(May 30, 2022, 4:08 pm)
In person the service is excellent. There is a teller there that i consider the best. And the phone service, once i get a teller, is excellent.
My issue is business phone machines. First of all one of the options should be to speak with a teller for "other" reasons for calling, immediately (within a few seconds) of hearing other options out of respect for every one's time. (i.e. processing volume of callers a minute earlier is good... probably).
- voice recognition is still garbage. button prompts make sense.
- the machine voice shouldn't have an "advertising" or "outgoing" tone to it, this is rude. The tone sucks.
- the machine process should respect the listener by not running ads constantly and selecting a modest volume to stay true to. Instead we have insipid music and then a much louder RBC ad layered over the music while you wait. This is very disrespectful. I'm not offended, i'm just tellin ya common sense.
- customer service via phone has fallen off for every business i've interacted with. The culprit seems to be a lack of design values with machine services, which comes off as lack of respect for the customer. It's just sloppy design with greed to sell, disregard for people while handling volume. But design can make it nicer instead of loud, rude, annoying. Selecting better music isn't something you can teach, restraining yourself to have less useless advertisements (it's free so it doesn't hurt, right?), and quieter tones, not volume, the tone. A little more "japanese" could do us some good. Embrace restraint and smoothness in your design.
