Bank service sucks? Maybe not....
A lot of people complain about the bad service they get from their banks. I've always wondered about that because I've always gotten pretty decent service and at times, very good service too!
And this is not at the bank where I work but at other places.
After having a bit of think about it - I believe it really boils down to the customers themselves.
Looking back at the type of customers who complain a lot - I'm sorry to say that most of them are really a clueless lot. The unfortunate thing is these are the type of people who THINK they know everything but in reality, ahem..., don't know very much.
So they ASSUME that things should be done this way and they ASSUME that the poor customer service officer can read their minds. They ASSUME that they are right and everyone else (especially the bank that is 'out to cheat their money') is wrong.
See the pattern?
Really, a bank is just a business. The people who work there are just salaried employees. Policy and procedures are created usually by committee and after much testing (but this varies bank to bank) and it is meant to cover most general situations. Not every situation and certainly not a situation that our dear customer have concocted in his little weasel brain that also told him that the sun revolves around his sorry ass!
So if you want good if not excellent service - here's what you do (it works for me):
1. Smile even when you are on the phone - you sound so much nicer and it makes people want to help you.
2. Don't assume anything. Seriously. Bank A has one way of doing things while Bank B may be the complete opposite - so why compare? It's only making things harder for yourself.
3. Don't go in saying things like - I am a valuable customer!! Obey me!! Geez man, you may be a costly customer that your bank may be more than happy to see the back of you. See rule no 2.
It works, believe me.
And this is not at the bank where I work but at other places.
After having a bit of think about it - I believe it really boils down to the customers themselves.
Looking back at the type of customers who complain a lot - I'm sorry to say that most of them are really a clueless lot. The unfortunate thing is these are the type of people who THINK they know everything but in reality, ahem..., don't know very much.
So they ASSUME that things should be done this way and they ASSUME that the poor customer service officer can read their minds. They ASSUME that they are right and everyone else (especially the bank that is 'out to cheat their money') is wrong.
See the pattern?
Really, a bank is just a business. The people who work there are just salaried employees. Policy and procedures are created usually by committee and after much testing (but this varies bank to bank) and it is meant to cover most general situations. Not every situation and certainly not a situation that our dear customer have concocted in his little weasel brain that also told him that the sun revolves around his sorry ass!
So if you want good if not excellent service - here's what you do (it works for me):
1. Smile even when you are on the phone - you sound so much nicer and it makes people want to help you.
2. Don't assume anything. Seriously. Bank A has one way of doing things while Bank B may be the complete opposite - so why compare? It's only making things harder for yourself.
3. Don't go in saying things like - I am a valuable customer!! Obey me!! Geez man, you may be a costly customer that your bank may be more than happy to see the back of you. See rule no 2.
It works, believe me.
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