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Got chewed out by a customer for not flagging a $3.50 convenience fee on their wire transfer
They called my branch manager after seeing the charge on their receipt and now I read every single line of the fee schedule out loud before any transfer, has anyone else had to change how they explain costs to avoid misunderstandings?
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taylorm892mo ago
God yes, I had to completely change my script after a similar thing happened to me. Now I go line by line through the fee schedule with them, like "ok so there's a $3.50 convenience fee for processing this wire, and then if it's international there's another $15 exchange rate spread charge, plus a $25 fee if you need it to arrive same day." I even make them initial next to each fee on a printed sheet before I hit send. It feels ridiculous but honestly it saves my butt because then they can't come back and say they didn't know about the $3.50 thing.
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noah4152mo ago
Ok but do you actually read the whole thing out loud every time now, or just for the ones that look like they might be trouble?
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