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Bank 2.0 by Brett King

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Relationship Manager, PriorityBanking Team

An email such as this should never have been allowed to see the light of day, whether or not the relationship manager felt he was in the right or wrong. The issue is that this has almost certainly permanently damaged the brand of this institution in the mind of the customer. There should have been specific training on how to handle the issue, and most likely the response should not even have come from the relationship manager in question, or if it did, it, should simply have been an acknowledgement of the customer complaint and a suggested resolution.
With an estimated 165–190 billion corporate emails distributed daily,4 the sheer volume of electronic correspondence literally guarantees every company ...

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