Re: [uk-netmarketing] Re: UKNM: Online banks

[Andrew Smith]

I seem to remember when First Direct orginally set up they recruited

customer service people who had absolutely no experience of retail banking -

on the basis that those that did have prior banking experience had

absolutely no idea about customer service....... plus ca change, etc.



----- Original Message -----

From: Ray Taylor <

rayeyeconomy [dot] com

>

To: uk-netmarketing from chinwag <

uk-netmarketinglists [dot] chinwag [dot] com

>

Sent: Monday, January 29, 2001 9:28 AM

Subject: [uk-netmarketing] Re: UKNM: Online banks



>

Tony Bowden <tonyblackstar [dot] co [dot] uk> said:

>

> > Egg are one of the most incompetent companies I have *EVER* had to

> > deal with.

>

> The problem with "online" banks is precisely the same as the problem with

> "telephone" banks.

>

> Banking is a service. Service, being the key, not the technology. Most

banks

> provide poor service but get away from it, because everyone expects no

> better. Put it online and you multiply the problem because (1)

expectations

> are high and (2) moving the delivery to a new mechanism is done at the

> expense of service.

>

> A bank may buy a telephone, but this does not make it a telephone bank. A

> bank may buy a web site, but this does not make it an "online" bank.


[Sam says: msg chopped]