Abbey new rules

My local A&L never has a queue, so I fail to see how removing a service without providing any benefits improves customer satisfaction

tim

In message , tim.... writes

Presumably they anticipate reducing the number of counter positions to produce the queues?

I had a brief discussion at my Nationwide branch when they reduced the counter positions from about five to three, and was told "yes, but the three positions will always be occupied". That was true for a month or two... To be fair, there is never a serious queue problem.

Our branch usually has a queue to the door. Seldom are more than three of the five positions manned. A member of staff usually asks those in the queue if they really need the counter service and will advise them to use one of the machines for some transactions or suggest that he can do it for them at one of the desks. Derek

This behaviour is not limited to Abbey, I've ssen it in one of my local RBS branches. It is presumably a marketing gimmick intended to promote an image of caring friendliness, dreamed up by some idiot in senior management who hasn't a clue about how customer relations work at the "coal face".

How gullible do they think customers are? This is an asinine idea, when it's obvious to anyone with the wit of a ten year old that everyone would get served sooner if the roving member of staff in question were simply deployed at one of the vacant positions.