Magazine article American Banker , Vol. 163, No. 222
By HARRISON, BARBARA A. REHM^DAVID
Staking out a new regulatory domain, acting Comptroller of the Currency Julie L. Williams urged banks Wednesday to upgrade customer service.
Ms. Williams said if it does not improve, the banking industry is in danger of losing market share to rivals-a warning recently sounded by Citigroup Inc. co-chairman John S. Reed.
"Customer service is a key competitive intangible-a factor that will profoundly affect the future of competition in financial services," Ms. Williams said in a speech to the Exchequer Club.
This was the first time that the Comptroller's Office has singled out lackluster service as a regulatory problem.
It can become a regulatory concern by way of reputation risk, which since 1995 has been one of the nine factors that national bank examiners consider in gauging an institution's safety and soundness.
Ms. Williams said customer service "means the difference, long-term, between a business that is robust and one that withers. And that is why, as a supervisory matter, the OCC cares about how well banks are responding to this challenge."
Part of the problem, Ms. Williams said, is that banks have raised service fees "without adequate explanation, without gauging their effect on public opinion, and without calculating the trade-off between short-term income and long-term reputation risk."
Without detailing what actions her agency might take, Ms. Williams made it clear that a bank's track record with customers is part of the agency's jurisdiction. "Modern supervision is not simply a matter of applying sets of laws, rules, and regulations," she said.
Industry analyst James J. McDermott said regulators are right to be concerned. "In a highly competitive, homogeneous product environment, the quality of service can and will be a distinguishing characteristic of successful companies," he said.
Mr. McDermott, president of Keefe, Bruyette & Woods Inc. in New York, said Mr. Reed's Oct. 26 speech was "a clarion call to the industry in terms of marketing, in terms of execution, in terms of follow through, and in terms of cross selling."
Speaking to a Consumer Bankers Association conference, Mr. Reed knocked the industry's "atrocious" attrition rates and "lousy" customer satisfaction. He labeled the surge in automated teller machine fees "harassment pricing."
Like Mr. Reed, Ms. Williams said that if the banking industry continues to neglect quality and customer satisfaction it may suffer the same fate as the U. …