This is not a rant rather a plea…

My bride and I went to two of the banks that have our money. The transactions should have been simple…In the first bank, it was to cash out a CD The  “personal banker” was just a trainee a had no clue what to do when we asked for about $100.00 in cash the rest in a cashiers-check, The poor guy was befuddled and finally said he could not do that. He never offered to get a manager to help nor to find out if he could match the better rate at another bank. We took the cashiers check and left and went to the second bank.

This time (at the second bank) the “personal banker” said “I am new here but been in banking 10 years so I will be able to help you” Guess what she had no clue how to open a CD in a trust account” Finally she got the manager to come over who was confused by the system it took over an hour to complete the transaction.

Someone explain to me WHY banks (who are struggling to have retail clients even walk through their doors) provide employees with very little customer service training. (and don’t even get me started on drive ups at the banks that is for another post.)

It is bad enough when you walk into a bank that there is a skeleton staff and that the tellers handle both the teller line and drive up, but when the managers have a long face and no clue as to how the system works that is really sad and bad.

Unfortunately, the incidents at the two banks are just a tip of the iceberg, I see this in retail stores, (don’t even get me going on big box stores), internet companies, insurance companies in fact across the board in most industries.

Honestly, it is a lack of “Investment in Customer Care Training.”


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Norman Roth
Norman M. Roth is CEO of Roth Sales Enhancers. My Mission is to "Help Businesses Grow Profitability". Norman began his career with a degree in Business from the University of Miami, Florida. With more than four decades’ experience in Senior Sales Management, Sales Training, Client Retention, Business Coaching and creating successful Sales Processes, Norman Roth has developed a strong capability for helping start-ups, small, mid-size businesses and large companies hire, train and work together with other departments to build a more profitable company. Clients have ranged from small businesses with 10 or fewer employees generating under two million dollars in sales up to 1000’s of employees generating in excess of 3 billion in annual sales. He was designated a “Top Sales Trainer” and was cited in a major publication as a “talented, powerful Manager, Trainer, and New Business Developer.” He has also been called upon to speak at universities in their Business and Marketing Departments, authored and presented CEC courses and is a much sought after certified speaker. He is dedicated to the success of each client and honored to serve and believe in giving back I do extensive “pro bono business coaching and consulting for start-ups and very small distressed businesses.
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