Financial Institution Confident That Operating Hours Policy Eliminates Service Needs
London
A major British bank has announced a customer service policy: suggesting that customers “call during business hours” for assistance, with leadership expressing confidence that this operating hours policy somehow provides actual customer support.
“We have excellent service,” the CEO announced. “Customers can call during business hours. That’s our customer service policy.”
The policy involves: establishing business hours, directing customers to call during those hours, providing zero additional support access outside hours.
Customer service involves accessibility and responsiveness; limited operating hours without alternative support methods provide minimal service. The bank apparently believes business hour policy constitutes service.
“Customers should call during business hours,” one executive explained. “That’s when we service them. Outside hours, no service. Policy clear.”
When asked whether limited hours with no alternative service constitutes good service, the bank responded: “Operating hours are standard. Customers should adjust schedules.”
Customers working during business hours cannot access service. The bank celebrates: “They should take time off to call us. That’s how banking works.”
Modern customer service typically provides 24/7 access through multiple channels; limiting support to business hours with no alternatives represents poor service. The bank has apparently decided hours policy replaces actual service.
“We’re service leaders,” the bank concluded. “Our business hours policy demonstrates commitment to customer service. Limited hours are irrelevant.”
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