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Subject: Re: [uk-netmarketing] Re: UKNM: Online banks
From: mike rich
Date: Mon, 29 Jan 2001 19:18:55 -0000

Missing something here - because none of the complaints seem to be specific -
what can't u do that u want to do?
Obviously your banking is more complicated than mine. I move money between
accounts, pay bills and so on. What do u do?
I've found NatWest telephone banking and Barclays online seem to do this
adequately - Amex I find confusing - cd some of u be more specific about the
problems u find?
What are the expectations?

Andrew Smith wrote:

> 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 <rayateyeconomy [dot] com>
> To: uk-netmarketing from chinwag <uk-netmarketingatlists [dot] chinwag [dot] com>
> Sent: Monday, January 29, 2001 9:28 AM
> Subject: [uk-netmarketing] Re: UKNM: Online banks
> > Tony Bowden <tonyatblackstar [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]

  UKNM: Online banks, darren
  Re: [uk-netmarketing] UKNM: Online banks, Tony Bowden
  Re: [uk-netmarketing] Re: UKNM: Online b, Ray Taylor
  Re: [uk-netmarketing] Re: UKNM: Online b, Andrew Smith

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