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Article: There'll surely be a customer service workstation in your future. (Management Strategies)
- Article from:
- American Banker
- Article date:
- May 9, 1994
- Author:
CopyrightCOPYRIGHT 1994 SourceMedia, Inc. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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CUSTOMER SERVICE IN banking has changed a lot over the years.
Before World War II, customer service was personal. The teller would greet customers by name.
Of course, not all banking went on at the account owner's branch. Travel, moving, long-distance business, new needs -- a lot could happen. When it did, customer service was still handled personally. Correspondent banking was a big deal and would allow little banks to split up a larger corporate credit or arrange for distant services in a far-away city.
This connection between location and personalization has been totally broken in the modern world. Employees can only be in one place at ...