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

[mike rich]

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 <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]