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BOA Branch Customer Service Takes A Turn

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Bank of America’s (BOA) Chief Executive Officer, Brian Moynihan, is what I would call a one of a kind exemplary executive officer. Mr. Moynihan personally responded to a letter I sent to him complimenting his local branch associates. He wrote, “You were very kind to take the time to write about the service you received from….and ….. It is gratifying to hear, as I am very proud of the fine team of associates we have at Bank of America. Please know that we appreciate your business and will continue to do all we can to serve your financial needs.”
It is clear from this letter that CEO Moynihan values customer feedback and the service provided by his associates. However, On December 2, 2013, I went back to the local branch for assistance. C. A. Healy, Assistant Vice President, was my customer service representative. He was unfriendly, non-responsive at times, and expressed that the assistance I needed can be acquired online. When I shared, I attempted to get online assistance to no avail. Mr. Healy printed my account information from his computer without asking me the nature of my visit to the branch.
Customer service should start at the top as it did with Mr. Moynihan. From the top to the down, customer service may have a ripple effect down the line. In this situation, the line was not straight. It took a turn at the Assistant Vice President and went to the bottom to the bank associates. Customer service may vary from branch to branch; however, it is important that managers lead by example.
Mr. Healy never addressed my concerns or dissatisfaction but allowed me to leave the establishment even after I commented on my written correspondence with his CEO.

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