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December 14, 2005

UK bank takes time to resolve a customer service problem

I'll give this bank a few bonus points for their creative solution:
NATWEST is removing clocks from its branches in a bid to deter customers from complaining about how long they have to queue, according to staff at the bank.

Getting rid of wall clocks is part of a £150m nationwide refurbishment scheme by NatWest, which has more than 10m customers.

Last week, two of the High Street banking giant's employees said that during redevelopment of their branch the clock disappeared and would not be replaced.

'It's been taken down so people won't complain,' said one, who did not wish to be identified. 'It happened over a month ago. If people have been standing in a queue waiting to see a cashier for a long time, they can get very cross.

'When the clock was there, it was difficult for us to disagree with them about how long they'd been waiting. Now it's more difficult for them to complain. I can't believe it, but it seems to be the policy now. Our manager told us.'
Clever, but not clever enough. If NatWest wants to implement this idea more completely, they need to collect wristwatches, cell phones, PDAs, etc. at the door.

1 comment:

Anonymous said...

For 150 million pounds, that would hire a lot of tellers. I guess that idea wouldn't work either - IT MAKES TOO MUCH SENSE.