A recent survey of PNC customers, conducted by the company’s customer service division, revealed that they are getting frustrated when trying to get information or help when they already have pre-conceived notions about how the company operates.
The survey of more than 2,200 PNC service reps, conducted between March and June, revealed how frustrated the company is when it comes to answering questions and answering questions correctly.
“A lot of people who have been in PNC’s customer care and customer service for quite a while have gotten pretty frustrated with the way we answer customer service calls and how they’re treated when they need help.
They feel like we’re just throwing them under the bus and giving them a bad review,” said one PNC employee.”
I think there’s a real disconnect between what customers expect and what they get,” said another PNC rep.
“A lot more customers are asking for advice and assistance than they are actually getting.
It’s not just us.
Many companies that I work with have had to rethink the way they interact with their customers.”
According to the survey, one in four PNCs customers surveyed said that the company doesn’t take customer service seriously enough.
A further 20 percent said that they felt the company treated them poorly in some way.
“I think the whole customer service industry is in crisis right now,” said the PNC executive.
“The whole industry is falling apart,” said a third PNC spokesperson.
“They’re in the throes of a massive crisis, and I’m seeing a lot of those issues.”PNC said it is working on ways to address the problem, but said it would not comment further until the results of the survey are available.
The survey, which included the question of how often customers call customer service and how often they call, was carried out by PNC Customer Care, the company that runs the PPC website and customer care center.
The company said that a majority of respondents said that customer service did not come across as professional or respectful.
“In my experience, customer service can sometimes seem more like a place where people are trying to make money than a place to get a good deal on things,” said PNC chief operating officer Chris Stoddard.
In the survey respondents were asked how often customer service was used for the “right reasons”.
“I would say it’s about 40 percent on the most basic level, and that includes when I call or text my daughter and she’s having a birthday party,” said an employee.
“It’s almost a requirement of being a good customer that people answer our phone calls,” said other PNC employees.
Another employee said that when customers called PNC to request a service, the representative was more than happy to give them the answer, even if it wasn’t the best.
“They want the right answer and they don’t know how to get the right one, and they can be very rude to people who are not doing their job.
And so that’s really frustrating,” said employee Brian Hickey.
“You have to give it to them.
Another PNC staff member said that customers often had a hard time getting through to the representative and were “not treated fairly”.
“When you talk to customers, it can be really hard to understand what’s going on with the call,” said customer service representative Mark Cates.
“When they call you to tell you they need a service or an appointment, it’s not a great way to start a conversation.”PPC has also been accused of being overly aggressive in trying to push back on critics.
For example, one PPC customer had to be hospitalized for treatment for a stroke and was not given the chance to talk to a PNC representative about the incident.
“You can’t be in the wrong because they are trying so hard to make it right,” said Mark Cate.
“But sometimes you’re trying to do the right thing.
If you are not, you have to go back to where you started.”