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Sour Grapes
Stuart M. –
CaptureISG Managing Director
So I was at a
bank this
morning, one
that recently
changed from a
large bank to a
much, much
larger bank. I
was initially
pleased as there
was nobody in
line at 8:30 on
a Friday
morning. Once a
teller was
available, (one
of two tellers)
I was greeted
cheerfully and
welcomed to the
bank. I handed
the teller my
deposits and
asked her for an
account balance.
Here comes the
gripe (as if you
didn’t know that
was coming).
In order to
provide my
account balance,
she asked for my
driver’s
license. Fair
enough, since I
don't frequent
the branch
often. I thumbed
through my
wallet to find
my license and
hand it to her.
Her remark –
“Whoa, you're
gonna need to
update this
picture.”
Okay, I
acknowledge a
loss of weight
and a hairline
that may be
receding. She
continues with
the transaction
and since the
bank name has
changed, I asked
whether they
will be
providing new
deposit tickets.
She replied
"Well, they're
not just gonna
send them out to
everyone.”
Okay, at that
minute I didn't
care about
anyone else. But
that's me. I
asked her then
"How can I get
new deposit
tickets.” She
told me to call
the branch or go
to their
website.
What?
What happened to
trying to
provide even
basic service?
The branch
wasn't crowded
and there were
available people
on the platform.
Why not either
take my account
number or offer
to pass along my
request to
someone who
could take care
of it?
In addition to
simply failing
to provide a
basic service
and showing they
care about the
customer, this
prevented the
branch from
leveraging my
current business
into potential
new business.
Who knows what
the potential
loss of current
or potentially
new businesses
might have been
as a result of
the actions of
this employee?
Probably not
bank management!
Organizations
can spend
millions of
dollars on
purchasing new
tech, acquiring
other
businesses,
increasing their
product
offerings and
advertising
their brand. But
as they say, at
the end of the
day, the
front-line
employee can
either make or
break the
customer
relationship and
impact the
company’s
performance,
brand and
reputation.
Now it just so
happens that our
company,
(CaptureISG)
offers a
solution to this
type of problem
– our
specialized
employee
assessment
surveys, or
Pathways
Program. A
post-transaction
telephone or
web
survey to the
customer asking
about his or her
experiences when
frequenting that
location and
dealing with
personnel would
identify
potential
problems,
allowing them to
be rectified
before too much
damage was done.
Our surveys
detail each
aspect of the
visitor
experience from
walking into the
location through
completing their
visit.
For banking,
hospitality,
health-care and
other
businesses, we
can sample
customer or
visitor
satisfaction
across your
network and
arrive at scores
for each
location, as
well as on a
regional or
corporate level.
Our
mystery
shopping program
documents each
step of the
customer
experience
observed at one
or more
locations. These
audits include
specific
scenarios for
which we test,
reporting the
results to
management.
Our
Pathways
programs are
unique in the
level of detail
and
customization we
provide. Before
your problems
get too far out
of hand, let us
help identify
them in a manner
that will allow
you to develop
the best
solutions. Other
Pathways
programs are
designed to
assess
customer
service skills,
sales aptitude,
product
knowledge and
compliance
awareness.
Read more about
our Pathways
programs or
download a
Pathways package
for review in
PowerPoint
or
PDF
format. For
more info,
contact Capture
toll free at
866-463-8638.
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