says you cannot have a larger overdraft, sorry" - but doing it this way is poor customer service and doesn't help the customer find any solutions.

Me being the Sir would prefer to just do it all online. Cuts out all the small talk.

IrishGypsy

Having worked in a call centre before (and also for a bank - my current role), I've learned to appreciate the fact that they're just doing their job (which is most likely rubbish pay) and I'm as polite as is possible (even if I'm really peeved at the company they're working for). At the end of the day, it's a job and they're not there to be abused.

But I get it when people come to me as annoyed as hell over something or being refused an overdraft/credit etc. So I just sit there and let them get it off their chest before I say anything. I don't even give a monkeys if someone starts swearing, as long as they're not swearing at me and thus making it personal. I'll then help them as much as I humanly can and as long as they don't get personal, I let them vent away whilst I endeavour to fix the problem (if I can).

But it's amazing to see how some posters in here feel it's ok to give crap to people who - on a lot of occasions - have little power to do anything. I get it that it's frustrating to find people who can make a decision over a phone as near impossible, I really do. It's a rubbish state of affairs, but with so much governance and so many controls in place (anti-fraud, risk control etc), it's a wonder call centre staff get to do anything these days!

Then there's also the fact that with such high turnovers, call centres in particular find it hard to retain experienced staff, resulting in many new-starts who simply don't have the deep understanding (or experience) to answer such questions/calls correctly. Good staff with a deep understanding of issues/systems and with seasoned people handling skills are hard to come by these days, simply because they're not being appreciated enough by their current employers (or for various other financial/personal reasons), so the 'brain-drain' kicks in.

It might be tough, but being as polite as possible with whoever you're dealing with (in most scenarios) usually works out for the best. There's still the balance of not being allowed to be passed from pillar-to-post (something that even staff themselves can deal with on a daily basis :mad: ) and thus being brushed off at every turn. But there's no excuse for getting personal.

smartiedriver_2

abbas5001 wrote: »

I work in a call centre part time for a bank and often we have people phone up to see if they can get an overdraft, more often than not they cannot have one and people are usually extremely snotty, rude and even abusive when i tell them they can't even when i try to be as nice as possible and explain why it might be.

Desperate people panic when their last option is declined to them. I see it all the time.

smartiedriver_2

And here's a tip - don't ever say sorry. Otherwise they come back and say something like, "you're not sorry, what do you care, with your fat great bankers' bonus"..... Nightmare!

GettingItRight

MoneySaverLog wrote: »

If you really feel like that, I'd start looking for another job. Working for a company with values in conflict with your own can only result in you being unhappy at work.

I do understand what you're saying though.

I am ok with my job, perhaps there are one or two very minor things I do not agree with, but they won't change their ways just on the thoughts of one or two employees.

Thanks for the thought though

adindas

Well the banks are there to make money, to maximize the shareholder value. They are not our mums, dads, close relatives or friends. They are not charity organizations either.

To be fair, we are free to open/close our bank a/c at any time. We are free to move or shift our bank a/c to another bank if we know we do not get a good return, service for the money that we keep in a bank. Why should not the bank do similar kind if they already see evidence that offering an overdraft is a kind of very risky undertaking?

For those who are abusive for getting decline of an overdraft, I wish they would be working as a CS in a bank someday. I wish someday they would be facing an alternative of acceptance of an overdraft request and getting sacked or to decline that request. They will start realizing how difficult the choice that have to be made ......

For that reason I will not get offended if I got decline for an overdraft. I will get offended if their decision is based on the inaccurate credit scoring systems in which I could prove it is wrong ……

So my answer to the question why people get offended is because some people want to see from both sides some do not ...

JuicyJesus

adindas wrote: »

For that reason I will not get offended if I got decline for an overdraft. I will get offended if their decision is based on the inaccurate credit scoring systems in which I could prove it is wrong ……

The problem there is that without credit scoring systems, every CS rep at a bank has to be trained in lending, and this also carries a large deal of risk for both the rep and for the bank as a whole (a person can be bribed, extorted or just incompetent relative to their colleagues, a credit scoring system can't).

Credit scoring systems aren't perfect, but they statistically make better lending decisions than people, and enable the quick decisions that most people get while reducing risk for the bank.

Jaymo

JDC14 wrote: »

Why should I treat a company or its workers with respect, when they work under ridiculous ethics?

Where is it reasonable to give me a card with an £800 limit, rather than an overdraft for £100. It's crazy. By working for them, you endorse their ethics in my opinion. There's always a way to buck the system and help the customer out, but precious few staff do it.

People work for these companies because its a job, especially the call centre staff. They usually get rubbish wages, constant abuse and work akward hours - its nothing to do with ethics in this current climate.

A job is a job and the reason they offer a credit card instead of the overdraft is because they are a business and like all companies - they are out there to make money and at the end of the day, your borrowing there money so you are not automatically entitled to it.

Thats my rant done (sorry but i have worked for a bank call centre and I found your post obtuse and offensive) so just put your feet in there shoes next time.

heloid

Having been in the country for 3 years now I find the lack of mutual respect in British society astonishing and actually saddening. FWIW I live in London, but this experience has been pretty common everywhere else I've gone too in England.