Thread by @BankBetterGuy

Please Share. I'm mad:

Bank of America banker back east sent me this email that Bank of America sent them of how to "proactive outreach" (sales call) customers during this #Coronavirus normal.

Watch this and be pissed. I'm going to point out a bunch of things wrong here

First thing:

Turn on the "maximum empathy". Mind you this is a sales call. Do you think salesmen do well at funerals? Umm... No!

I'm not saying they don't feel legit bad for their clients but the fact that Bank of America tells them they should act with empathy is kinda weird

"I'm reaching out to check in with you and let you know that we're here for you"

Imagine someone you didn't really know saying that? Lol.

next paragraph that I couldn't POSSIBLY memorize about government, and medical officials.

Why call them just to talk about coronavirus?

Bank of America mentions to their staff that there's a site with more scripts on how to talk about something that is not their specialty.

THEN they address customers concerns about the stock market (not that bankers job to talk about that) to get a $20(!) bonus for that referral

Then if your client complains about not able to make payments, BofA is told to give them phone numbers to talk about it (working on getting what they say)

They call it the "Client Initiated Client Assistance Program".. meaning the customer has to summon Beetlejuice apparently

Seriously Bank of America, why not have a "Let's help the customers before they need to ask for help" program???? This is so dumb

This shit is the worst part. Last but not least. Bank of America is INVITING THEM IN TO REVIEW ACCOUNTS!!!! WTF?

"I know you have concerns about coming in, so let's set up an appointment for you to come in and talk about it" Wtf!!

Then also they talk about putting things in "saved items" which are sales things to talk about. I confirmed that when I went into a bank in Arizona last month..

Then teaching them how to use online banking and mobile which.. ARE SALES for the bankers!!! It's all about sales!!!

The fact that you keep your branches open is one thing, but to actively want to set up appts (which are goaled) to sell people shit (outlined in "saved items")

The fact that you tell them to turn up the empathy, even asking them how they are doing is bizarre, Bank of America

Do yourself a favor for your employees and your customers. BE MORE PROACTIVE and close lobby service, have associates be ATM/mobile ambassadors in some alternative way or be able to WFH in some manner.

Stop selling goddamn accounts!! Help your customers navigate the new Economy

I'm not going away to support the people that were my teammates and clients, Bank of America. This is insane and you need to stop.

TAKE CARE OF YOUR PEOPLE

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