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Text| The season is warm
Edit| The season is warm
introduction
Recently, a man in Hangzhou, Zhejiang Province went to the bank to handle business, and was scolded by the teller for "getting out", which attracted widespread attention from netizens.
According to the video released by the man, it can be seen that the frenzied female teller was very emotional, slammed the information in her hand on the table, and scolded the customer several times "Get out".
The reason given by the scolded man was that he joked with a young teller next to him: "You are still a little fresh meat, and everyone else is an old fritter." ”
The female teller was furious, stood up and told the man to "get out", the man turned on the camera of the mobile phone in time and slapped the teller's face, so the teller scolded several times emotionally "Get out", and shouted "How about beating you?"
On January 24, Xiaoshan Rural Commercial Bank issued a circular, punishing the female teller and asking her to apologize to the customer.
But the reason why the teller was mad didn't seem to be what the man said, and after the video was exposed, some netizens also expressed puzzlement: "Why did the teller let the customer get out because of a joke?"
As the incident continued to ferment, as expected by netizens, the man was not completely innocent when he was scolded.
The event passed
It is reported that the man's account was automatically locked by the system because the flow in and out of the bank account touched the relevant regulations on anti-wire fraud, and he wanted to go to Xiaoshan Rural Commercial Bank to do unfreezing business.
According to the regulations, he had to show the contact information of the counterparty and the use of funds and other supporting materials, but the man refused to show it for some reason, so the bank had to call the anti-fraud center of the head office to successfully help the man unfreeze.
In fact, this provision was originally intended to protect the safety of citizens' property and avoid the risk of wire fraud.
But because of the man's non-cooperation, what could have been solved in 20 minutes took more than 2 hours.
Perhaps the man felt that the bank was delaying his time and deliberately making things difficult, so he did not leave after unfreezing the account, but handled the deposit and withdrawal business 26 times before and after, with an amount ranging from 5 cents to 100 yuan, purely to toss the teller, resulting in the bank's other business not being able to carry out normally.
It wasn't until he joked with a young teller that "you are still a little fresh meat, and the others are old fritters", that the teller next to him was completely angered, and when he stood up, he scolded him to get out, and threw his information on the table.
The man seemed to be waiting for this moment, raised his mobile phone and started recording, and at this time, the teller's emotions were completely out of control, and he scolded the man "get out".
The man directly said that I want to complain to you about your work number, and then the teller scolded him again, and saw that the two were arguing, and the other tellers hurriedly came out to persuade peace, pressed the excited and scolded teller back to the chair, and kept apologizing to the customer.
Later, the president came over, learned the ins and outs of the matter, and asked the female teller to apologize to the male customer, and the female teller also calmed down at this time, feeling that her behavior was too aggressive, so she apologized to the man.
But the man felt that the female teller's apology was not sincere enough and asked the governor to fire her.
Before the results of the investigation came out, the man posted the video on the Internet, causing netizens to overwhelmingly believe that there was a problem with the teller's attitude.
Netizens' opinions
Some netizens think: "A rolling word, no matter how you explain it later, it will be pale and powerless." ”
As a service person, tellers should not treat customers like this under any circumstances, this is taboo.
Even if you encounter a difficult customer, you must remain sensible and not curse at will.
But some people think that the man's video is incomplete, and the tone sounds a bit yin and yang, as if he is deliberately provoking the teller, because the teller cannot scold the customer for no reason, and there is a high probability that he will not be provoked because of a joke.
Netizens were curious about what the man did to make the teller so excited and asked him to release the full video.
"Don't take things out of context, the reason for the matter is out!"
"You have the ability to provoke bank staff to this state!"
It wasn't until a reporter contacted the staff of Xiaoshan Rural Commercial Bank that he learned the truth of the matter.
Out of "revenge", the man handled the cash withdrawal business 26 times before and after, making it impossible for the teller to carry out his work normally, purely looking for trouble.
So netizens stood on the teller's side again, thinking that the teller was angry and scolded for a reason, and whoever was tossed by the man so much couldn't help but get angry, and the man's words revealed yin and yang, probably trying to deliberately provoke the teller and take a video of cyberbullying others.
But there are also some netizens who think that the teller let the customer "roll" really does not meet the quality requirements of a service staff, no matter what, you can't insult the customer, if you have any dissatisfaction with the customer, you can find the manager or president to deal with it, you can call the police if you can't do it, but the scolding is not reasonable.
Indeed, the customer and the teller are in an unequal position, one is the service provider and the other is the serviced, so in the end, the teller is still punished.
Official response
On January 24, Xiaoshan Rural Commercial Bank issued a circular.
said that after the incident, the teller had apologized to the customer on the spot, and the bank had also admonished the teller in accordance with the regulations, and imposed a penalty of deducting 5% of his performance salary.
It can be seen that there is no winner in this farce, the teller was punished for his reckless behavior and paid the price, and netizens also criticized the man's behavior.
In fact, if both parties were willing to take a step back at that time, such a thing could have been completely avoided, and the teller would not be able to abuse the customer for a while, and the deducted performance would really outweigh the losses.
However, the man did not understand the bank's good intentions and did not have a strong sense of anti-fraud, so he would have such a contradiction with the bank.
In short, this incident tells us that we can avoid conflicts by not being impulsive and being more tolerant and understanding of others.
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