Bad communication, bad service

Shannon Blair

Journal of Global Scholars of Marketing Science, 2016, vol. 26, issue 4, 307-310

Abstract: A customer of VistaBanking (name disguised), who is their brand preference, loses their credit card and wants to cancel the card before any fraudulent activities take place. While calling the VistaBanking service number, the customer has troubles being able to understand the questions being asked so is then transferred to another representative for clearer communication. When transferred, more problems start to occur with not being able to cancel the credit card and the customer gets transferred to another part of the company. This then causes the customer to get very irritated and not get the help needed about the credit card they have lost. This arrangement is a negative trade talk highlighting the customer service to loyal customer communication relationship.

Date: 2016
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DOI: 10.1080/21639159.2016.1207847

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