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March 31, 2005
Customer service at Banks
Banks have a tough life today. Especially local banks, since they soon have to cope with a liberalised environment in Malaysia, what means more competition.
There are also bank robbers who every now and than want to run away with someone else's money.
However, it is good to nail a mission statement at the wall celebrating your customers, and making it clear to your employees that you value them.
Why then, I ask, do you have this windows or security barrier between you and your customers? Those with a small open gap? Customers have to lean against this gap to speak loudly to you. When your teller responds, customers have to turn their head to give you the ear - otherwise, it is tough to understand.
Is this gap or barrier for security? Not sure. Bullets would still go through the gap. And your poor customers, who stand outside, would still be exposed to the bad guys.
I think, it is because banks still don't really understand the value of customer service well.
Until banks understand it, well, nail a mission statement at the wall.
Posted by Andreas at March 31, 2005 02:03 PM
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Comments
I think it's a matter of choice and how much the bank wants to be 'open' with its customers. While security is an issue, the bank can take measures to be more vigilant to ensure security will not be breached despite an 'open concept'. When I first worked with Citibank, there were no glass barriers/windows separating customers and tellers. Other banks soon followed. I feel banks who still stick to the old fashioned way are too conservative and refuse to change with the times. Maybe they are just too lazy to come up with alternative measures that are more customer friendly.
Posted by: bkworm at April 1, 2005 07:07 AM
Maybe its to prevent minor abuse to the bank personnel by customers. Like grabbing them by the collar and shaking them up or something. Maybe I've been watching too many movies. Actually the banks I've been to provide pretty good customer service despite the glass barrier.
Posted by: chasyss at March 31, 2005 02:56 PM