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I work for a medium-sized bank. I have been recently assigned a new Manager. This Manager is a lot stricter than my previous one. She wants everything to be perfect- making happy customers, the policies and procedures to be followed the way they should, and the representatives achieving their targets, meeting and exceeding the customers’ demands NO MATTER WHAT coz how dare you not make an upset customer happy by the end of the call?!
A week ago I got a call from a senior customer who wanted an update on their statements(physical copy because they could not do online banking). The customer asked why they had not gotten the statements lately. So I looked into their account details and assured them the statements were indeed sent out a couple of weeks ago and advised them to check their mailbox. Everything looked fine because we had their right address and the statements were mailed out. It might have been delayed because of snowstorms lately.
I could have advised the customer to wait for another week and check again later, but if the customer calls back for the same issue, it will affect my and the team’s score which my Manager will definitely dislike. I was compelled to make a new request. So I made a case request for mailing new copies of the statements. The bank charges $5.00 for statement reprints. I told them we will have to charge the reprint fees and then make reimbursement in the same amount as they never received the statements in the first place. The customer was fine with this resolution. I then got their consent to charge them the above-stated fees, proceeded to make the case request, issued the statements, and made the reimbursement. I could sense the customer was happy by this point in time. He thanked me for all my assistance. I wrapped up the call and proceeded with the rest of my day.
Seconds after I clocked out, I got an email from my Manager saying my bonus will be deducted for the month because I did not charge the fees. The email also mentioned it cost the Bank $5.00 for my mistake. I got my bonus docked for literally doing everything my Manager and the customer wants. :/
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