For RBC
Understand that some clients may have unusual circumstances that affect their banking package entitlements. Take the time to verify all account and card features, especially when concerns about fees arise.
If you can't resolve a complaint to the client's satisfaction personally, make sure you link the client with a more senior person in your area; that person may have the necessary knowledge or authority.
When a customer complains, really listen for the intended message. Ask questions. Don't assume. In this case, by the time the bank responded in writing to the customer, not only had it missed her point, it had lost the opportunity to resolve the problem directly with her.
Avoid misunderstandings. Make a quick call to the customer before, or instead of, writing a letter.
For clients
Keeping yourself informed about bank services and your specific privileges pays off.
Make sure you question service fees that do not make sense as soon as possible.
If your efforts to resolve your concern at the source do not work, then ask to speak to a more senior manager. Most problems can be addressed by the branch or area manager. If there is still no resolution, then move on to the RBC Financial Group Customer Relations Centre or, finally, the Office of the Ombudsman.
Please note: The above case study was chosen because of the significance of the learning derived from it. It is not an attempt to duplicate the demographics of the case by issue, outcome, RBC Financial Group or any other factors.
Photograph does not depict actual customer.
