@MetLife – Steven Kandarian – Dear Mr. Kandarian, I am a client services rep with a large financial firm A

Lisa Dalton sent a message to Steven Kandarian that said:

Dear Mr. Kandarian, I am a client services rep with a large financial firm A significant amount of our accounts are with MetLife and Brighthouse. I call service line at least 7-10 times a week to inquire about client annuities and life insurance policies. I must say after 10 years of contact with MetLife & Brighthouse representatives, the level of service has decrease to the least accommodating companies I have contact with throughout my work week. Long hold times, transferring to different departments (even though a contract number is entered into the system) and sometimes a disconnect after being on hold for more than 30 minutes. Imagine the frustration after holding for 30 minutes only to start over. I believe someone in your company should consider reviewing your customer service procedures. Not only is the phone service lacking but the eService website is incorrect 40% of the time which leads to a phone call to get the correct information. I is a frustrating loop. I would be more than happy to provide specific incidences if you would like. I'm sure other administrative assistants would be able to provide their experiences also. I hope this email provides constructive feedback that you will use to improve your customer service. Thank you, Lisa Dalton

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