Good and Better Customer Service

February 4, 2014 6:58pm
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I learned today that Chase is issuing new credit cards to cardholders who were potentially impacted by the recent Target breach.

All in all, a good practice – it’s nice to see a bank going the extra mile to help protect its customers, especially even because the breach was in no way their own fault.

Here’s how they could’ve done one better…

I came across this information this morning first by logging into my Chase Online account and seeing this message:

chase1

Well, for clarification – I found out after I called the 800 number because my first thought when I saw this message was, “Oh shit – somebody is trying to steal my credit card by requesting a new card for my account.” I knew that *I* hadn’t requested a new card, and even though the address listed online was still correct, I was still a bit concerned! But when I called in, the girl was very quick to inform that it was something that they were doing proactively because of the data breach and that everything was fine.

Ok.

So then I just received this e-mail about an hour ago:

chase2

Makes all of the sense in the world and includes all of the pertinent details … looks good!

So what’s my one tiny critique???

Wait an extra day to push the button to start sending out new cards until after you send the e-mail out to tell your customers what you’re doing. 😐

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