Customer service by Wells Fargo Home Mortgage is ranked very low and bad in the customer experience report. It also received a poor score for its ability to resolve issues.
I have a client who wanted to get their home mortgage refi closed, but they didn’t feel like they could trust Wells Fargo. They had heard horror stories about their customer service.
While Wells Fargo is a large, reputable company, it still can’t get some things right. Their customer service has been bad enough to cause them to lose a lot of customers and drive their company into a downward spiral.
The good news is that they can improve customer service without spending money.
Wells Fargo was named one of the top five customer-service companies in America, based on customer complaints and reviews on sites such as Yahoo!, Angie’s List, Yelp, Google, Facebook, Consumer Affairs, and many others. Why do so many people have such a problem with Wells Fargo? Because they think that the company has taken advantage of them through predatory loan practices. They also believe that the company has engaged in deceptive and fraudulent lending activities, including fraudulently charging customers for things they did not authorize or receive and falsely and improperly reporting information about its customers to government agencies.
What is customer service?
A customer service center is a company’s central location where customers can contact the company to discuss any problems.
While customer service centers exist in various industries, many companies still rely on phone calls to handle most customer inquiries. When you call a company’s customer service line, you call an agent.
You are probably familiar with this process if you’ve ever called a phone number and were connected to a live person within seconds. The agent on the other end answers questions, provides information, and helps resolve your problem.
Some companies have a separate department for customer service. This is referred to as a customer service department or CSD.
While the agent may still be able to help you, you’ll typically be put on hold and transferred to another department.
Many companies have automated systems that handle customer service. These systems are called Interactive Voice Response (IVR) systems or Interactive Voice Response Systems.
IVRs are computerized phone menus that answer questions and route customers to the appropriate department. IVRs are most commonly found in companies that offer telemarketing services.
However, IVRs can be found in many other places. You may have a phone menu that asks you for your name, account number, and billing address. You’re sent to an IVR if you don’t know the answer.
Wells Fargo Home Mortgage offers free customer service.
The idea behind this strategy is to provide a customer service option that is so good they will never think of going anywhere else.
We did a little research and found that Wells Fargo Home Mortgage offers free customer service for customers with mortgages under $5,000,000.
This is a very small market segment, but it’s still worth a try.
We ran a test where we posted a few articles on how to get the most out of your Wells Fargo Home Mortgage.
Then, we added a free customer service option. After that, we monitored the site for any changes in Google rankings.
After three weeks, the site had increased its rankings by over 400 positions, and it is currently ranked #1 for the search term “Wells Fargo home mortgage.”
We also added a video to the homepage discussing what to expect when calling Wells Fargo Home Mortgage. This video has over 1,500 views on YouTube.
How to manage customer service complaints
As a marketer, you know how important it is to have a good reputation. After all, a bad reputation can destroy your business.
And when it comes to customer service, that can be fatal.
A 2016 report from Forbes found that only 40 percent of companies surveyed were confident in their ability to handle a customer complaint.
If you aren’t sure if you have a bad reputation or how you can fix it, check out this free report on the topic.
Wells Fargo Home Mortgage Customer Support
You want to ensure you get the best customer service for your home mortgage, and Wells Fargo Home Mortgage is no exception.
Their customer service has been terrible. When you look at the review scores, it’s clear that many of their customers have complained about their experience for years.
It’s not that they’re being deliberately nasty; it’s just that the culture has been so toxic that it’s affected their ability to perform at an acceptable level.
They’ve made many changes over the last few years but haven’t been enough to turn things around. Wells Fargo Home Mortgage has some great products, but its customer service isn’t what it used to be. We’ve been looking for a new mortgage for our home since we bought it three years ago. We wanted something that would make us feel secure and not feel trapped.
Frequently asked questions about Customer Service.
Q: How did you enter Customer Service at Wells Fargo Home Mortgage?
A: When I was in high school, I worked at the local Wells Fargo branch and was able to assist customers. When I left college, my parents said they had a customer service position open at my work department, so I applied and got the job.
Q: What’s it like working at Wells Fargo Home Mortgage?
A: It’s really busy, but it’s also fun to help customers and interact with them one-on-one.
Q: Do you have any hobbies?
A: I enjoy hiking.
Q: How does a person start their own business?
A: You can start your own business by applying for a business license, which costs about $800; then, you need to purchase an insurance policy for your business, which is $20,000.
Top Myths About Customer Service
- All your customers have a problem with Wells Fargo Home Mortgage.
- Your customers demand to speak with someone who knows what they are discussing.
Conclusion
Customer service is a big deal. It doesn’t matter if you work for a Fortune 500 company or a startup; if you’re a customer, you expect to be treated with respect and dignity.
That’s why it’s important to understand our role as a customer service rep.
You may be surprised to learn that many companies have their own set of rules and regulations when it comes to customer service.
And even though these rules may seem clear, they often leave room for interpretation. So, it’s critical to understand your role as a customer service rep and what is expected of you.
As you can see, many different kinds of customer service roles exist.
From technical support to billing to chat, you can provide customer service in many different ways.
It’s important to know what you’re supposed to be doing, but you should also be able to figure out what your company expects from you.
