Bank Services Improvement National Bank Essay

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At this time, more people were put on staff. In addition, as with a supermarket, lines can be changed from only one transaction to several transactions allowed. The video helped better clarify the best time to have extra windows open for single transactions. Customers hate waiting for someone who has several transactions, if they do not have the same. Similarly, they do not like waiting for longer services, such as counting store money or requesting a bank order. This is a separate window that is kept open at peak times, with the teller floating elsewhere when not needed. Neither employees nor customers like when the bank teller goes back and forth between the drive up and the inside windows. Therefore, one or two tellers are dedicated to the drive up depending on the time of the day.

Through watching body language on the video, it was observed that five minutes is as long as most customers are willing to wait before they start looking at their watch. The verbal survey had similar results. A floating teller knows how many people can be in line before that magic five minutes. If this teller sees that too many people are in the line, then another window is opened. Five minutes may seem longer for people who are in a hurry. On days when the lines appear longer than usual, one of the tellers or officers walks around and welcomes the customer while they are waiting.

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There is always some new service that can be discussed. There is the story about one bank that had their tellers wear "trivia" buttons about themselves, which were changed every week. The customers loved hearing how Mary just became a grandmother or Susan is returning back to school part time.

Since each of National's branches is in a very different area, no generalizations were made from one location to another in terms of the flow of customers. A branch in the suburbs and one in the urban area, for example, will have very different peak and slow periods. There may be more or less tolerance for waiting periods and a different demand for services, as well, depending on where the branch is located.

The customer service and information desk has been very successful. In the past, customers had to wait to see an officer to ask certain questions. If there was someone or more before, then it was a wait. The customer service rep can answer most questions and get some of the paper work started before seeing the officer in charge. These reps are also trained to respond to any questions regarding service and to accept and write complaints. Customers who come in regularly during the week with several transactions or longer ones are given their own personal service rep to speed time. Granted, none of these changes was earth shattering, but all together they made a major impact......

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"Bank Services Improvement National Bank" (2007, December 10) Retrieved May 21, 2025, from
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