The Art of Communication #02

A good example of the importance of proper communication (especially users):

When I was using the eBanking service from Hang Seng Bank last evening, I found the "transfer" service was not available with only a shocking message shown on the screen:

"This service is not available to your customer segment."

I first suspected that might be caused by client side (my browser). As an experienced savvy in the Internet, I tried the service again & agin using different browsers and separate login session. Then I confirmed the problem was at the server issue.

What happened to me? Was the bank changed their service T&C? Was my deposit classified as "cheap" customer or some hackers changed my account information causing the problem?

From shocking to worrying, I then called to the banking's customer service. After waiting for over 15 mins (twice: first call cut off automatically after 8 mins and second call waited for 7 mins), I finally connected to some human being (from IVRS, one of the stupid inventions in the world) and the customer service officer told me that the system was under maintenance and my service would be resumed to normal the next day.

What a drag! If the bank could use a proper notification message like "Our system is currently under maintenance and the service is temporarily unavailable. The service will be resumed at HH:MM. Sorry for any inconvenience caused!", the scenario would be very straightforward and lots of problems could be avoided.

The bank mistakenly used an improper notification message and it ended up with a series of troubles/complaints:

1. Users (customers) were mis-informed causing unnecessary suspicion/worry (hacking, change of bank's service condition....).
2. These induced a lot of phone queries to the customer service causing overloaded to the phone service.
3. Owing to the overloading calls, the service level of the phone service was seriously affected (I took 15 mins for the call).
4. Last but not least, those innocent customer service officers had to repeatly explain the issue to all angry customers and to stopplessly apologize for such mistake.
   

Needless to say. Proper communication is crucial!