A few weeks ago I wrote a blog about my terrible experience with a credit card company while handling my mother’s affairs after she passed away. I had been appalled that the agent never deviated from her script. It’s only fair that I share a stellar example of what the experience should have been.
I had already called two card companies to let them know that my mother had died and that they should close the card. The first two were very much the same. They acted as if they didn’t care a darn about what I was saying. Then I called Bank of America and talked to Tara.
Tara was warm and understanding. Her first response was to extend her condolences and let me know she would help me through the process. Her tone and words spoke volumes. She was the poster child for perfect phone customer service. (And I should know because I’ve written and delivered a very comprehensive phone training curriculum.) After speaking with me she did a beautiful warm transfer to Ashley who immediately extended her condolences, as well.
The whole experience was such a sharp contrast that, although I’ve never been a customer of Bank of America before, I’m now a huge fan. Thank you Tara for showing us how it should be done. If she can deliver this level of service in a credit card company, imagine what she could do in healthcare. Find your Taras and let’s make every phone encounter a warm, caring, and memorable one.