Maybe we should occasionally look at the diehards of abysmal customer service to remind us all in business, as we grapple with client challenges, just what it is that alienates customers permanently. In our antithesis case study, there are certainly some beauties in the ugly parade. But my own list still gets topped by Barclays Bank of Kenya (BBK) #ticker:BBK cum Absa. I have written often about the bank’s poor debit card service. Yet Barclays has never resolved its card issue.
I don’t believe that’s because BBK, being such a grand and prestigious bank, it is just way too busy sorting other big, important banking matters. Nor is it likely that it cannot fathom the things all the other banks do to make their cards work.
