A man from Kaunas, who last week witnessed an unpleasant incident at the branch of SEB Bank on Nemunas Street, Kaunas, contacted the editorial office.
“A man of very respectable age came. He caught absolutely nothing. He asked for help from the bank staff, but he was not served because he had not registered in advance. The first thing that caught my eye was that the bank employee spoke to him very rudely, she even raised her voice. When it’s my turn, I say, listen, I see that humanity is completely out of fashion, yes? You think people wouldn’t have let the old man go, wouldn’t have waited? The person was written down after a week. The employee explained that only two of them work. What is there to talk about… It was a bad situation… It was a very unpleasant situation,” said the Kaunian bitterly.
“In the work of SEB Bank branch consultants, there are sometimes cases when they have to communicate in a louder than usual tone of voice due to the health status of clients. We understand that this may appear impolite to an observer from the outside. We are sorry if this happened in the case you mentioned. We make sure that the client was served politely, he was offered a suitable visit time and all his concerns were resolved,” the bank’s media representative Ieva Dauguvietytė-Daskevičienė told “Kauno diena”.
When it’s my turn, I say, listen, I see that humanity is completely out of style, huh? You think people wouldn’t have let the old man go, wouldn’t have waited?
According to her, the habits and behavior of customers have changed significantly in recent years: “Customers have become accustomed to managing their finances remotely or by planning in advance at a bank branch – this way, customers can plan and save their time, they know exactly how much they will need to spend on consulting at the bank, they can get a detailed required information”.
According to the representative, now customers usually register at the branch in advance, but in an emergency, for example, if the customer needs to pick up a payment card urgently, they are given the opportunity to arrive live, and the time of urgent reception at the bank branch is coordinated. Otherwise, as stated, the nearest convenient time for the visit is offered to the client and registered.
“At SEB Bank, we have an approved Customer Experience Guide – service standards based on smooth cooperation and attention to the customer, professionally provided services that meet customer expectations. We aim to be a reliable service provider that builds positive relationships in any situation. Every SEB employee must undergo special training aimed at strengthening the skills of cooperation with clients.
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