No customer service = no customers

I went to the local branch of my bank the other day. I had no option, as I had a cheque that needed to be deposited.

With the introduction of online banking, I find that rarely do I need to enter a bank. It’s so easy to log onto the internet in the comfort of my home and sort out what needs to be paid and how to manage my money.

Thank goodness I can do that because the 2 or 3 times each year that I have to attend the bank building in person, I find the service and experience deteriorates each time.

When I visited a few months ago, I discovered that my bank has now introduced a numbered ticket system. Possibly that’s good; if there’s a huge unruly crowd of people who are milling about and shouting at the bank staff to hurry up. Taking a number and waiting in order for your turn would perhaps quell the riotous crowd.

The day I was there, I was alone. There were no other customers. Not realising the now-correct protocol, I stepped up to the counter. But the teller wouldn’t serve me till I had gone back, got a number and waited for that number to be called.

*rolls eyes*

Like the well disciplined diva that I am – I did as I was ‘told’.

This time when I went to the bank I knew what to do – I took a number and waited to be called. The girl behind the glass was busy so I had to bide my time. With nobody to talk to (the bank was empty again) I was able to test that old theory; if-you-stare-at-them-long-enough-they-have-to-look-up-soon.

My number was called and I stepped up to the counter. “Hello XXXX” I said brightly “how are you today?”  Thank goodness I could see her name clearly, I wouldn’t want to be rude and not acknowledge that.

The bank staff member raised her eyes from the computer and mumbled – “which account do you want this in?”

I gave her the answer and she lowered her eyes back to the screen in front of her.  Then she handed back my account card – the one with my name on – gave me a paper receipt and turned back to her computer.

For one brief moment I wanted to say “if you can’t read or pronounce my name that’s ok. I won’t mind if you call me number 155.”

I didn’t; because I don’t think she would have got it. But I now understand why I was the only customer in the bank.

And as I walked away I thought to myself –

Oh, Barbara from Bank World  – you still have a lot to learn to improve your customer service skills!

 

Carmel McCartin – Budget Bitch

And don’t forget – (The views expressed in this blog are the personal opinions of the author. Don’t rely on them to make financial decisions, you have to make up your own mind. If you don’t like the content – then either stop reading or send me an email)

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