Among the many consequences of the current economic context is a rise in hostile feelings directed at the banking industry. In France, this appears to have translated into increased rudeness and aggressive behaviour from irate customers interacting with banking staff. The French Banking Association said recently that the number of “incivilities” had risen by 20% in 2008.

They consist of insults in 50% of cases, but can also take the form of threats (30%) or even more aggressive behaviour, such as harassment, blackmail, or defacement of premises. Fortunately, only 0.4% of incidents involve serious physical attacks. Naturally, customer-facing staff and branch managers are the most exposed, but call centre employees are not immune to rude behaviour.

As a result of this alarming trend, an agreement on branch security has been signed by banking sector employers and unions, covering such aspects as security procedures, training, support measures for victims, as well as safety devices. I am not sure what exactly that last part entails, but when I imagine the branch of the future, I usually think tablet PCs and touchscreen ATMs, rather than Tasers…

With the increasing tendency of banks to turn their branches into sales outlets, the “multi-channel experience” is now dealing with day-to-day relationship management, through call centres, online banking and ATMs.  As it turns out, making branches cash-less may not necessarily guarantee the safety of sales staff or relationship managers who may have to face the increasing frustration of customers being denied loans or facing overdraft penalties.

Some of the online comments in reaction to the “banking incivility” stories point to a paradoxical consequence of the banks’ multi-channel endeavours: Ironically, the multiplication of communication options seems to make it difficult for people to have their situation handled consistently and have easy access to a decision maker capable of solving complex or sensitive cases.

People also expressed frustration at the increasingly common trend to route all phone enquiries through a impersonal call centre, making it difficult or impossible to reach branch staff directly.

I’m one of the lucky ones: I have my account manager’s direct line. Only he never picks up, does not have voice mail, and ignores most of my emails. The bank’s call centre is a lot more responsive, but half the time, the conversation ends with them suggesting I contact my unreachable manager. Surely no reason to become irate.

Filed under: Credit Crunch, Retail Banking, Technology