Bank of America 1998 Annual Report Download - page 17

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15
Sandy Copney is customer service manager at a 1,200-associate call center in Tampa. The
center is equipped with one of the world’s most advanced telephone and computer response
systems.
“You can sell till you’re blue in the face, but if you aren’t backing up your sales with the highest
quality service your company will fail. And the highest service is what the customer expects, not
what we as a business think we ought to give them.
“Customers using telephones to do their banking don’t have a lot of time to waste, want
accurate information, want it quickly, and want it handled in a professional and polite manner.
That’s what we give them.
“The direct banking system we have here is a wonderful resource for customers and a
wonderful tool for us. I can call and find out what my balances are, what my last deposits were,
what my last withdrawals were. I can transfer money from one account to another. I can get copies
of my statements. There’s almost nothing I can’t do over the phone other than get cash. As soon
as an associate answers a call, she has the customer information in front of her, so right away she
can start talking knowledgeably. Now, this makes me, Mrs. Customer, feel like this banker really
knows me.”
Sandy Copney (right), Telephone Banking,
with Spanish consumer banker Gisel
Cortés in Tampa.