I was so looking forward to spring,but apparently,it's only served to bring the SCs out in force, while I'm stuck in a closed building with nothing but a window to enjoy the nice weather out doors. Usually, I let these sorts of things roll over me, but for some reason, I'm having coping issues this week.
Children
You know, for all that I don't really agree with the parents who plug their 4 year olds into their smart phones as soon as they come into my office, at least those kids do tend to be quiet and out of my hair. Gotta love the kids who run around my office while the parent weakly tells them "oh don't touch that" or "come back and sit down next to me" while doing absolutely nothing when the kid ignores them. I have kids. They are young. But I know from personal experience that they learn VERY quickly when you don't mean what you say. Don't stare at me with a 'what-can-you-do' expression like I'm going to be sympathetic. YOU are the parent. ACT like it. I am not impressed by your nothing attempts to control your children, and neither are they.
Voice mail
My own personal voice mail gets messages. They don't always leave a name, account number or even phone number to call them back, but at least I get messages that are obvious that the person realizes they are leaving a message. And since it's to my direct line, I can sometimes recognize the no name/number customers as they are, generally, people I've worked with previously.
Our branch voice mail, when it doesn't just click from a hang-up, get's various versions of people cussing, saying that they want to talk to a person, leaving the phone line going while they have a conversation in the back ground, or leaving a demand to "call me" with no further information. The voice mail message only comes up when no one has answered AND you have ignored the recorded message to "press 0 to be transferred to the call center".
And you know what happens when we DO have time to answer the phone, or when we return the (rare) actual message? It ends up being a call that we have to transfer to the call center! (The call center has recorded lines, we don't, so we can't do transactions, take phone applications, or pretty much anything but giver general information that the call center would be much better equipped to handle. And it is NOT an outsourced call center. It is located, in fact, across the street. WHY can't you call the people who are paid to wait to take your calls instead of insisting on calling the branch directly where we are paid to wait on the people who are THERE and only answer the phone when we aren't otherwise occupied?)
Saturday hours
This past Saturday, as always, had the last minute customers piling through the door. We actually don't lock up until 5 minutes after official close time, so you CAN get in right at the deadline, but of course that isn't good enough. Whenever I'm locking up, at five (or 6, 7, maybe even 8) after, I get people who argue that we don't close at 1, we close at 2. Of course one good thing about arguments at the door is I can point to our hours.
Still had this lady yell at me because she'd driven 20 minutes from another branch because they were too busy, only to arrive almost FIFTEEN minutes after close at our branch (I was only at the door because I was letting someone else out). Well, the reason they were busy is that everyone and god shows up right before close. Show up earlier on a Saturday, and you won't find things as crazy. If you'd stayed there and waited, it wouldn't have taken 20 minutes to get through the teller line, and you'd have been inside the building and helped even if it had, somehow, taken that long. As is, MY branch tellers are counting down their boxes, having finished up the last of their line several minutes ago (the person I let out was a loan, not a teller line customer). Ba-bye, and I would say don't let the door hit you on the way out, but I'm not letting you in far enough to make that a possibility.
Busy moments do not equal busy days
Believe it or not, we were PERFECTLY staffed on Monday. Actually, probably overstaffed. Decent amount of down time. A teller got to be pulled off for training even, so the teller line wasn't bad either. But the remarkable thing about lines is that people don't come by in evenly timed increments throughout the day. Sometimes, we get a long line that simply wasn't there five minutes ago. And ten minutes later, it will be gone. If you happen to show up with the crowd in the middle of this, it will appear that we might not have enough tellers working at that moment. They still got to you in less than five minutes, and (as noted) had the line gone in ten. Lines happen. GET OVER IT.
Sorry you come to the wrong place
Sure, I will blame the person you had an appointment with that you came to the wrong building. They probably weren't clear with their directions and the branch sticks out more than the corporate building. But that building is right across the street. Don't get pissy at me because I'm kindly letting you know that the person you are trying to see is there and not here.
How many times do I have to repeat to you: our internet is OUT
Our internet went down for about an hour. Actually didn't affect many things. Our accounts and loan systems are internal, and the internal lines worked just fine. But our website was down, and we could not access anything external. Staring at me and trying to ask for the SAME EXACT THING in different ways when I've just told you the system is down and we do not have access to that service does nothing but piss me off.
surveys
1 to 10, how did bankworking do: answer [10]
1 to 10, how would you rate your experience at the bank: answer [10]
comment on survey about how bankworking did: "blah, blah, excellent everything, blah, blah"
For the question: How likely are you to recommend someone else to come here: [4]
Guess which is the only part of the survey to actually count for my performance?
bleh
Children
You know, for all that I don't really agree with the parents who plug their 4 year olds into their smart phones as soon as they come into my office, at least those kids do tend to be quiet and out of my hair. Gotta love the kids who run around my office while the parent weakly tells them "oh don't touch that" or "come back and sit down next to me" while doing absolutely nothing when the kid ignores them. I have kids. They are young. But I know from personal experience that they learn VERY quickly when you don't mean what you say. Don't stare at me with a 'what-can-you-do' expression like I'm going to be sympathetic. YOU are the parent. ACT like it. I am not impressed by your nothing attempts to control your children, and neither are they.
Voice mail
My own personal voice mail gets messages. They don't always leave a name, account number or even phone number to call them back, but at least I get messages that are obvious that the person realizes they are leaving a message. And since it's to my direct line, I can sometimes recognize the no name/number customers as they are, generally, people I've worked with previously.
Our branch voice mail, when it doesn't just click from a hang-up, get's various versions of people cussing, saying that they want to talk to a person, leaving the phone line going while they have a conversation in the back ground, or leaving a demand to "call me" with no further information. The voice mail message only comes up when no one has answered AND you have ignored the recorded message to "press 0 to be transferred to the call center".
And you know what happens when we DO have time to answer the phone, or when we return the (rare) actual message? It ends up being a call that we have to transfer to the call center! (The call center has recorded lines, we don't, so we can't do transactions, take phone applications, or pretty much anything but giver general information that the call center would be much better equipped to handle. And it is NOT an outsourced call center. It is located, in fact, across the street. WHY can't you call the people who are paid to wait to take your calls instead of insisting on calling the branch directly where we are paid to wait on the people who are THERE and only answer the phone when we aren't otherwise occupied?)
Saturday hours
This past Saturday, as always, had the last minute customers piling through the door. We actually don't lock up until 5 minutes after official close time, so you CAN get in right at the deadline, but of course that isn't good enough. Whenever I'm locking up, at five (or 6, 7, maybe even 8) after, I get people who argue that we don't close at 1, we close at 2. Of course one good thing about arguments at the door is I can point to our hours.
Still had this lady yell at me because she'd driven 20 minutes from another branch because they were too busy, only to arrive almost FIFTEEN minutes after close at our branch (I was only at the door because I was letting someone else out). Well, the reason they were busy is that everyone and god shows up right before close. Show up earlier on a Saturday, and you won't find things as crazy. If you'd stayed there and waited, it wouldn't have taken 20 minutes to get through the teller line, and you'd have been inside the building and helped even if it had, somehow, taken that long. As is, MY branch tellers are counting down their boxes, having finished up the last of their line several minutes ago (the person I let out was a loan, not a teller line customer). Ba-bye, and I would say don't let the door hit you on the way out, but I'm not letting you in far enough to make that a possibility.
Busy moments do not equal busy days
Believe it or not, we were PERFECTLY staffed on Monday. Actually, probably overstaffed. Decent amount of down time. A teller got to be pulled off for training even, so the teller line wasn't bad either. But the remarkable thing about lines is that people don't come by in evenly timed increments throughout the day. Sometimes, we get a long line that simply wasn't there five minutes ago. And ten minutes later, it will be gone. If you happen to show up with the crowd in the middle of this, it will appear that we might not have enough tellers working at that moment. They still got to you in less than five minutes, and (as noted) had the line gone in ten. Lines happen. GET OVER IT.
Sorry you come to the wrong place
Sure, I will blame the person you had an appointment with that you came to the wrong building. They probably weren't clear with their directions and the branch sticks out more than the corporate building. But that building is right across the street. Don't get pissy at me because I'm kindly letting you know that the person you are trying to see is there and not here.
How many times do I have to repeat to you: our internet is OUT
Our internet went down for about an hour. Actually didn't affect many things. Our accounts and loan systems are internal, and the internal lines worked just fine. But our website was down, and we could not access anything external. Staring at me and trying to ask for the SAME EXACT THING in different ways when I've just told you the system is down and we do not have access to that service does nothing but piss me off.
surveys
1 to 10, how did bankworking do: answer [10]
1 to 10, how would you rate your experience at the bank: answer [10]
comment on survey about how bankworking did: "blah, blah, excellent everything, blah, blah"
For the question: How likely are you to recommend someone else to come here: [4]
Guess which is the only part of the survey to actually count for my performance?
bleh
Comment