Customer service and Customer experience

I recently dropped a cheque at the drop box of a bank ATM where I have an account. After I reached home I realized that I had written the wrong account number. I quickly headed back to the branch to retrieve the cheque as I was aware that if it goes for clearing then it might take me 7 to 10 days to get the cheque back.

I explained the issue to the person sitting at the enquiry counter who sent me to the cashier. I explained to her that I wrote the wrong account number on a cheque I dropped at the ATM in the morning. 

Without looking up she said "it has gone for clearing". 

I tried again "are you sure?". 

She said "we send it first thing in the morning around 9.00 am". 

"I dropped it only after 9.30 am", I said. 

"Are you sure", she asked looking up for the first time.

"Yes", I said.

"Ok, please take a seat. Maam is busy, I will check with her once she is free", she said.

 I sighed... relieved that there is a good chance of getting by cheque back.

I looked around, it was a Friday morning (around 10.30 am) the branch was empty. It was my first visit inside a bank branch since the start of Covid. Although I was not happy about it, I had only myself to blame for being in this situation. If I could have been a bit more careful, I could have avoided the visit.

There were two other customers apart from me inside the branch. One was speaking to the person at the enquiry desk and the other, I think, was opening an account and one of the relationship managers  (RM) was helping him. The cashier was waiting for the RM to finish with the customer to attend to me as she had the keys to the dropbox.

It took around 15 minutes for the RM to get free and I had the cheque with me in less than a minute and I was on my way.

On the way back home I started thinking, there were at least 4 other RMs/ tellers in the branch (apart from the office assistants) who were just sitting and playing with their mobile phones or chatting with each other. Anyone of them could have just picked up the keys and emptied the drop box and given me the cheque. 

As a customer I wanted to get out of the branch as soon as possible (Covid and all) but it looked like the branch did not care. None of them wanted to help their colleague or the customer. 

As a customer I was happy that I got my cheque back but I would have been a lot happier if had got it without the wait. Had the branch been crowded, I may not have thought twice about the wait time. But the empty branch got me thinking, had the customer service been slightly better or rather efficient, the customer experience would have been great.

#randomthoughts #customerexperience #customerservice

Written by Naveen Nandan