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When the customer makes a mistake - what is worth watching in banks?

The specificity of the banking industry, which is the responsibility for the client's money, makes ensuring the security of our funds not so much an added value but a basic element of the functioning of each bank.


This applies not only to the technological security of transactions, but also to the safe management of our funds, and even supporting us as customers in the safe use of money through banking systems.


Therefore, a decent bank calls the customer, for example when:

  • from his account, a transaction is made for a significant amount, with a minimum value determined by the bank (e.g. PLN 100,000) or significantly higher than transactions carried out so far,
  • when using a customer’s payment/ credit card, a transaction will be made via a website that for various reasons does not meet the bank's security criteria,
  • a card payment will be made at a location far from locations where transactions have been made recently / usually (eg on another continent).


This concern for security allows banks to protect the customer, not only by the actions of third parties, but also against mistakes that sometimes happen to us.


Let him first throw a stone, whom has never happened in some form, put a comma in the wrong place or write about one zero too much ...


Can such practices be used in other industries?


Currently, also companies from other industries than banking acquire and process an amazing amount of customer data (eg thanks to loyalty programs) - know what products they buy, in what quantities, when, etc.

This information can be used for the sake of the client and help him to avoid mistakes made by himself, e.g.:

  • the client of the clothing store has previously bought clothes in size 38, today she buys a size 44 shirt: maybe she buys it for her mother, but maybe she made a mistake, measured two blouses and eventually took what she did not want, maybe the hanger was badly marked? It's worth asking when the payment is made.
  • the customer has always bought lactose-free milk, today he is buying a normal one: maybe the child who is allergic to lactose has just left for the holiday and he and his wife will gladly drink plain milk, maybe he made a mistake and took the wrong milk from the shelve? It is worth asking when making payments.


Regardless of whether the reason for a different purchase on a given day was a customer error or just another need - we win because we confirm that we care about customers and help them avoid the consequences of making mistakes.


28 January 2019



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