Customer “service”

I walked today into the bank. The cashier is talking on the phone but with a face expression nods to me to go there. I give her 3 cheques that need to be deposited. She hasn’t said “Hello” or anything. She is talking with her friend telling her how hard her life is because of TOO much work (reminder here that bank employees in Cyprus get off at 2.30pm). She then reminds her friend that they need to meet downtown this afternoon and she is telling her that she will go a little bit earlier. I also find out about her parents wedding anniversary and the day she bought her car. She finishes with her deposits. I grab them, I say “Thanks” and walk out.

Meanwhile a few miles away an executive is analysing the results of the last customer satisfaction survey. The results are OK, not bad but not very good either. Who cares? What tools will be utilized to increase customer satisfaction? Who knows that the specific cashier was RUDE to me? How do they evaluate customer retention against employee performance? What happens after the initial training of employees? Do they train them again to refresh their memory and skills?

VERY VERY important things! Customer service –> Cyprus at least 10 years behind.