NatWest Hello, can I help you?
Mktg Yes, I hope so. I am ringing on behalf of my aged mum about her NatWest account. She is concerned that money has not been going into the account.
NatWest That is understandable. We are rectifying the problem and expect it all to be fixed by Friday. Any funds that haven't gone in should be in by then. We apologise wholeheartedly for any problems we have caused.
Mktg Will the money show up in my mum's account on Friday?
NatWest Hopefully. We hope to have it all rectified by Friday. Please pass on my deepest sympathies to your mum. It has been a testing time for everyone.
Mktg I think one of the things my mum has been stressing out about is that there has not been any correspondence. Have you sent out any correspondence to your customers about this? I think she just wanted some sort of reassurance.
NatWest No, we haven't sent any correspondence out. But there has been lots of coverage on the news about this and NatWest spokespeople have explained what the bank has done to rectify the problem.
Mktg I have seen some of that on TV. So what happens if the money is not in on Friday?
NatWest One thing I neglected to mention is that if the funds are not in your mum's account, then we will replace those funds. That facility will be open until your mum's money has gone into the account.
Mktg OK, that is interesting, I didn't know about this. How does she go about getting access to this?
NatWest I can give you details now, if you like. It it fairly self-explanatory. We have found a number of our customers wanted to take advantage of it.
Mktg OK, thanks.
Verdict: 10 out of 10
The call-handler was one of the best Mole has ever encountered. She was informative, up-to-speed on what was happening at NatWest and, above all, sincere and apologetic. She was a credit to her employer and would have put anyone's mind at rest.