This resource is no longer available
Transforming customer service in financial services
We’ve all experienced bad customer service – it turns you off, and sometimes away, from the business. This experience negatively impacts customer satisfaction, as well as revenue.
Customer service has to be reliable, it has to do what it says it will, and it has to do it day-in and day-out.
This case study highlights how the UK Post Office transformed their customer service by enabling benefit recipients to check their balances and collect money at any time of the day or night without the need to visit the Post Office counter. Not everyone has accessibility to a bank account – find out how this organization streamlined benefit payments for over 3 million customers.