Why is the service attitude of the bank so bad?

I have been a cashier in the bank for half a year. I have seen many words like "poor service attitude of banks" on the Internet, and I have also heard many customers' statements. I don't want to refute or support it. I think some people have this view, there must be their reasons, no matter what. So I will analyze why the service attitude of the bank is so poor.

Scene 1

? Customer: "Why haven't I arrived yet?"

"Do you call it a regular number here?"

"How so slow? Are you embroidering? "

"I'm in a hurry. Can you hurry?"

? "I'm very fast, so just give me some money first."

Waiting in line is actually a normal phenomenon. Waiting in line for the bus, queuing to buy things, queuing to do business ... cars come one by one, and people who buy things in front buy them all. These ever-changing facts enhance our sense of control and make us feel that it will be our turn, so we choose to continue waiting. However, if these things don't come as we expected, such as the waiting bus hasn't appeared for a long time (when the ride software can't be used), or the shopping team has stopped moving, or other similar situations, we will feel helpless, like being abandoned, and have separation anxiety. Separation anxiety is a kind of death anxiety, and our defense against death anxiety can be divided into two different modes: believing in our uniqueness (I won't die, and death won't happen to me) and believing in an ultimate savior (there is an omnipotent savior who can save me from death). Therefore, when customers wait for a long time (maybe not very long, just feel very long), people who believe in uniqueness may attack and control everywhere to expand their control range to relieve anxiety, such as "Why are you so slow" and "I think you are embroidering". People who believe in the ultimate savior may try to get rid of the queue on the grounds of "I'm in a hurry" and "I'll just get some money right away" (and bank staff are generally not allowed to cut in line to maintain order). In either case, it will eventually lead to the result that "your bank's service attitude is really poor".

Many customers will ask, why not open more cabinets? I won't talk about the difficulties and obstacles in operation management and cost for the time being, because this is not what I want to discuss now. What I want to say is, just like everyone is doomed to die, waiting in line and waiting for something we don't like will happen. Escape is just a temporary way to deal with them. We need to learn to accept these things that we don't like. Besides, we take some things for granted too easily. It is not possible to complete the business as soon as you arrive at the bank. There may be many people waiting in line, but there may not be many people waiting in line, but the previous business is time-consuming, and maybe the materials I brought are not complete enough. If you can think so, I'm sure you won't rashly say "the attitude of bank service is really bad".

Scene 2

Customer: Deposit a time deposit (passbook).

Teller: Please fill in the boxes on this list.

Customer: No, please fill it out for me.

Teller: We have a rule that we can't help customers fill out forms. Why don't we open a card, put it on the card and transfer it to the self-service equipment regularly without filling out the form?

Customer: I don't open a card. I like to see (passbook)

Teller: Then fill out this form.

Customer: No, please fill it out for me.

Teller: ...

Let's talk about the problem of filling out the form first, which really makes the customer experience bad, and it is a place that needs bank optimization. But why don't customers want to fill out the form? It's troublesome to fill in the form, so it can't be changed. If you make a mistake, you have to fill it out again. This is only a superficial reason, and the deeper reason is actually about responsibility. Banks need customers to fill out the form because they want to distinguish the responsibilities (whoever fills out the form is responsible), while customers don't want to fill out the form because they don't want to distinguish the responsibilities (if there is any problem, I won't fill it out and I won't take responsibility). Although there are many exemption clauses in the law, there has never been an exemption clause for one person. A man who built the world he experienced must be fully responsible for himself, and he must take responsibility for what happened to him. It is ridiculous to pass the responsibility on to others through some so-called "exemption" behaviors (banks need customers to fill out bills, but customers are unwilling to do so). In the process of handling business, in fact, whether it is filled in or not, banks and customers have to bear their own responsibilities.

Let me talk about the problem of using passbook without card. Many customers have been using passbooks instead of cards, mostly because "I like what I can see". Why do you like what you can see? Because what you can see has a sense of control, and what you can't see is scary. But to my surprise, although they all say they like what they can see, many people don't look at it carefully or even at all. In other words, I can see it, not me. And the money in the bank card can also be seen through various channels. Why do they still decide not to use bank cards? A person makes a decision because he thinks the return brought by this decision is better than other decisions. The reward of using a passbook is a "visible" sense of control, while the reward of using a card is that if I use the card now, it means that I should have used it before, and I must be responsible for it. That would be embarrassing. And because cards are unfamiliar things, we can easily associate bad things with them. For example, once a customer insisted on not doing a card, the reason turned out to be that he lost money by using a card to bind stocks. Here, he actually developed a fear of not knowing stocks, and transferred this fear to the bank card that appeared at the same time, thus gaining a certain sense of control without using the bank card. The sense of control in life seems to be what each of us is looking for. The sense of control we seek in the outside world will collapse. And with the continuous progress of society, there is no sense of control once and for all. The sense of control you provide is the most real.

After talking about so many customers, it's time to talk about banks. Anxiety and fear are not only experienced by customers, but also by bank staff. For bank employees, rules and regulations bring a sense of control. Please line up for business, because this is the rule; Please fill in the form, because this is the rule; Please show me your ID card ... because it's the rule, not that I'm against you, so I don't have to take responsibility. However, it is precisely because this is a regulation that many bank employees themselves don't know why there is such a regulation, so this is not their own, but the reason brought from other places gives customers a feeling of "bad attitude". Therefore, to work in a bank, you need to find out the reasons for various regulations. Although we are not responsible for the specific content of the regulations, we are responsible for the attitude of our customers. Is it perfunctory or patient? On the other hand, although we can't do anything about some rules, we still have a lot to do. For example, as far as queuing is concerned, according to my observation, many banks generally indicate the daily flow of people in various time periods. In fact, the flow of people every day of every month, even every year and month, can be predicted.

A bank is an enterprise. The purpose of an enterprise is profit, and profit depends on selling products. Then the question comes, how should we sell our products? Should we sell our products or let our customers buy our products? Someone once told me that selling is selling things, whether others need it or not. But I don't think so, because it is no different from swindlers and pyramid schemes. What is cheating? Cheating is an act that infringes on the other party's right to choose freely. Isn't it cheating to sell things that others don't need? To borrow a sentence from Freud: "The purpose of psychological counseling is to bring patients into a situation where they can choose freely." I think the purpose of financial institutions is to bring customers into a situation where they can freely choose financial products. We provide appropriate product information according to customers' needs and cultivate customers' ability to choose freely, not just providing product information that requires us to sell. This not only solves the problem of "service attitude", but also saves a lot of resources for banks in the future.

? Professor Dumbledore's words in Harry Potter left a deep impression on me: "Dark and difficult times are ahead, and we must face the choice between right and easy". The road ahead is full of darkness and difficulties. We must make a choice, whether it is right or easy. There seems to be no contradiction between right and easy, but in my recent work and life, I have come to realize more and more clearly that the right choice will never be easy, and it will even become more and more difficult. It is easy to avoid responsibility, but difficult to take responsibility; It is easy to sell products, but it is difficult for customers to really buy products. However, I believe, as Mozi said, "those who are troubled by it get what they want;" He who does not listen to what he wants and avoids what he does evil. "