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Chapter 41. In Service

It may be called client focus or “the voice of the customer,” but it's about service. I had a chance to learn more about this when I first opened a bank account in Australia. I dutifully filled out the forms, proved my identity, and plunked down my first deposit. Did I want checks? Yes, of course. Did I want a keycard? A what? A card for EFTPOS. EFTPOS (pronounced “eftposs”) is an everyday word in Australian English. “Is this the EFTPOS line?” the person behind you at the supermarket asks. “I want to EFTPOS this order,” another customer says. Those in financial services will understand that EFTPOS stands for “Electronic Funds Transfer, Point Of Sale.” In Australia, you buy groceries, pay bills, and get cash, all with EFTPOS.

So, of course, I wanted the bank to give me the card, even though the bank policy required me to call for it in person. After picking it up and carrying it unused for a week, I went to get some cash.


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