Greg Stevenson was trying to refinance the mortgage on his four-bedroom home in eastern England when...

Greg Stevenson was trying to refinance the mortgage on his four-bedroom home in eastern England when things started going awry. An attempt by his bank, TSB, to shift data to a new computer system had gone spectacularly wrong. For several maddening days, he could not connect to his account, transfer funds or reach anybody at the bank for help.

“I felt abandoned,” said Mr. Stevenson, a 31-year-old software developer. “I needed to be moving money around, and I needed access to my bank.”

Question: Explain, in your own words, why the passage is interesting and/or important.

Expert Solution

The above passage is interesting and important as it stresses on the importance of proper customer service. Here, the customer i.e. Mr. Stevenson was planning to refinance the mortgage but it so happened that the bank was shifting data from one system to another. Meanwhile the customer i.e. Mr. Stevenson was not able to access his account or carry out any financial transactions online. In today's digital world where all banks are providing digital services to its customers, the lack of sincerity and carelessness involved in the upgradation of data is unnecessary. It will only lead to dissatisfaction of the customers and they may even choose to shift their account to another bank. The point to be noted here is that the banks and other financial services institution should be up to date in terms of technology and their services should be prompt. After all the customer is the king and they should be served properly and satisfied.

jeff jeffy answered 2 years ago

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