When Westpac began to see a dramatic increase in customer complaints a few years ago, the bank created the Zero Tolerance for Customer Failure program to address systemic issues. Part of the effort centered on listening and responding to a widespread customer concern: exception fees. Westpac reduced those fees across the board on credit card, savings, and transaction accounts. Just 12 months after the program began, the bank reduced the average monthly complaints by more than 50 percent.