For two weeks my fiance Sarah had survived without her purse. It contained her cash-card, VISA, drivers license, library card, sewing gear, lipstick (and all those mysterious things women lug around).
It was not the first time she’d misplaced it. We’d turned the house upside down twice looking for it… but this time it looked as though it was gone for good.
“You’d better get your cards replaced” I said. “Have you called the bank yet?”.
She’s on the phone to BankDirect…
“No need to get a new card” they tell her… “We’ll help you find it!”
Really? How?
They’re right. Under one minute later it’s found.
Can you guess how they did it? Use ‘Post a Comment’ (above) to send your ideas.
WIN! The closest guess wins a Knockman from Popup
Some Conditions
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Postage: To a New Zealand or Australian address only.
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Model: Knockman Planet Series 1 – Blindbox (subject to availability).
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Sorry, BankDirect employees are not eligible – that’d be unfair!
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Guess as many times as you like.
Update: We Have Winners!
Runner-up: Bob
“They performed a quick user interview over the phone, drawing up a basic persona documenting Sarah’s purse-oriented goals and the tasks performed involving the purse. Then, highly trained method actors employed on a permanent basis by Bank Direct acted out a skit featuring the most recent scenario with aforementioned purse, which elicited the answer to the purse’s whereabouts. It was in her handbag.”
Zef Replies: Very funny Bob, but you were on the right track… (see method acting really does work!).
Winner: masemasemase
“I reckon Sarah called the bank to report her missing card. They looked-up her recent transaction history and let her know exactly where her last transaction was (probably at Common Sense Organics in Paraparaumu). She then re-traced her steps from there; thought about her ‘movements’ and discovered she left her purse in the car – cos her hands were full of bags filled with mung beans and tofu. Am I close?”
Zef Replies: Are you stalking my family? Mase is 80% right, but he was very wrong about the tofu and mung beans. While it is true my family has been known to purchase mung beans and tofu, we don’t buy it at premium prices from Common Sense Organics – we go to Pak’n’Save right next door who has them for almost half the price.
So, how’d they do it?
Sarah called the bank to report her missing card. They looked-up her recent transaction history and let her know exactly where her last transaction was – it was a local shoe store.
She then re-traced her steps and discovered she left her purse in the shoe-store’s plastic shopping bag (which she had stored in the kitchen recycling cupboard).
What’s impressive about this is that Bankdirect didn’t just charge Sarah a fee and send out a new card. This is better for the customer AND also better for the planet (saving on card-plastic and shipping).
Now, that’s great customer service all round…
9 responses to “Psychic Customer Service”
I going very hight tech here… did the card have RFID?
Good try, but no. The answer does involve technology, but even RFID would struggle to beam a message all the way from Kapiti to the contact centre in Auckland!
They performed a quick user interview over the phone, drawing up a basic persona documenting Sarah’s purse-oriented goals and the tasks performed involving the purse. Then, highly trained method actors employed on a permanent basis by Bank Direct acted out a skit featuring the most recent scenario with aforementioned purse, which elicited the answer to the purse’s whereabouts. It was in her handbag.
They helped her retrace her steps using a highly developed bank step retracer process while over the phone?
Or, when you say found, you just mean it’s location became known. In which case, it had been sent into the bank and they were promptly organising to send it back??
She left her purse at the bank….
To clarify – they helped Sarah find her missing purse (with the card it in) at her residence.
Sorry Olivia, the purse wasn’t at the bank.
Bob, your piss-take of my method-acting ideas is actually the closest answer so far…
had a list of top 5 places commonly left,
…or some hi-fi gps(ish) tracking device? (pretty unlikely though)
I reckon Sarah called the bank to report her missing card. They looked-up her recent transaction history and let her know exactly where her last transaction was (probably at Common Sense Organics in Paraparaumu). She then re-traced her steps from there; thought about her ‘movements’ and discovered she left her purse in the car – cos her hands were full of bags filled with mung beans and tofu. Am I close?
Yeah, a mama with hands full of toddlers needing wees, bags of vegetables, sun hat, various clothing gathered from the car, and the keys clenched between her teeth is likely to leave the purse either under the seat in the car or maybe in the veggie crisper.