If perception is 90% of reality, then a customer's perceptions should be valued. The Security Square branch has no value of customers in the customer liaison department.
I feel I waited in inordinate amount of time between signing in and acknowledgement! That Is my perception! I waited for the customer service agents for 5 minutes without acknowledgement. No greeting or eye contact. Both are in one cubicle (and despite the hair twirling and giggling, I am told that it was a business meeting - at the expense of a customer waiting?)
I decided to work with the teller first to conclude any business there - while I wait. HE is the only reason this branch got the two stars! He was courteous and helpful. He closed the savings portion of my bank account (intended before I went in) and emailed the customer service agents to alert them of further needs. By then one agent was busy, so I returned to the chairs. After seven minutes, the unoccupied agent came out to help me - she knew what I needed, so I know she got the teller's email!
After I concluded business I pointed out that I felt I had waited an inappropriate amount of time before acknowledgement (I was the only customer in the chairs waiting for customer service and I stood so she could see me!). She reported that she and the other agent were in a business meeting and that working through the teller was the correct way to do business. What if I only needed customer service - would I still be out there? Never had to do that before! Counter intuitive to other banking experiences. Why sign in?
I told her how I felt, and I was summarily dismissed. What a shame! Never asked why I was closing the account - doesn't matter, I suppose.
Teller was wonderful, but use this branch only for them! Go to another branch for "customer" service.... Just my perception! read more
