Wednesday, May 10, 2006
System Upgrade 2
It is day 9 of system upgrade. Nothing works perfectly. Customers are frustrated and losing confidence with the bank.
I understand their frustrations and share their pain. But I do believe that our co-workers are working diligently to resolve these issues.
For the past few days, I begin to understand my co-workers better. Some of them work well under pressure. They do not lose their sense of humour and maintain good fighting spirits to assist customers to fix bank transactions.
While other co-workers panic when they are unable to assist the customers. I laughed at them. Why? I am not rejoicing in their agnony. I let them know that their behaviour can influence the customers. All of us are in the same boat. Don't panic. Help is on the way.
While I have complete faith in the bank to resolve these issues, I have no confidence that the district manager can handle difficult customers' complaints.
I understand their frustrations and share their pain. But I do believe that our co-workers are working diligently to resolve these issues.
For the past few days, I begin to understand my co-workers better. Some of them work well under pressure. They do not lose their sense of humour and maintain good fighting spirits to assist customers to fix bank transactions.
While other co-workers panic when they are unable to assist the customers. I laughed at them. Why? I am not rejoicing in their agnony. I let them know that their behaviour can influence the customers. All of us are in the same boat. Don't panic. Help is on the way.
While I have complete faith in the bank to resolve these issues, I have no confidence that the district manager can handle difficult customers' complaints.
It's too bad that the upgrade is causing problems. I definitely understand that customers would lose faith. It's a bank. Only the bank employees have the capability to maintain customer's faith in the bank.