Terry Prone: The customer is not always bright — but a rapid response keeps everyone happy

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Finding a human at the end of a 'helpline' who actually helps — in my case, kudos to Bank of Ireland's Garret — should be normal rather than a cause for celebration. Picture: iStock

So Francesca McDonagh has been over there in Switzerland, bailing like hell to keep Credit Suisse afloat, and I’m over here ready to tackle a consumer issue with the bank she used to work for, Bank of Ireland. 

I know the two are not comparable. Her challenges are bigger than mine. But anybody making that phone call seeking consumer assistance from a bank knows, first of all, they’ll be offered three or four choices, none of which quite match the need.