Proactive Customer Support
Dale Wicks, a bank manager in Brockworth, demonstrates how branch colleagues are helping customers in various ways that go far beyond what many customers expect from their bank.
Colleagues at the branch have been supporting more vulnerable customers to register for internet banking, and setting up a third party access agreements in anticipation of customers needing to self-isolate.
The Brockworth team also identified customers who have limited or no support and have been in contact with them during the lockdown, as staff were concerned that some of these customers would find next few months extremely difficult without support.
Dale has also been researching what additional assistance might be available for these customers through local community schemes, and has helped customers to register for these.
But the team have been doing more than just providing banking support, with colleagues dropping off essential items such as milk, bread or books to customers at home.
They didn’t ask for this, but they mentioned they were running low. It brought tears to one customer’s eyes when he opened the door and saw some milk on his doorstep. I also couldn’t find one of the houses yesterday, and people were hanging out of windows asking if they could help, pointing me in the right direction – it was brilliant.
Dale Wicks, Bank Manager, Brockworth