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Chat Personnel Need Better Manners

Posted by bogram bogram
Message 1 of 2 1,140 Views

I had a really unpleasant experience in a chat session with Bankwest today. The operator insisted that I hadn't submitted a document and was so certain of this that she felt the liberty to get snarky with me about it. At one point she even said, “I'm sorry you didn't realise you need to send in all your documents.

The sad part is that I had submitted the form (many hours prior) – but the operator was simply not able to see the document due to Bankwest internal system limitations. Chat personnel need to be better educated so they don't make assumptions about what has or hasn't happened in regards to customer interactions with the bank. They also need to be cautioned to mind their manners.

I complained that I had not been advised that a document was missing and the response was:
I apologise if you were not aware that all the documents sent to you need to be returned. Would really appreciate you sending this in.” I think what she was trying to say was: it's not the bank's fault - you're the one with the problem. Again, all this took place after I had, in fact, submitted the form.

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Re: Chat Personnel Need Better Manners

Posted by AlexM AlexM
Message 2 of 2 1,139 Views

Hi @bogram, I was disappointed to read of your experience with our chat team. I'm certainly keen to follow this up for you this afternoon - are you able to shoot me through your best contact details and a rough estimate of the time of day the chat occurred? You can email us on, and I'll be happy to give you a call to discuss.

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