As Go The Teller Transactions, So Goes Perception

Diekmann, Frank J.
April 2011
Credit Union Journal;4/25/2011, Vol. 15 Issue 16, p6
Trade Publication
In this article the author discusses the findings of a study released by Prime Performance Inc., which shows that tellers affect how consumers feel regarding their financial institution. He states that the study revealed some consumer feedback and trends that are reminders of some business basic practices that should guide decision-making. He explores four paths from the teller action-to-customer satisfaction including transaction speed and accuracy, waiting time, and friendliness of the teller.


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