Do you really care if a bank teller uses your name?

Question

I recently lost my job at a bank because of a mystery shopper.
According to the shopper, I was friendly, enthusiastic, and efficient but I didn't use their name during the transaction. The company had been harassing us about mystery shops for awhile and I got fired for this. I stand by the high level of customer service I offered to each and every client that comes through that branch. I do not believe that using the first name of a total stranger is appropriate at all. Myself, I prefer that if I am unknown to someone providing a service to me refer to me as maam, and be polite and helpful. I am uncomfortable with forced congeniality. If a personal repoir is created with the client then name usage is certainly appropriate. Am I just being weird about this? Customer service cannot be pigeon-holed, particularly in a banking situation where the needs and behaviors of the clients are so incredibly diverse. Or am I wrong?

Answer 1

I would rather be treated an a cordial manner without the forced use of my name by support personnel. It seems to me if personnel are unconfortable with it, then its going to come out stilted and I will pick up on that immediately. Some might even view the use of a name as a violation of HIPPA.

Answer 2

I think letting you go was unfair. They should have told you that you had been "shopped" and recieved a bad review. Don't do it again, blah, blah. I wonder how many of those that do the firing just for that type of reason are flawless and never make mistakes.
I like when my bank uses my name, but if not I am just as happy. I care more if they are curtious and know what they are doing while handling my money.

EDIT
I'm sorry, Elite Woman but you are wrong, just look at the answer above yours. I think owners and managers like you have been out of the cycle of basic worker to person relations that your view is a bit off (no matter how well meaning). I know as a customer even in a bank or store I really don't give a jot if they call me by name. What stands out to me (in a store for instance) is when I am either asked for ID and/or the clerk is careful to compare signatures when I charge an item. I go to one grocery store and never have had my name used. But they regularly ask about my son and husband. Furthermore, I don't like being referred to as Miss or Ms. "Gondor" (not my name). Hey, I am married and I am proud that I am a Mrs.. Last, some places will even call you by your first name. In polite society, you do not do that until the person has given you permission. Intrapersonal relationships are more complex than reading the name on the check and using that name. Think about it.

Answer 3

It seems pretty harsh that they fired you just for this reason alone. If there were other issues, such as being overly defensive or other issues, then I could see them terminating, but not just based on one mystery shopper. And they really should have put this down as a verbal warning, unless this was not the first issue.

If the company had a standard that stated you were to use their name, why not use something to the effect of (after you see their name, "Ms. Jones, thanks for your business" ). I work in a company that expects a high level of professionalism and enthusiasm, and we want our guests to feel at home coming here. It sounds like your company wanted the same.

All in all, it sounds like this was not a good match for you for an employer. You have a lot of professionalism based on what you stated, so you need to find a better match for you.

Answer 4

Might have been a stranger to you, but may have had $10M invested with your bank. Someone who makes the rules thought it was important and you chose not to agree.

Being fired seems a bit harsh unless there is more to this story than you are sharing here. Any other performance/attendance warnings? Any communication from your management in advance that this is a zero-tolerance rule? If you work in an at-will state, there is probably little you can do about it, but it does seem unfair.

Answer 5

sry
you are very very wrong

i am an owner of a company I DON'T CARE IF someone just walked into my front door

once you find out their name either by introduction or by paper work THAT IS THEIR NAME

costomers in any businiess not only a bank look to be personalized
they want to be known not just a sir or maam ie a #
even if it is mrs smith

it is part of managment training we have to get into the minds of customers not the one or 2 who could care less if they are called anything BUT THE MAJORITY that want that personalization
it is just good costomer service

Answer 6

you are right.