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日前,客户董先生到银行网点办理9000元存款业务,他看到前台不太忙,就直接来到服务窗口办理,但是柜员让他到自助设备上去存。客户又到另一个窗口,得到同样答复。客户不解地问道,你们明明闲着为什么不给办?柜员说上面有要求,小额存取款要到自助设备办理。客户又问这是为什么?柜员说是为了提高自助设备使用率和客户分流率。客户对此非常气愤,拨打该行服务热线进行了投诉。之后,网点负责人及时联系了客户,诚恳地向客户致歉,客户表示理解,并对回访表示满意。
Recently, the client Mr. Dong to the bank outlets for 9000 yuan deposit business, he saw the front desk is not too busy, went directly to the service window, but the teller let him go to self-service equipment to save. The customer went to another window and got the same reply. Customer puzzled to ask, why do not you obviously idle? The teller said the above requirements, small deposit and withdrawal should go to self-service equipment. Why did customers ask? The teller said that in order to improve self-service device utilization and customer diversion rates. Customers are very angry about this, dial the service hotline of the bank made a complaint. After that, the person in charge of the network promptly contacted the customer, sincerely apologized to the customer, the customer expressed his understanding and was satisfied with the return visit.