super helpful assistant restores my faith in customer service (Natwest Bank)

Member Name: laurasheriff

Product:	Natwest Bank
Date:	22/06/09 (30 review reads)
Rating:

Advantages: good customer service

Disadvantages: n/a

I had a strange experience the other day. An extremely positive day at the bank! Customer care and 'what my bank does for me' is something i've been considering recently, after filling in a survey which asked me to rate how I felt the bank thought of me - with answers such as 'my bank doesn't care about me personally and I am just a number to them' 'and I have never felt like my bank ever did anything to benefit me' I got a bit of a bee in my bonnet about it. I only have a basic account with them, so pretty much all they do is send me out a statement each month. In the past I have even had issues with this service, when I've tried to change my address and it hasn't gone through on the system.

This aside, I have been with the bank for about ten years, and have never really felt any sort of strong feelings for or against them. that is until I went in to (yet again) change my address the other day. The assistant who served me was so helpful! I had literally only gone in to change my address, and ended up having a half hour personal account review with the guy. although usually in those circumstances when you intend to do something which takes a minute, and ends up taking an hour, you feel like you've been had, I really didn't feel like he was trying to sell me anything - obviously, some products were offered, such as a credit card, and other accounts, but generally, he was just trying to help. My financial situation is very soon going to change significantly, and he was very understanding, and knowledgable about the facilities and products they could offer which would be best for me, and he gave me a few select pieces of literature, which have actually proven to be both useful and readable, which was a pleasant surprise.

I can't say i'll be popping in every week for a customer review, although I do feel far happier now about just popping in for a chat, whereas before, I wouldn't have thought they would care less, so I just wouldn't have bothered. So thank you Natwest, for restoring my faith in your customer service!

Summary: a helpful and positive experience