dealing with angry bank customers?

Question

I work for a bank in michigan and we are in a really tough economy- which has folks on end about their finances. It seems I am getting a record number of overdraft fee reversal requests and for the most part if I see the customer's history has been pretty consistant, I will offer to refund a few fees. That's how I handle every inquiry but more often then none, I get the in my face angry person who feels it's my fault I overdrew their account. Now, I been in the industry for 11 years and I know my stuff but these people refuse to take responsibility for their finances and come in once or twice a month to "beg" for refunds (some resort to lying which makes me sad) all this turmoil has me so on end and personally frustrated. How can I "take the heat" in these situations while maintaining a professional appearance? Any thoughts on what I can say to these customers'? I hope there are some custoemr service gurus out there to help : )

Answer 1

I've been a customer service grunt, so I feel for you. Your best bet is to give them as much validation as you can without saying something you don't believe. Like if they complain about how they paid for a $3 hamburger with their bank card and it turned into a $28 dollar hamburger with the overdraft fees, tell them, "Well, I wouldn't want to pay $28 for a hamburger either. Let me have a look at that statement then." People get less grumpy when they feel like you sympathize with them.

I was talking with some people at work, though, and we were talking about how we think it used to be that if you had no money in your account and you tried to use your bank card, a little "insufficient funds" message popped up, and you could use cash instead or a credit card or not make the purchase. Nowadays with your average bank account, that doesn't happen, and you make a purchase that you wouldn't have made had you realized you have no money. That makes it trickier for some people who live hand to mouth and use their bank card a lot. It does seem like the system has been structured to make certain people rack up more fees.

If there is any constructive help you can offer in situations like that beyond dealing with one or 2 charges, it would be great for people. Like, can you offer to remove the overdraft protection so they can't overdraw their account with their bank card? Can you suggest a way they didn't know about that they can use to keep track of their balance? (I'm not a banker, so I'm not sure what the options might be.)

Answer 2

I assume , that you advise them when you reverse a fee the first time ,
That it is Not the banks protocol to reverse fees on mismanaged accounts .
That you will do it this ONCE , but subsequent penalties will have to be enforced .
Maybe have them sign a note of understanding ,
That fee reversal can NOT be done again .

When they come in again , look empathetic , but shake your head and make with the
" Oh , Mr John Doe , this is so sad " as you are pulling up a copy of his signature from the previous reversal .
Ask if he needs another copy of the notice .

Continuing with the empathy , " I do wish You had not gotten into this predicament . You are a nice guy .
The overdrafts suggest you need funds , have you considered a loan application ?"
" I do regret we can NOT continue to reverse fees for your overdrafts "

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Answer 3

It's because people don't understand why they're being charged so much for overdrafts. They expect to return the money to the back so they feel that its too much money being taken by the bank as overdraft fee.

Explain to them that the bank loses money when customers overdraw their account. Explain to them how that money is used so they start to feel that you've at least got a reason to charge them.

Most importantly, you need to understand that people consider banks and other financial institutions to exist so they could leach money outta their accounts, perhaps that's true but it doesn't justify treating a customer service agent so harshly. In any case, reasoning prevails.

Answer 4

First, its not your fault these people overdraw their accounts.

Your refunding policy has to be consistent and with merit.

Tell the angry ones, the repeat offenders, that the bank's policy on overdrafts is clear, provide them with a copy of the policy, and that in the future, there will be no exceptions to the policy - especially no "refunds".

Be firm, fair, polite and consistent.

Answer 5

Well....you know why they're angry...let them know that. I've dealt with angry customers, and it always seems to ease them up a bit when they see that you understand their feelings, that they're not just yelling at some faceless corporation. Never tell them not to be angry - it doesn't help. But tell them something like....."I can see why you're so upset Mr. So-and-so, I would be too in this situation. But let me review everything and see what we can do about it." Repeating phrases like "I understand" and "I've been through something like this, and I want to make sure you get treated better than I was"...anything to empathize with a customer. Try to get them to see you're on their side. Make a little joke about the company. Once they've calmed down, they turn back into very nice people.

Answer 6

Theres nothing you could do about people like that, and your right they come in acting like its everyones fault but their own fault.You could try to comfort them and tell them your doing your job , and that its not your fault they have financial troubles , but more times then none they will still keep lashing out. Its a shame people cant control themselves , I wouldnt put my job on the line for these people though. Keep your mind on your work and talk to your manager to see if they could throw people out the bank that do this. You got security guards right. You should have a new policy , that for everyone that comes in screaming and yelling get kicked out. Thats what i would do.

Answer 7

i thought that's why banks had those huge vaults

they take the customer into the vault, shut the door
and then a moment later the door opens and only the bank employee comes out -- nobody heard a thing.


tell them, "my child's birthday is coming up and i'm a little short on funds, so i'm going to borrow some money from your account for awhile - i'm sure you won't mind"