Editorial

Article Type: Literature and insights From: Accounting, Auditing & Accountability Journal, Volume 29, Issue 3.

Customer disservice

Good morning. How can I help you?

I see. Waiting more than an hour on hold before speaking to one of our advisors would be frustrating. I gather that the person you spoke to felt this would be better handled at a higher level. Anyway, I'm sure we can sort things out.

You spent how long talking with him? Twenty minutes.

Pardon? Oh I can understand that. He was only trying to help, though, and I can assure you that all our staff are highly trained.

Now don't get that like, please. Our automated phone direction programs are organized to make sure the highest number of our very valued customers are personally dealt with as soon as possible.

No, I did not mean to say that you are one who is not much valued. Your waiting time was […] the best in the circumstances,and we are always trying to improve.

Well, we have to take into account our resources, and demand can vary. We cannot plan for every contingency. Permanently overstaffing in order to meet peak demand would be just a folly, I'm sure you would agree. It would add costs to the services we provide you.

This is the third day you have waited for more than half an hour? I will make a note of that and pass it on.

Yes, we keep statistics on these things. We have performance targets.

Yes, and customer satisfaction reports.

Do we do anything about them? Of course.

A hot line for disputes? That is very good. I will tell the rest of my team about that suggestion. You do have a nice sense of humour. Now, would you tell me what has happened?

No, please. You may have explained it to the previous advisor but his notes are not available to me at present.

The notes from your earlier calls? Um, they do not appear to be here just now.

So, in this situation, I would like to assist you by putting you through to […]

Oh, well, I can try to do it myself if you prefer.

Okay, if I understand things properly, you went to withdraw $200 from an ATM outside your own bank branch after hours and you did not get the money.

Mmm. Maybe you were just a bit slow to grab it. There is a timer that operates and withdraws notes if they are not taken.

The little door didn't open at all. No sound of notes riffling? And you have a debit slip from the machine.

Well, yes, perhaps the CCTV at the ATM would show something but I cannot see that vision, sir, and it would not be conclusive.

Here is what we do, sir. You simply lodge an Electronic Transaction Dispute by printing out a form you can find on our website. I will give you directions to find it. Then you complete it and post it to our head office.

You've seen the form? Good.

Okay, I am looking at it too. Oh. It does specifically say that it is not for ATM transaction issues. Let me enquire. I will be just a moment.

Thank you for waiting. It seems there is no form for ATM disputes.

Indeed, that is surprising. I agree. I thought there would be one.

Well, I can only suggest you go into the bank. They will have done their reconciliation the following working day and the discrepancy will show up there.

You've been back, twice? I see. And on the second visit, they said the ATM is handled solely by a security firm and all the account processing is done in my office.

Well, why don't I just look up your account and see if there's been any issue of concern listed.

No, I didn't do that before because we were establishing the circumstances. Please wait a little.

Thank you for waiting. Sadly, there is no discrepancy report yet. I am confident it will show up given what you have said. You can visit the branch from time to time and they will keep you informed.

No, you can go there so they can tell you if the $200 has been credited.

Yes, you're right. We have established that the branches don't control the ATMs but they could check your account transactions for a corresponding credit of $200.

Okay, sir, you can track that from home on your computer, as you say.

That is good. Then there is no need to bother the bank staff.

How long should you keep checking? Well, officially, it can be up to 120 days before these things are resolved but […] no,no, don't be put off […] it usually only takes a few weeks.

You have what? A Complaint Reference Number? From when you rang about being told to use the wrong form.

No, please sir, I really did look up your account before. I can't say why the Complaint Reference Number was not linked to it.

Yes, of course it is your money, but perhaps we can just wait to see if it is credited soon.

Would I personally lend you $200? I am afraid I couldn't do that. It would be against bank policy. I am sure you are a decent person but I would have no control over recovering the money. I might have to come to you several times and I could be without my cash for quite some time.

Ah, a joke. Very good.

Of course, you can lodge a further complaint. I can transfer your call so that […]

You would like an email address? I cannot give you one, I am sorry. Yes, we do have one but it is not for public use. If you wish to place something in writing, you could send us a letter, however.

How long? It would take three to four days to reach our office from where you live. That's the postal system delay, not us. I suppose it would then take a week or two to be processed in our office. You would receive an acknowledgement from us first,as a courtesy. Within days of someone reading your letter, I would think.

Yes, and a resolution letter would likely follow in […] that's right, another few weeks.

I wouldn't say it is lop-sided, no. With respect, sir, that is not fair. We email you from time to time as a service.

Well, it is standard business practice to require an email address from customers. They expect it.

I see your point but we can't have everyone emailing us. There could be all sorts of nonsense sent our way. It would affect our ability to deliver to our customers.

Yes, we do measure disputes, and resolutions.

Figures on handling ATM malfunctions? I would have to transfer you to find that out.

You'd rather not?

Lost confidence in our systems? We are trying very hard!

Yes, you're welcome. And you have a good day too.

Our creative contributions in this issue firstly feature 'Are We Impaired?' by three authors; Kerry Jacobs, Martina Linnenluecke and Tom Smith. It is a wry look at whether we are valuing what really matters, and is delivered in quasi-financial terms. Secondly, Rita O. Koyame-Marsh introduces a subject that is challenging on compassionate and practical levels. Statistics play a role in dealing with refugee movements, and employment is a critical factor in the expectations of displaced people.

Your own creative contributions can be submitted via ScholarOne (see below), and your e-mail correspondence is always welcome,of course, at: steve.evans@flinders.edu.au

Accounting, Auditing & Accountability Journal (AAAJ) welcomes submissions of both research papers and creative writing. Creative writing in the form of poetry and short prose pieces is edited for the Literature and Insights Section only and does not undergo the refereeing procedures required for all research papers published in the main body of AAAJ. Author guidelines for contributions to this section of the journal can be found at: www.emerald grouppublishing.com/products/journals/author_guidelines.htm?id=aaaj