Usually, a typical bank customer would be normal, rather polite and reasonable, but there are times when the bank sales staff have to face crazy demands from unreasonable customers.
These customers may show their temper at the slightest irritation, or pull a long face when things are not going in their favour, or use certain words that can 'cut' you up inside when they want to 'play games' with you and enjoy better deals, or keep emphasising that they have 'lots' of money and do not necessarily need to bank with you when trying to bargain.
These are customers that you will have to be prepared to face, albeit they do not form the bulk of customers. Thank God for that!
5 comments:
Hi Eagle, thanks for the article. So what is your approach when you meet and deal with such difficult customers?
Hi Eddy, sorry for the late reply, been busy. Thanks for your question. Well, main thing to note is to stay cool and let them say whatever they want and one should just listen, remain calm and try to continue smiling. But if one knows that they are trying their luck with the aim of gaining something, then stay firm and dont give in. In fact, one should show that one is firm and will not give in and get bullied just because one is in the service line. In this way, these customers will understand that they cannot take advantage of the situation and will eventually give in. However, one must also know how to limit the firmness towards these customers as too much firmness may be detrimental. Hard to put in words, but it really comes with experience. Of course, to accurately assess the situation and make an on the spot judgement; that the customer is trying to push their luck and wants to gain or take advantage by getting a better deal, requires some skill.
Haha you surely speak with experience Eagle. I think I can relate to the situations you wrote. I was working in a call centre during the school holidays back in uni. Many customers were those difficult and hard to please individuals. I remembered once an Ang Mo shouted the f-word at me 4 times on the phone simply because he found the quotation I gave to be too expensive. Urgh...But as you say, some customers just want to push their luck.
I've come to learn that to be in the service line, you need to have alot of mental endurance. I have lots of respect for people working in the front line service counters
Hi,
Do u get worried about customers filing a complaint with e co? If they dont get what they wanted?
Hi Eddy and Anonymous. Yes Eddy, you are right, front line service staff who do a good job are really something, they deserve our admiration. Not easy.
Anonymous, good point, if one knows the boundaries of the product or service that one is offering and knows exactly what the service standards are within the bank or company, then there is no need to fret over complaints.Moreover,so long as one is not rude and remains polite towards customers and show that one is sincere and genuine, customers will usually not complain.
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