Peter’s Blog

I just got off the phone with Charles Schwab and I’m got some stuff to say.

First, I was shocked when the person helping me didn’t know how to answer my questions immediately. I had gotten so used to solving my problems within a minute of calling Schwab that I was honestly surprised to hear the woman say, “I don’t know. Let me check with someone here.” It didn’t help that she and her colleagues ended up having to wrestle with the system for almost 30 minutes to delete an automatic transfer, disconnecting me twice while I was on hold. That being said, they solved the problem, were very friendly and helpful, and offered me $100 for my ‘troubles’. Now that’s how to ensure customer satisfaction! (more…)