Dealing with angry customers...?

Question

How do you deal with a bank customer when you have to put a check on hold? They get upset and think we think they are criminals when in fact we are just trying to do our job

Answer 1

I used to work at a bank's call centre...we used to get those calls all the time. The worst ones were when a cheque was put into a debit machine for deposit and they could "see" there was $100 there; but the bank was holding some of it until it cleared.

I found the majority of people that were upset, were upset because they had this happen before. They "know" why it happens, and usually the bank wont clear the cheque because previous things had happened for the bank regarding their own actions. But, when they are in front of you, generally isnt a good idea to mention that. ;)

Listen as much as you can. Look them in the eye and tell them you are sorry they feel that way, you would too in their shoes. But, even if it was a cheque going into YOUR account that bank would have to hold it too. It isnt their integrity that put the cheque on hold; it the bad apples in the world that make it awful for the rest of us. Assure the person of that a few times, that it isnt them, its bank policy for everyone. No matter who they are, the policy holds so it is fair. Give them a time frame your bank quotes and let them know the bank will do as much as they can to process it. Or maybe the person can get a money order from the holder of the cheque and it wont be held etc.

If the person does get too beligerant with you, definitley get a manager.

Always remember, the customer is upset at the situation, not you in most cases.

Answer 2

The customer is looking to you as a representative of the bank and as a professional who is handling their money/livelihood.

Make certain you keep your voice in soft, muted tones in order to reduce the amount of tension the customer may be feeling. Explain the details of what has occurred, what bank policy is under these circumstances, how soon the funds will be released, and what amount of funds will be available during the waiting period.

It could be that the customer has debts that need to be paid during the hold period. Explore options they may have available at your institution that will help them meet these responsibilities without undue hardship. If you can't come up with any solutions, then go to your manager to find out if there are any other options that you may offer. As a last resort, ask the manager to step in because you no longer have any resources you know of to offer in assistance to the customer.

Remember, what you want to do is accommodate the customer and make them feel they are not being shamed or penalized. The other thing you want is for the customer to want to come back to your bank.

Answer 3

pretty sure, you know the policy, explain to the customer that it takes few days to clear the check depend on what state it is drawn at. plus think about the charges that will be apply in her account if something is wrong with the check, that adds up and it will mess up her rating with the creditors or the bank.

there are factors to reconsider placing hold on to the account. unless it is a very well established company that issued checks, that may affect the policy as well.

i know for sure, since there are lots of counterfeit and fraudulent checks flying all over the place, banks needs security and in good faith for recourse, that always play in determining acceptance of out of state checks. now these days, its hard to tell a good one to the bad one. that is why the best option is to send the item for collection and there will be no risk for both, the bank and the customer.

i know its your job, you have to add some smile, patient and understanding to deal with public, without your existence, the company won't be where they at. cause you are the front runners for their products and services..

Answer 4

Though I don't work in a bank, I can share my insights from personal experience in the customer service field. Whenever a customer is upset, I always try to empathize with them, I use phrases such as "I can understand your frustration", and explain the best you can why their check is being put on hold, offering up as many solutions as you can. Remember not to ever take it personally; they're not mad at you, they're mad at the situation.

Answer 5

The facts, simply present the facts.
The customer sees facts and knows the rules.
You win.

Answer 6

Explain why it has to be put on hold. If that doesn't work, call your supervisor. That is what they get paid the big bucks for.

Answer 7

just polietly say "im sorry but we have to do this because......" just be really sympathetic and apologetic but if it gets out of hand just call a manager or supervisor over to have them explain it further. or just go to them and ask them how to deal with it.