I was pleasantly surprised today. I had to ring up the Commonwealth Bank as I wanted a new card since my old one was getting pretty tattered and I really didn’t want it failing while in Europe. Having had some poor experiences in the past I was a little reluctant to call CBA. But, credit where it’s due, I had exceptionally good service – probably the best phone support I’ve ever had from any company.
First the dreaded automated system. Yeah, they suck, but I understand the need for them. This system was damn good though with excellent voice quality and I was not waiting long at all. Bearable.
When I got through to a representative, Vanessa, she was exceedingly friendly and polite without being tedious. I explained my situation and almost immediately a new card was ordered. I’d mentioned that I was going to be travelling so she asked if I’d had travel insurance, shortly followed up by an offer to create a Netbank Saver account. In both cases I indicated that I already had alternatives and she moved on – no pushiness, no overt sales pitch. Very well done.
She also asked if she could send a small booklet out with my card that listed all the CBA international phone numbers, thinking it may be useful while overseas. “Sure, thanks”. Nice.
Finally she suggested that I may want to get a second card tied just to my savings account as a backup in the event I lost my regular card (which covers both savings & credit). A good suggestion and I’ll chase that up.
All in all I seriously could not have gotten any better service. Kudos to Vanessa & CBA.