Technology, Humans and Customer Service

This is a story about bad customer service and lessons it holds for financial services firms.

At the risk of disclosing more than anyone might want to know about my personal finances, my last round of home refinancing brought me to Charles Schwab, where I took out a conforming first mortgage and a HELOC.  Schwab then sold the servicing rights to Quicken Loans, who styles itself as the “Home Loan Provider of Charles Schwab Bank.”

Read more at Celent

Technology, Humans and Customer Service

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