18min chapter

"Upstream" with Erik Torenberg cover image

E80: Financial Plumbing with Patrick McKenzie and Erik Torenberg

"Upstream" with Erik Torenberg

CHAPTER

Navigating Banking's Customer Service Labyrinth

This chapter explores the inefficiencies and challenges of customer service in banks, emphasizing the frustrating tiered system that often leaves customers repeating their issues. It highlights the systemic disconnect between various service levels and the complexities of decision-making faced by financial institutions, particularly amid geopolitical tensions. Through anecdotes and historical perspectives, the chapter critiques how banks manage customer interactions while dealing with operational constraints and societal needs.

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