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November 25, 2014
If You’re Focused, It’s Not that Hard to Help a Customer
 
Banking used to be customer-focused and highly relational. But David Segal, as The New York Times’ Haggler, provides an example of how some folks at Bank of America let process and procedure, if not their own laxity, get in the way of good, relational customer service.

Good public relations has to do with focus — focus continually on the customer. If procedures or laxity get in the way, a relational setting becomes dismal. Like any other business, banks should understand that.

(Times illustration by Christoph Hitz)

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Doug Bedell has a background in journalism and PR and is the owner of Resource Relations LLC in Central PA, focusing on organizational and crisis communication. He’s the community manager of SimplyFair.net, a social network on fairness. On the Web, Doug’s at www.ResourceRelations.com. On Twitter, he’s @DougBeetle.
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