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Customer Service
Sep. 3rd, 2004 09:51 amSeems to be my week for customer service stuff.
In line at the bank, three tellers. One has a "next teller please" and appears to be arranging her cash stocks. Fine, but do that at 10, not at 9:30 when you have 6-8 customers in line, thanks. Second teller has a commercial customer (not at the commercial line, mind you) who is taking forever because he wants large amounts of small cash and coins. Third teller seems to just be slow, period. Commercial guy finishes up, and the teller puts up a "next teller please" sign and proceeds to do cash maintenance. Still 6-8 people in line. I'm at the head of the line finally, and the third teller comes free, but a manager comes in, sees the other two tellers are "busy" and grabs the free teller to do something. So now there are no tellers working with customers, out of three standing behind the glass.
Teller one comes back online and moves her sign and quickly handles my deposit. I mildly admonish her when she asks how I'm doing ("Fine, but I'd be doing better if y'all would handle your administrative tasks sometime when you don't have 6-8 people in line."). Then I decide, transaction completed (took all of maybe 20 seconds? a simple deposit* was all I was doing), I go up to the manager and let her have it over the piss-poor customer service. She handled it well, you can tell she's been trained on dealing with disagreeable customers, though a bit more sincerity in the apology and less perfunctoriness would have been appreciated.
* I don't use ATMs for deposits, ever since my first grand jury service where no less than three banks testified as to their ATM deposit handling procedures. Can't tell you much about the testimony, but suffice to say I will never, ever use an ATM to desposit anything. I want the live person handling it, confirming it, and giving me a slip certifying that they did so.
In line at the bank, three tellers. One has a "next teller please" and appears to be arranging her cash stocks. Fine, but do that at 10, not at 9:30 when you have 6-8 customers in line, thanks. Second teller has a commercial customer (not at the commercial line, mind you) who is taking forever because he wants large amounts of small cash and coins. Third teller seems to just be slow, period. Commercial guy finishes up, and the teller puts up a "next teller please" sign and proceeds to do cash maintenance. Still 6-8 people in line. I'm at the head of the line finally, and the third teller comes free, but a manager comes in, sees the other two tellers are "busy" and grabs the free teller to do something. So now there are no tellers working with customers, out of three standing behind the glass.
Teller one comes back online and moves her sign and quickly handles my deposit. I mildly admonish her when she asks how I'm doing ("Fine, but I'd be doing better if y'all would handle your administrative tasks sometime when you don't have 6-8 people in line."). Then I decide, transaction completed (took all of maybe 20 seconds? a simple deposit* was all I was doing), I go up to the manager and let her have it over the piss-poor customer service. She handled it well, you can tell she's been trained on dealing with disagreeable customers, though a bit more sincerity in the apology and less perfunctoriness would have been appreciated.
* I don't use ATMs for deposits, ever since my first grand jury service where no less than three banks testified as to their ATM deposit handling procedures. Can't tell you much about the testimony, but suffice to say I will never, ever use an ATM to desposit anything. I want the live person handling it, confirming it, and giving me a slip certifying that they did so.
