Whenever I call my bank, no one calls me back. I have actually driven to the bank and spoken to the manager in person. He profusely apologizes and promises it won’t happen again. Then of course it does. The latest round of unreturned calls and voicemails to inquire about unrecognized charges on a statement began two weeks before I actually got through to someone on the phone. I was angry and let him know it. He reacted by saying “I’ve called you back repeatedly.” I said, “That is simply not true and you know it. My caller ID and voicemail are working.” Silence.
Finally, he said, “Ms. Friedman, I apologize for the inconvenience but as the customer relationship manager, I’m here to help you.” I almost fell off my chair. Customer relationship manager? Was this a joke? We have no relationship and clearly he wasn’t doing much to manage this one. Do organizations really think titles will be so impressive that they’ll influence our way of thinking? [Read more…] about What’s in a title? Watch out for those Chief Jargon Officers
