Lloyds TSB

July 2005
Marketing (00253650);7/13/2005, p76
Trade Publication
This article presents an analysis of the customer services of Lloyds TSB PLC. Given the negative coverage that this story has received, it was surprising the call-handler did not know that Lloyds was one of the banks cited in the press. She quickly looked into the story. When she realised that she didn't know Lloyds' response, she consulted more senior colleagues. The call-handler admitted there had been a "situation", but it had been resolved. She gave the impression Lloyds is an honest organisation.


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