The human touch

When was the last time you spoke face to face with a bank teller? When you joined the queue and dealt with a human being in a banking hall? No, I am not referring to discussing huge investments as a priority or personal banking client. I am referring to the humble teller at the counter, who checks your ID, receives your forms, handles your bank book, receives or issues money, and then updates your records.

With internet banking, and ATM machines to replace the human touch and also to promote the bogus idea of banking ‘’whenever and wherever’’, you must be thinking that I am mad to be joining a queue. Even opening a fixed deposit account can be done online these days.

Well, this morning, I did join the queue, at a neighbourhood POSB branch, right in the heartlands.

I am reminded again that POSB is really a ‘’people’s bank’’. While making enquiries at the ‘’information counter’’ I heard a loud din – an Ah Nm and an Ah Pek in a vociferous squabble. I turned to look at them, distracted. The two helpful ladies at the counter also turned discretely to look, concerned, secretly hoping (I think) that I would not be alarmed. This was after all a ‘’genteel’’ place, albeit in the suburbs.

As I joined the queue to continue my banking request, the Ah Pek actually said ‘’kenny nao hia’’ (a Hokkien expletive) a few times as Ah Nm pushed and shoved. I was afraid they were going to break into a fight.

Ear-splitting it may be, it turned out that the argument was ‘’friendly’’ – it must been a tussle over money giving/ receiving?

I held up the queue of more Ah Sohs and Ah Cheks when my turn came to speak to the teller. I tried to explain why I wanted a letter from the bank vouching for my ‘’financial standing’’ – a requirement for the application for a student visa.

It must be quite an unusual request, given that we could easily print your bank statements online these days. But when you are trying to comply with the requirements of a country that still places a lot of emphasis on human contacts, as well as one whose ‘’logic’’ I struggle to comprehend, you just don’t argue, but try and comply.

I didn’t mind the human contact at all. It was an opportunity for me to be ‘’nice’’, to observe the training (or lack of) of the bank, and also to practise my persuasion skills. I complimented on the nice Thai silk jacket of the teller. She smiled shyly and mumbled something in return, and asked me to take a seat as she, after checking with her manager, acceded to my request of obtaining the letter on the spot.

Customer service is all about exceeding the customer’s expectations. After quite a wait, the manager herself came out personally to greet me, and showed me to another seat in a private corner. As I settled into the seat, another staff greeted me pleasantly, handed me the letter, and gave me an envelope to go with it.

The letter stated that I have held the account since 1973. That was so long ago. I now recall those days when I must have been half my current height, tip toeing at the counter to buy postage stamps.

Those days are long over. But I am glad that, 36 years later, I still get ‘’the human touch’’.