Got a call from Standard Bank this morning.
Caller: “Good morning. Mr Williams?”
Me: “Uhm, who’s asking?”
Caller: “This is xx from SBSA. Please note that all our calls are recorded for quality assurance, blah blah blah. Blah blah blah.”
Caller: “Please confirm your ID number before we continue.”
Me: “What’s this in connection with?”
Anyhow, we all have experienced this! Asking me for personal info via phone? Seriously?
I asked the lady to confirm HER details and her response was that she can assure me she’s calling from SBSA.
Well, i assure you I AM ALAN !
Service providers…..pay attention to Service Design! Don’t let us have to confirm to your badly designed and implemented business processes. Dunno what Service Design is? Ask me how! Here you go (a Wikipedia definition):
Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between the service provider and its customers.