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Bank of Hawaii backs promise with cash

HONOLULU - Bank of Hawaii is putting its money where its promise is regarding timely responses to complaints. Called the Rapid Response Guarantee, the bank pays customers $10 when it fails to responds to a question or concern by 4 p.m. that day. According to Bank of Hawaii Corp. Executive...

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HONOLULU – Bank of Hawaii is putting its money where its promise is regarding timely responses to complaints. Called the Rapid Response Guarantee, the bank pays customers $10 when it fails to responds to a question or concern by 4 p.m. that day. According to Bank of Hawaii Corp. Executive Vice President for Retail Lending/Marketing Lori McCarney, the campaign is part of an image improvement plan. Another recently launched customer service initiative is the “Tell Mike” campaign which promises that CEO Michael O’Neill will personally read all comments and if the situation warrants may even personally respond to customer issues. Rapid Response is available to any bank customer including commercial and mortgage customers. So how much has been spent so far? A little over $880 says McCarney.

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