Frontline,
customer-facing staff at the local branch are still the banking sector’s
greatest asset when dealing with consumers a survey has revealed.
Despite
the advent of technology, which has led to internet banking and other
communication channels, cashiers offer the best levels of customer
satisfaction.
Research
by Lorien Customer Focus found that most banking customers used at least three
methods to communicate with their bank, but most preferred to deal with staff
face-to-face.
The
poll of nearly 400 banking customers found that dealing with call centres led
to the lowest amount of customer satisfaction.
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