Magazine article Marketing

Marketing Mole: We'll Call You - Barclays

Magazine article Marketing

Marketing Mole: We'll Call You - Barclays

Article excerpt

We lost our debit card after a night out on the tiles. Can Barclays ease our morning-after headache?

Barclays: Good morning. Thank you for calling Barclays.

Mktg: Hi, good morning. I can't find my debit card and I'm worried I might have lost it last night. I'd like to cancel it.

Barclays: Can you please give me your account number and full name?

Mktg: Yes. (Mktg provides details.)

Barclays: I'll pass you through in a second and inform the debit card team of your information. Could you please hold?

Mktg: Yes. (Mktg holds for three minutes.)

Barclays: Can you call back in 10 minutes? We're facing a problem with the card system.

Mktg: OK, but I'm quite anxious to cancel the card.

[Mktg calls back 10 minutes later.]

Barclays: Good morning. Thank you for calling Barclays.

Mktg: Hi. I tried calling a few minutes ago. I need to be put through to the debit card department to cancel my card, as I think I've lost it.

Barclays: OK, I'll put you through now. Please hold.

Barclays: (automated) Welcome to Barclays. …

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