Are all WF branches understaffed? We have busy one, lots of affluent and working class customers. I like it. However, the environment is very stressful frequently because we don't have enough tellers/bankers. Business banker quit and district decided not to open the position. We also lost a relationship banker position, yet customers keep getting upset at us because nobody is there to help them. Online/mobile service is not always an option. During conference calls, somebody behind a cute desk keeps saying that, remember, an appointment is not required. We are nor even able to talk to all customers waiting to given options. District manager gets upset when told that other branches are sending customers to or making appointments for a branch because they are supposed not available either. This is demoralizing. Horrible customer service.
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Me and most of my family are B of A customers and service has crashed for sure, plus I don't know how many branches they closed, but it's a ton for sure. That's kind of the crazy thing though: if the big banks are going to close 2/3 of their branches, why can't they be bothered to properly staff the remaining branches? They're setting themselves up for failure.
The bank needs to close and send all the jobs to India just like mortgage did
I guess it depends on the district or branch. My branch is understaffed, managers (2) avoid engaging customers in the lobby/line for hours when bankers are stuck with customers. Some people work hard, and the rest just swim along. Reviews? "Meets" if you give your 100% anyway; why bother?
Not that it really matters to the customer, but I think all big banks are in the same boat. I've heard Bank of America is worse.
NPS feed back is way up in our region. We do mostly appointments and occasionally squeeze in customers when we can. Most are fine with setting a dedicated time to get the help they need. All about how you position it really. My branch is high 80’s for three quarters in a row for NPS and we are busy/affluent.
Your wording matters and make sure you get tellers involved on how to properly execute. It is impossible to take walkins all day but if tellers are trained properly they help put a lot and provide options.
it's been my experience that yes, you do need to make an appointment if you need platform banker assistance (account open/close, notary, etc)
WF has become the worst for customer service--tho losing staff makes it impossible to get work done on the retail side as well as rest of the bank.