I used the santander cashpoint in Queens St, Cardiff today. The cash didn't come out, although the machine was processing the payment as I originally requested £50, but there were no £10 notes, so the machine prompted me to withdraw either £60 or £40. I opted for £40 plus receipt.
My daughter went into the bank to ask for assistance, whilst I stayed at the cashpoint in case the cash came out later.
The assistant informed my daughter they can't do anything.
I went into the bank, and asked what the procedure was, i.e. do they look at the machine, or is there a number to contact. The assistant advised me "I can't do anything, it's not my machine; but use another cashpoint if you like"
The manager appeared and advised me that she has trained her staff to answer queries in this way..................please, please, please get these managers and employees trained and upskilled in how to provide customer service.
They may not be in a position to give the customer what they want, but a polite attitude and at least a emphatic smile ...........
I manage people, and consider customer service one of the highest priorities; it''s a real shame Santander don't mirror my process.
Bill Reay found this review useful
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