271
Chapter 11 Selling the Bank
Poor Customer
Service
Good Customer
Service
The customer… The employee… The employee…
‘rjr‘ptdrshnm
the employee
does not know
the answer to.
says, “I don’t know.” says, “I will find out.”
behaves rudely
to the employee.
is rude in return, or
refuses to deal with the
customer.
remains courteous and
businesslike.
disagrees with
information
provided.
argues with the
customer.
tries to defuse the
situation while remaining
courteous.
asks that the
employee take
an additional
step.
does not follow through
because he or she will
probably never see that
person again.
follows through with the
promise.
is waiting. takes his or her time
getting to the customer.
tries not to keep the
customer waiting and
acknowledges the wait
when the customer is
next.
is in front of the
employee or on
the telephone.
is distracted by another
customer, coworker, or
something else going
on in the bank.
focuses on the current
customer.
sees a bank
employee doing
something
incorrectly.
corrects the coworker
publicly.
waits until later to point
out the problem or brings
it to the attention of a
supervisor.
does not
complain about
the service
he or she has
received.
assumes the customer
must be satisfied.
asks if the customer’s
needs have been met and
if there is anything further
the employee can do.
is present when
a problem arises.
blames the customer, a
coworker, or the bank’s
processes for the
problem.
takes responsibility and
fixes the problem.
complains. ignores it. tells the customer that
the employee will follow
up on the complaint and
fix the issue—and does
just that.
Figure 11-6.
Focus on the Customer