Controlling Communications for Customer Benefit
Gonzobanker, my favorite banking commentary (ok, the list of interesting banking commentaries is short but must include Tom Brown) has a checklist for bankers to see if they are using their communication practices to hide from customers or provide reasonably friendly service. http://www.gonzobanker.com/article.aspx?Article=305 Santiago Patiño's checklist includes voice mail only as a last resort, no mindless use of cc on emails, telephone etiquette like answering by the third ring, and tight integration of voice response units with the call center so you can get out of voicemail hell. Provacative, as usual.
