Compensation For The Staff Mr Pester?
TSB’s botched IT meltdown has entered its second week and as many as a million customers are still locked out of their accounts. If this disaster continues much into this week, drastic action will need to be taken and those decisions may be taken out of the hands of...
Sunderland – Complaints Pilot
For the past few months Sunderland Contact Centre has been running a pilot on complaint handling. According to the Bank, staff chosen to take part in the pilot, which involves advisers taking customer complaint calls in addition to general banking calls, have been...
What About The Staff Mr Pester?
We would urge Mr. Pester in all seriousness to stop saying things like “We are on our knees”. The problem with a statement like that, however you preface it, is it becomes a self-fulfilling prophecy and customers start panicking which is in no one’s interests. In the...
Is It Time To Go Mr Pester?
According to TSB customers can now access their accounts on mobile and internet platforms according to the Bank’s website. However, TSB has limited the number of people who can access their accounts at any one time, because it expects a surge in customers trying to...
Let Them Eat Fruit
TSB is on the verge of a meltdown and staff working in a number of branches dealing customers who have not been able to access their accounts for days have been offered….wait for it……fruit to keep their vitamin C levels up in the face of a barrage of abuse! Meanwhile,...
TSB’s Brewery Moment?
Staff have been contacting the Union all day to tell us about the number of customers coming into branches to complain about the IT migration this weekend. Members in the Bank’s Call Centres have also been inundated with irate customers complaining about the change...
Tipping Point For TSB
It’s still the biggest issue we come across everyday. Parts of TSB’s branch network are operating at almost breaking point because of staffing level shortages and migration could tip some of those branches over the edge, especially if we see a big influx of customers...
Dividends V Pensions
A significant number of TSB staff are deferred members of one of Lloyds Banking Group’s defined benefit (final salary) pension schemes and the financial security of those schemes is important to them. Deferred members are just as important as active members. A few...
TSB’s Anna Karenina Moment?
The Anna Karenina Principle, taken from the opening sentence of Leo Tolstoy’s book, says that a deficiency in any one of a number of factors dooms an endeavour to failure. Consequently, the success of a particular endeavour is one where every deficiency has been...
Opening Hours
As part of its review into branch opening hours, which will see the closure of 9 branches, TSB has said that a number of branches will reduce their opening hours from 9,00am to 5.00pm to 9.30am to 4.30pm. The branches will be closed over lunchtime. Let’s be clear,...
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