Refusing to service a customer

We had an incident at our branch. A non-customer came in to cash a check for $10,200. When the branch manager informed her we would have to collect information to conduct the transaction she became belligerent. First she refused to provide her SSN, wanting to speak to someone to waive this requirement. When it was explained this was a requirement she reluctantly agreed. When she was asked to provide two forms of ID, she went on a tangent about how all the illegal immigrants are getting away with anything in this country. She looked the manager in the eyes and said, "But no offense to you." The manager is Hispanic. After a series of general insults we finally cashed out the check at which point she turns to the manager and said, "I guess you're going to call your friends and tell them I'm walking down to [her bank]"

At what point do you allow a non-customer to verbally abuse the staff before you refuse to provide service?

Thanks,

I have a very short tolerance for verbal abuse towards any of my staff, and I try to step in as soon as I see/hear things escalate. I politely repeat the request, and give them the option of complying or I will refuse the transaction and they will leave the bank.

I've been Branch Manager for many years. There's usually a reason why some people try to bully the staff into accepting transactions they normally wouldn't; none of them good.

"First she refused to provide her SSN, wanting to speak to someone to waive this requirement."

The only person this person should have been referred too at this point was the security guard so that they could be escorted from the building.

You are under no obligation to serve her.

Years ago, one bank I was working at, there was a customer in line loudly complaining about the bank, etc (to the other customers waiting). The manager asked him to leave, and he said "no". Manager asked the senior teller if she knew the customer, and she said yes. Manager told her [in front of the customers] to cut a check for the balance in his account, close the account and mail him the check to the address of record. He also gave the customer one of his business cards so he could spell the name correctly when he complained to management. Customer left - other customers and staff clapped! He apologized to the remaining customers and indicated that they and his staff were more important.

At what point do you allow a non-customer to verbally abuse the staff before you refuse to provide service?

Zero

at first sign they are pointed to the door.

not exactly the same thing but:

http://www.eeoc.gov/eeoc/newsroom/release/10-23-13b.cfm


ROANOKE, Va. - Saltville, Va.-based Southwest Virginia Community Health System, Inc. (SVCHS) will pay $30,000 to settle a sexual harassment lawsuit filed by the U.S. Equal Employment Opportunity Commission (EEOC), the agency announced today.

The EEOC's suit alleged that Karen Ross, a female receptionist at SCVHS's Troutdale, Va., clinic, was sexually harassed by a male patient during her employment at the clinic. According to the EEOC's complaint, Ross complained to her supervisor about the patient's sexually harassing conduct, but no action was taken to stop the abuse. An employer is liable for acts of a non-employee if the employer knew about the conduct and failed to take immediate and appropriate corrective action.

While I also applaud, my paranoid side is kicking in here...although there is no excuse for the rude customer, could the manager and/or the bank be held liable for any type of privacy violation...in that in front of other customers it was acknowledged that the rude customer had a deposit relationship with the bank? In the day and time in which we are living, I just wonder if there is any validity for a lawsuit?

^ Any one can sue any one. There is nothing to prevent that. I have zero tolerance from BS from customers as well. Customers should not be able to dictate Bank processes to the Bank. If a customer started screaming in the branch, they would be told once to adjust their tone and comply with the request or the police would escort them out and their account would be closed.

If this was the private forums, I'd be more willing to share an example I had in my past life.

In the illustration, it seems that the erstwhile customer was already sharing his displeasure with his customer relationship. I honestly don't think the manager was letting the cat out of the bag. It might have been handled a bit less publicly, though. There's really no excuse for lowering one's self to the abusive customer's level by shaming him in public, no matter how good it might make the manager feel.

I will admit to having silently cheered the manager on, though.