Instructions :1. Get the person in charge of the cash deposit machine to call the customer.
2. Make sure she cuts in everytime when a customer speaks.
3. Make sure she doesn't understand active listening.
4. Make sure she doesn't say 'Is there anything else?' and 'Have a nice day'.
The above was the experience I had with a HSBC bank staff from Damansara Uptown recently. This particular staff called me the following day because my cash was stucked in the cash deposit machine. The experience with her made me agree (reluctantly) with a friend's comment, "You never ask the back office employees to talk to the customer". Now I know the reason they are in the back office.
My new "rule of thought" :
Staff who is responsible to manage machines should always manage machines. Nothing else.
Staff who is responsible to manage humans should always manage humans. Anything else, sir? Have a splendid weekend!
cc. HSBC management,
Please spare us, the customers the ordeal of interacting with a 'machine staff'. Boleh, tak?
(My interaction with HSBC customer service has always been positive so far!).
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