A word of appreciation for my bank

deliciosa

... as all we do here is complain (and 99% of the time rightfully so).

Natwest do not outsource their customer service to India or jamaica, or pakistan or the philippines (brownie points), you can get through to an advisor by pressing #2 straight away, no long automated messages (major major brownie points) the CSAs speak english (points) and they are amazingly helpful, lovely sounding and can sort out problems (I only have minor ones but still!). They are also extremely courteous. I spoke to random two of them today and both were a credit to their company.

:T :T :T

Just wanted to share this to show you guys that there is hope after all. I am really pleased with Natwest.

Merlot

I have got to say that I am so impressed with First Direct, each time a real person answers and they literally go out there way to assist you, I only changed to First Direct to take advantage of the £100 for switching and then £100 for leaving, but I'm staying. Customer service is so important and its a british call centre, I even e-mailed and told them I was impressed with the service and each time I call, a representative says thank you for the lovely feedback you gave us and I have called 5 times in two weeks, I must be flagged as a very happy customer.

jessicad_2

I've been with Natwest for 17 years, we've been through good and bad times together over that time. They have annoyed me in the past but have also been helpful and refunded bank charges when needed etc so not too bad.

It was quite interesting on friday when I called them regarding my Overdraft and spoke to a relationship advisor I ended up telling him all about snowballing - which he'd never heard of, and how I am planning to pay back my debts, and I told him all about this site and the great things I have been learning from you lovely people.

So I think we may have another visitor soon, I thought it was quite ironic to be advising the advisor on financial issues hehehe!!

deliciosa

Merlot wrote: »

I have got to say that I am so impressed with First Direct, each time a real person answers and they literally go out there way to assist you, I only changed to First Direct to take advantage of the £100 for switching and then £100 for leaving, but I'm staying. Customer service is so important and its a british call centre, I even e-mailed and told them I was impressed with the service and each time I call, a representative says thank you for the lovely feedback you gave us and I have called 5 times in two weeks, I must be flagged as a very happy customer.

I really don't mean this in a racist way and please do not take it as such but being able to talk to english people who speak the language and understand what you are asking, and are courteous, makes all the difference, doesn't it?

deliciosa

jessicad wrote: »

I've been with Natwest for 17 years, we've been through good and bad times together over that time. They have annoyed me in the past but have also been helpful and refunded bank charges when needed etc so not too bad.

It was quite interesting on friday when I called them regarding my Overdraft and spoke to a relationship advisor I ended up telling him all about snowballing - which he'd never heard of, and how I am planning to pay back my debts, and I told him all about this site and the great things I have been learning from you lovely people.

So I think we may have another visitor soon, I thought it was quite ironic to be advising the advisor on financial issues hehehe!!

:T :T :T :T :T :T :T :T :T :T

Merlot

I have to agree with you, I have hearing problems and it makes all the difference to me to speak to someone with a clear British accent, I do not deal with any company who uses Indian/Pakistan call centres.

AOL is one of the worst call centres I have ever used in the past, the helpline is faint and I just couldn't understand what they were saying, I end up getting frustrated and I left them in the end.

I am not being racist here, but with my disability it is difficult at the best of times on the phone.

Merlot.x.

deliciosa

Merlot wrote: »

I have to agree with you, I have hearing problems and it makes all the difference to me to speak to someone with a clear British accent, I do not deal with any company who uses Indian/Pakistan call centres.

AOL is one of the worst call centres I have ever used in the past, the helpline is faint and I just couldn't understand what they were saying, I end up getting frustrated and I left them in the end.

I am not being racist here, but with my disability it is difficult at the best of times on the phone.

Merlot.x.

Further crap call centres:

HSBC (absolutely unacceptable, they do not speak english! they keep ma'am-ing you (thanks but I am not the Queen) and its obvious they just clicking through pre-designed lines on the screen... soo obviousssssss

Ebookers: that was a surprise as I thought this to be a good company. Stupid CSAs! Just plainly dull, don't understand a word I say.

Amex: when it goes to the outsurced centre, it's crap. When it goes to their actual milton keynes office, it's english and good. now i am a vip customer (can you believe) so I have my own account manager who is adorable...

Superheavy

I know First Direct is a sister company to the one I work for (HSBC) and the importance for people to be able to speak English with someone.

So much so in fact, that if someone with telephone security problems on their a/c goes through to someone abroad, they have to put them through to us in the UK so that we tell them that there's nothing we can do for them in a more familiar accent. So not only can we not do much for them, they have to wait to be told that.

deliciosa

Superheavy wrote: »

I know First Direct is a sister company to the one I work for (HSBC) and the importance for people to be able to speak English with someone.

So much so in fact, that if someone with telephone security problems on their a/c goes through to someone abroad, they have to put them through to us in the UK so that we tell them that there's nothing we can do for them in a more familiar accent. So not only can we not do much for them, they have to wait to be told that.

Sorry to say this but HSBC outsources and crap.. I have had many fruitless hours on the phone with them. Never banking with them again...

Merlot

deliciosa wrote: »

Further crap call centres:

HSBC (absolutely unacceptable, they do not speak english! they keep ma'am-ing you (thanks but I am not the Queen) and its obvious they just clicking through pre-designed lines on the screen... soo obviousssssss

:rotfl: :rotfl: :rotfl:

So much like AOL..ma'aming you

Merlot

HSBC does outsource, but as yet First Direct don't.

First Direct came top in the Watchdog great customer service poll, I think HSBC was way down on the list, I'll have to check that!