Last week inExample Of Really Bad Client Service, I told the story of my colleague’s really bad experience with Bank of America. Per my custom, I tweeted about my post. A number of people retweeted my tweet, and eventually one of them included @BofA_Help on the retweet. @BofA_Help is described as "official Bank of America twitter reps, here to help (sounds like that old joke "we’re from the government and we’re here to help"), listen and learn from our customers." These folks have tweeted over 9,000 times and they actually tweeted "thank you for letting us know" about the story of the assault by B of A on my colleague’s accounts.
My post included my colleague’s name and our firm name, so any third grader could figure out Lisa’s email address. I just checked with her, and no one from B of A so much as sent her an email saying there were sorry. So let me be clear of the B of A twit people–saying you are there to help and listen and learn is different from actually doing those things. Just like saying you care about your customers is different than, say, actually caring about them.
B of A: swings and misses again. Lame.