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Get Ready, Get Set…
The Bank of China, a foreign currency bank, has put a new twist on customer service by setting time limits for its employees to complete your transactions. The Bank pays you the equivalent of $.12 for each minute of delay, based upon a management-established time scale that describes qualifying transactions and their respective time allotments.
For instance, two minutes are allowed for employees to process current account transactions such as deposits, encashments or withdrawals; three minutes for trading in state treasury bonds and six minutes for foreign currency exchange.
The Bank is using this technique to respond to a notorious reputation for poor customer service.
Wonder if it would work in our financial institutions on a Friday afternoon on the third of the month?
Copyright © 1996 Bankers' Hotline. Originally appeared in Bankers' Hotline, Vol. 6, No. 10, 8/96
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