Friday, August 14, 2015

Some Things Just Don't Make Sense - Customers Ought To Be Priority One

Bank Teller Stations
 I don't know about you,  but it never ceases to amaze me how in business, the very positions that are needed for great customer service are now always the least filled. I say this because it has been my experience in these past years to walk into a bank and find two tellers working with a line of customers standing outside of the door. What really makes this scenario all the more ridiculous is that you have one person standing at the door acting as a greeter and another just walking around aimlessly with a clipboard or tablet device. Then you see a flurry of people walking in and out of doors punching in secret codes/combinations with nothing being done at least to the knowledge of the customers patiently and impatiently waiting on the now longer line. I often question, wouldn't it make more customer service and business sense to have the greeter and others wandering around the building aimlessly to fill the unmanned teller slots? There will be four or five teller stations with only two tellers working and the other three stations closed; yet, there is a greeter and others just walking back and forth. I've noticed this same phenomenon in supermarkets and department stores. There will be two cashier check out lines open with fifteen with the lights off letting customers know that they are closed and don't let one of the two that is open have a break or is at the end of his/her shift.

I am well aware of the automated teller machine (ATM) technology at banks and the automated self-serve payment options at most if not all supermarkets and department stores now; however, in my opinion it is just not good customer service to have all of these people milling around when they could be assisting customers with checking out or taking care of their banking needs. I for one am not a fan of the self-service automated payment machines and would rather interact with a human being. Now mind you, I am very tech savvy and I am highly capable of scanning my item(s) through the machine and then inserting my money or credit/debit card into the slot. That's not the point. The point is customer service is being terribly sacrificed with the very limited amount of teller windows and check out lines open in these banks and stores. I am sure that I am not the only one who feels this way, so I don't quite understand why the CEO's, directors, supervisors, managers, etc. etc. are not more mindful of this. I find it hard to believe that the store or bank managers don't see the looks of aggravation on customers faces as they have to wait in these long lines to be served.

Perhaps one day, bank and store managers will wake up and realize that true customer service is not occurring with only two teller windows open when there are five or six available. That true customer service is not occurring in a supermarket or department store when there are nearly twenty check out lines with only two cashiers open ringing up the purchases of customers. I don't know about you, but I would rather have the greeter behind the window helping customers as a teller than just standing around saying "Welcome to.........." when I walk in the door. I would feel much more welcome if I could see an ample number of employees actually serving customers instead of walking around trying to look busy. The same holds true for the department stores and supermarkets. As I said, maybe it is just me, but I don't think so.

Something to critically think about. Listen to me live each Saturday at 6:00 a.m. ET around the world on and locally in northern N.J. on FM radio, WP88.7 FM. You are also invited to follow me on Twitter @thinkcritical01 and @readingcircle01. I am also on Instagram IG readingcircle01. I also invite you to subscribe to my YouTube Channel Marc Medley.

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