Segregation of Roles

Today morning i went to 2 banks to deal with a similar event. First i went to the headquarters of Hang Seng Bank, i found the staff are cool, until they saw your account information and felt that you may be their potential customer, then a smile is squeezed out. Of course followed by suggestion of introducing some current exciting packages to you.

The other bank to where i went was the headquarters of the Hong Kong and Shanghai Bank (HSBC). i found the staff are a bit professional in terms of serving manner, dressing. HSBC gives me the impression of higher level of service, manner, ..., ,etc. when compared with the Hang Seng Bank. The staff in counter of HSBC do not require to sell products, they only work on different services provided to customers.

The difference is that the staff of Hang Seng Bank needs to sell products, i don't know if they need to take quota. The staff in counter are driven by sales, that is, money, rather than by customer satisfaction. i think that the management of Hang Seng Bank consumer bank goes to the wrong direction (in the past, these staff are not required to sell products), they needs segregation of roles, to eliminate conflict of roles, to push to a higher level of services.