There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else. – Sam Walton
CHOOSE ANOTHER BANK!
Friday, April 24, 2015 (DAY 1,145)
I know that recently I've had some pretty terrible customer service experiences, and I feel that not only sharing these experiences is part of my travel journeys, responsibility as a consumer, but also will help make me a better business owner, such as the quote I used from Sam Walton (founder of Walmart and Sam's Club–which I know many have negative opinions of this or these companies, but I analyze his business models as being a visionary, therefore, for myself in the future I hope to learn from terrible and horrific customer service experiences by learning from the mistakes of these companies. As some of you know, I document things quite accurately–some may say to the point of obsessive or anal retentive, haha–however it is with this precision that I am able to share these experiences and allow YOU to make the choice whether you choose to use this particular bank or whether or not the bank as an entity chooses to change to the rapidly ever-growing globalization business market. In my opinion, companies can emerge and success or disappear due to failure to adapt to their customers. One such example–for Americans especially–is the Blockbuster versus Netflix Business Model, which began with a bad customer service experience! Co-founder, Scott Hastings, came up with 'the idea of Netflix...when he was forced to pay $40 in overdue fines after returning the film Apollo 13 well past its due date. Companies need to realize the IMPORTANCE of CUSTOMER SERVICE! This blog is written within less than 48-hours from the experience, and who knows who many people may stumble across it, analyze the business model, and possibly put Shinhan out of business in the same way that Hastings did in a sense.
I know that recently I've had some pretty terrible customer service experiences, and I feel that not only sharing these experiences is part of my travel journeys, responsibility as a consumer, but also will help make me a better business owner, such as the quote I used from Sam Walton (founder of Walmart and Sam's Club–which I know many have negative opinions of this or these companies, but I analyze his business models as being a visionary, therefore, for myself in the future I hope to learn from terrible and horrific customer service experiences by learning from the mistakes of these companies. As some of you know, I document things quite accurately–some may say to the point of obsessive or anal retentive, haha–however it is with this precision that I am able to share these experiences and allow YOU to make the choice whether you choose to use this particular bank or whether or not the bank as an entity chooses to change to the rapidly ever-growing globalization business market. In my opinion, companies can emerge and success or disappear due to failure to adapt to their customers. One such example–for Americans especially–is the Blockbuster versus Netflix Business Model, which began with a bad customer service experience! Co-founder, Scott Hastings, came up with 'the idea of Netflix...when he was forced to pay $40 in overdue fines after returning the film Apollo 13 well past its due date. Companies need to realize the IMPORTANCE of CUSTOMER SERVICE! This blog is written within less than 48-hours from the experience, and who knows who many people may stumble across it, analyze the business model, and possibly put Shinhan out of business in the same way that Hastings did in a sense.
I think that it's ridiculous that Shinhan Bank claims to be THERE FOR INTERNATIONAL CUSTOMERS, yet it wasn't until today (April 24, that they FINALLY have an English mobile app!)
This is a laughable joke! While I understand as a global traveler of more than 3-years that there will be cultural and language differences, but to BLATANTLY state that we are not only the first brand in Korea to exclusively cater to international residents, but the fact that because I keep track of my time and screen shots so well documenting everything, for example, today I woke up and began trying to resolve this issue on my own by deleting, re-downloading the desktop and mobile apps, etc. But then when I knew that in order to get things completed I would have to go to the main brand where I left at exactly 10:05am from Hongdae (홍대입구) Subway Station (Line 2) and arrive at City Hall (시청역) Subway Station at 10:18am, I was asked to wait to speak with an English representative for approximately 23-minutes! YES! Nearly half and hour, when there was NO OTHER CUSTOMERS in the foreigner's department. When I FINALLY left I had only 50% of my issue resolved, which is having access to my account via: mobile, desktop (laptop), ipad, and a keychain (for access on any computer that has not been certified). Two different managers came in and still could not resolve this issue, I finally told them cannot wait around all day (in my opinion for their level of incompetence) and finally left at exactly 12:06pm and arrived home at 12:32pm! Yes, so half of my day was wasted and I spent nearly an hour trying to resolve this at a local brand with the so-called English manager. Besides the amount of time wasted:
1) I lost money when I could have been working
2) I paid ₩2,100 ($1.94 ) which isn't much but it's still an inconvenient cost and once again MY TIME IS PRECIOUS, therefore I become very annoyed when other's, especially companies waste it due to INCOMPETENCY!
2) I paid ₩2,100 ($1.94 ) which isn't much but it's still an inconvenient cost and once again MY TIME IS PRECIOUS, therefore I become very annoyed when other's, especially companies waste it due to INCOMPETENCY!
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While these images are from an article titled "75 Customer Service Facts, Quotes & Statistics, How Your Business Can Deliver With the Best of the Best" and demonstrates through many images statistical data of the affects of 'The Cost of Bad Customer Service.'
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Customer service agents are both representatives of companies, but they are also the face of the company, therefore if more training is necessary DO IT! Otherwise let your business fail!
This is the person I spoke with in Hongdae that was NOT helpful but wasted nearly an hour of my day on Thursday, April 23, 2015!
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"Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong." – Donald Porter
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"Every contact we have with a customer influences whether or not they’ll come
back. We have to be great every time or we’ll lose them." – Kevin Stirtz
back. We have to be great every time or we’ll lose them." – Kevin Stirtz
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"Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Understand the factors that drive this customer revolution." – Rick Tate
"Profit in business comes from repeat customers; customers that boast about your product and service, and that bring friends with them." – W. Edwards Deming
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"Customer service is not a department, it’s everyone’s job."
– Anonymous
– Anonymous
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"A satisfied customer is the best business strategy of all." – Michael LeBoeuf
"Most of us understand that innovation is enormously important. It's the only insurance against irrelevance. It's the only guarantee of long-term customer loyalty. It's the only strategy for out-performing a dismal economy." – Gary Hamel
"The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works." – Jeff Bezos
"The golden rule for every business man is this: 'Put yourself in your customer's place." – Orison Swett Marden
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"Once you create a loyal customer base, it's tough for a competitor to take that away." –Joe Mansueto
The above business card was the only person that was RELATIVELY helpful, solving only 50% of my issues, and I verbally expressed in a polite yet direct way, that I will be removing a large amount of my funds from Shinhan Bank and will be looking at KEB (Korean Exchange Bank) as my new option.
STEP-BY-STEP SCREENSHOT OF THE COMMUNICATION VIA FACEBOOK...
Notice that I first began my communication with #Shinhan #Bank on Thursday, April 23, 2015 at 4:26pm and received my first response the same day at 6:33pm (pretty decent response time) HOWEVER, notice that I messaged them again following their instructions beginning on Friday, April 24, 2015 at 8:40am and did not receive a response until the same day at 2:29pm and their response was to CALL THEM! Really? So it's my job as a customer to resolve issues when I have already wasted hours, lost money by meeting with clients, transportation costs and commuting time, etc AND there was ABSOLUTELY no compensation for their (#ShinanBanks) screw up! Nice way to treat your customers!
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