Beth: Good morning. I'll need to see two forms of ID, please. If you prefer, you can go over to one of our customer service reps to get your check approved.
Customer: I shouldn't have to show my ID! So, you know who I am?! I come here all the time, and everyone knows me in this community. I've already been cleared to cash my checks without any hassle. Can you call your manager?! Is Mr. Kirkland around? He's my personal banker.
Beth: That's great to hear, but unfortunately, the community can't cash your checks for you, ma'am, and I can't make any exceptions just because you're a regular. Mr. Kirkland isn't here right now, but you can definitely talk to the manager. I need to take care of the next customer, so you can go over to one of the customer service reps and ask for the Branch manager. I'm sorry for the inconvenience. Thank you!
Customer: This is ridiculous! How can you make me get out of line? What's your name, young lady? I'll be reporting you to the manager! If I close my account, you'll be the reason why! You're an uncivilized woman and very unprofessional!
Beth: Sticks and stones, ma'am?...and I'm sorry you feel that way, but I'm just doing my job. My name is Elizabeth, and I'm the head teller. It's my responsibility to follow our bank's policies, which means I need to ask for ID. I don't know you personally, and for large amounts, you need approval. Now, please step aside so I can help the next customer in line; I would appreciate it. Thank you again.
Customer: I can't believe how disrespected I feel right now! What's your issue?!
Beth: I get that it's frustrating for you, but I promise I'm only trying to do my job. I'm sure you've had worse days. Again, if you could please take your check over to a customer service rep for approval, that would help. Next in line, please!
A few more customers, including some construction workers, strolled in with hefty checks. Beth got into a dispute with them, and that's when things got a little more intense. There was some hostility after she refused to cash their checks and ended up sending them to customer service for approval. Later, the other tellers gathered around Beth to talk about how she handled things. They insisted that she should've cashed those checks since those customers are regulars who come in weekly or twice a month.
Customer: I shouldn't have to show my ID! So, you know who I am?! I come here all the time, and everyone knows me in this community. I've already been cleared to cash my checks without any hassle. Can you call your manager?! Is Mr. Kirkland around? He's my personal banker.
Beth: That's great to hear, but unfortunately, the community can't cash your checks for you, ma'am, and I can't make any exceptions just because you're a regular. Mr. Kirkland isn't here right now, but you can definitely talk to the manager. I need to take care of the next customer, so you can go over to one of the customer service reps and ask for the Branch manager. I'm sorry for the inconvenience. Thank you!
Customer: This is ridiculous! How can you make me get out of line? What's your name, young lady? I'll be reporting you to the manager! If I close my account, you'll be the reason why! You're an uncivilized woman and very unprofessional!
Beth: Sticks and stones, ma'am?...and I'm sorry you feel that way, but I'm just doing my job. My name is Elizabeth, and I'm the head teller. It's my responsibility to follow our bank's policies, which means I need to ask for ID. I don't know you personally, and for large amounts, you need approval. Now, please step aside so I can help the next customer in line; I would appreciate it. Thank you again.
Customer: I can't believe how disrespected I feel right now! What's your issue?!
Beth: I get that it's frustrating for you, but I promise I'm only trying to do my job. I'm sure you've had worse days. Again, if you could please take your check over to a customer service rep for approval, that would help. Next in line, please!
A few more customers, including some construction workers, strolled in with hefty checks. Beth got into a dispute with them, and that's when things got a little more intense. There was some hostility after she refused to cash their checks and ended up sending them to customer service for approval. Later, the other tellers gathered around Beth to talk about how she handled things. They insisted that she should've cashed those checks since those customers are regulars who come in weekly or twice a month.
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