Social Customer Service Review – Royal Bank of Scotland

Social Customer Service Review – Royal Bank of Scotland admin

Royal Bank of Scotland is one of the retail banking subsidiaries of the Royal Bank of Scotland Group. They also operate with Natwest and Ulster Bank. In this post we will be looking at mostly the retail banking division of Royal Bank of Scotland.
Royal-bank-of-scotland-logo
RBS has presence is most of the major social media platforms. They have a presence in Facebook, Twitter, Linkedin and Flickr. They also have a dedicated customer care handle on Twitter which is a good way to go.
Element 1 – Tone of Messaging
In all their social communications they have a very personal touch.
Element 2 – Are they sending canned responses, without understanding the context?
There are no canned responses sent. The responses are with understanding the context. Complaints are handled extremely well.
 

  For Queries regarding the services they responded with the appropriate links which answers to the queries. Customers can anyday get back to them for any clarification on the same.


Element 3 – Turnaround Time
In Twitter, the brand responded within the next half an hour. Sadly they do not allow fan post on their Facebook page. As a result their response time on Facebook is affected. It takes them nearly 24 hours to get back to customer complaints. The reason being, differentiating a normal comment on post and a complaint is difficult for the brand.
Element 4 – Is brand sending personalized replies?
Almost all the responses sent out by the online or social customer support is personalized. This is with clear understanding of the situation as mentioned earlier.
Element 5 – Is brand following up on the complaints?
The brand do follow up complaints very closely. The Royal Bank of Scotland
They make sure the case is closed.
The Royal Bank of Scotland-2
Element 6 – Is brand answering to all the queries?
No. The brand do not answer to all the queries.
 
Element 7 – Is brand sending duplicate replies?
No duplicate replies is sent.
 
In Summary, the brand handles customers very well on social media. The major drawback of their social media presence is that customers are not allowed to post on their Facebook page. As a result, some angry customers started posting their grievances as a response on the Brand post.

0 0 vote
Article Rating
Subscribe
Notify of
guest
0 Comments
Inline Feedbacks
View all comments
Privacy Preferences

When you visit our website, it may store information through your browser from specific services, usually in the form of cookies. Here you can change your Privacy preferences. It is worth noting that blocking some types of cookies may impact your experience on our website and the services we are able to offer.

Click to enable/disable Google Analytics tracking code.
Click to enable/disable Google Fonts.
Click to enable/disable Google Maps.
Click to enable/disable video embeds.
Our website uses cookies, mainly from 3rd party services. Define your Privacy Preferences and/or agree to our use of cookies.