The Extraordinary Tourist
My Bank Doesn't Understand Customer Service
Wednesday, July 23, 2008
My bank doesn't seem to understand the appropriate level of customer service for their industry.
It spent the best part of the nineteen nineties pushing their customers out in front of the ATM machines by reducing the number of tellers and charging fees for counter withdrawals.
They then spent the best part of the new millennium promoting their outstanding customer service by bringing back all the services they'd spent the previous decade cutting back on.
I walked into my bank today, like I have many times before, and was practically accosted by a man at the Customer Service desk, "Hello, how are you? Just going to the Tellers are we?"
"Errr... yes," I was somewhat taken aback. For a minute I thought I'd walked into the wrong place.
The guy realized I had no interest in him as I, like most people, know that to deposit a cheque, you need to head straight to the teller windows. I mean it's not a boutique clothing store where you expect assistance, it's a bank.
In a bank, if you're not making a specific transaction at a teller, there's usually only one other place to go - The Customer Service Desk. You don't need the customer service people to come to you because you already know that you can go to them for anything you can't achieve at the teller windows. Why can't my bank understand this?
I suspect my bank has been taking a browse through the fast food, Would you like fries with that, customer service handbook. Their Tellers, some time ago, started trying to interest me in other products like home loans. I've no idea why? Especially after they've probably just seen my laughable account balance as I deposit yet another modest cheque. If I wanted something else I would've asked, right?
Although I appreciate friendly customer service, in a bank, staff just should be there when you need them. They don't need to get in your face and they certainly don't need to be up-selling. My Bank shouldn't be giving me more reasons not like them (bank fees - don't get me started).
I can just imagine a robber running into my bank with a sawn off shot gun and a bag...
"Hello, how are you? Just going to the tellers are we?"
Comments:
Ha-Ha! I like that last quip - very funny!
My bank (Westpac)a few years ago, used to have a desk at the door with a woman coming forward to greet you asking if she could help you, which I found a source of annoyance!
This particular time, I had just gone into the bank to 'get myself sorted out' to put my money away and purse etc with other things in my hand, and didn't want to be doing it outside, and I told her this with a bit of annoyance in my voice!
I don't often go into the bank these days, just using the ATM, but have done lately, having some small refund checks to put in (other stories0 or an Email Cash one once. (just sent for another $30 one, which amounted quickly this time, probably due to large points for some surveys!)
They have put the desk back now, but it must just be for you to ask about anything or something special, because they have never bothered me when I've had to come in - thank goodness.
I could have done with them when I just wanted to ask for a new transaction booklet to write my incomings and outgoings in. I decided to just stand at the Service Window for that, but she was on the 'phone for a customer standing there and the woman at the desk at the door was busy with someone in another area, so I just has to wait it out, as I wasn't going to the teller windows in a queue just for that!
I would have liked the woman to have met me then to say, 'Can I help you?' but no luck when you want it!
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posted by :
July 25, 2008 10:31 PM
My bank currently has the customer service desk right at the entrance - which they've had there for ages - but this is the first time someone has actually spoken to me, from that desk, when I wasn't even going towards it.
I'm sure if I'd actually needed something at the customer service desk they would've ignored me until I came up to the counter.
Banks are funny like that.
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posted by TET (David) :
July 26, 2008 11:19 PM
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