I'm Sorry Mr. Customer, I Have No Idea Who You Are!

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11 August 2010
Jacob Jegher
I just returned from a rare visit to my bank branch. As I was waiting in line, the man in front of me was in the process of screaming at the teller. He was furious that the teller had requested he provide his birthdate and mailing address information prior to handing him cash. She politely explained that her request was for security purposes and that she was doing this for his own protection. The man was insulted, disgusted that the bank employee did not recognize him. He was quite blunt with her saying, "I am in here every second day, don't you know who I am by now?" Was the customer's reaction uncalled for, or was the bank employee in the wrong for not recognizing the customer? How could this interaction have been improved? Please share your thoughts.

Insight details

Sector
Content Type
Blogs
Location
Asia-Pacific, EMEA, LATAM, North America