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6.11. Document for Analysis: Ineffective E-Mail Suggestion to Boss
To: Roger M. Karjala <r.m.karjala@firstbank.com>
From: Keiko Kurtz <k.kurtz@firstbank.com>
Subject: Suggestion for Improving Customer Relations
Cc:
Bcc:
Roger,
Because you asked for suggestions on how to improve customer relations, I am submitting my
idea. I think we can improve customer satisfaction easily by changing our counters.
Last December glass barriers were installed at our branch. Tellers are on one side and customers
on the other. The barriers have air vents to allow us tellers to talk with our customers.
Management thought that these bullet-proof barriers would prevent thieves from jumping over
the counter.
However, customers were surprised by these large glass partitions. Communication through them
is difficult. Both the customer and the teller have to raise their voices to be heard. It's even more
inconvenient when dealing with an elderly person or someone from another country. These new
barriers make customers feel that they are being treated impersonally.
I researched these barriers and discovered that we are the only bank in town with them. Many
other banks are trying casual kiosks and open counters to make customers feel more at home.
I suggest that we seriously consider the removal of these barriers as an initial step toward
improving customer relations.
Keiko Kurtz_______________
E-mail: k.kurtz@firstbank.com
Support Services
(455) 549-2201
