Handling Difficult People

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Question:

I had to handle a problem today with a loan customer. Our drive-up window doesn’t handle certain transactions to speed up the line. Last night he tried to pay off a loan at the drive-up that resulted in our teller refusing the transaction. He became extremely angry that he couldn’t perform the payoff until today.

Answer:

One area that can cause a major problem is when we don’t communicate to the customer what our banking procedures are and why! In this situation a sign at the window explaining that certain transactions aren’t handled here can help blunt the problem. After apologizing for the error in communication explain the why of your procedure to the person. Be sure to talk with your tellers to be sure they are explaining these things at the window.
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Learn more about Barry Thompson and Arvin Clar’s webinar Handling Difficult People