Description of a Problem at Work

Description of a problem at work

The problem I encountered was at my previous job at Wachovia Bank. After I graduated from George Mason University in fall 2004 with a degree in Finance, I decided to get a job as a teller. I choose Wachovia Bank based on its reputation as the best customer service bank three years in a row. I was hoping to join its working force and start my career there. I was hired mid March . I received excellent training and was excited to start working but that’s when the problem started.

On my first week of training, I was told that the company has decided to increase the hours of operation. Starting on May first, some branches will stay open until 7 pm instead of 3 pm. I was asked to change my hours. I refused for educational reasons. So I was told that I will be changing branches sometime in the future to accommodate my old hours. I was not informed anything else. It was frustrating not to know where I will be moving and if it will be convenient for me or not. I tried to contact the service leader hoping to get an answer but instead I was told that the bank is undergoing major changes and I should just wait. Finally, on April 29 my teller manager informed me that I will be moving to a new branch in two days. So what is the problem?

The management team did not manage the change of hours appropriately. Most of old tellers were not able to accommodate the new hours. Some were under the pressure to accept these new hours in fear that they might lose their job. Therefore, employees were not happy and as a result this affected their work. They were not providing customers with great service. Turnover in the teller line increased. For example, since I started working two tellers quit, one was looking for a new job with better hours, and the bank manager asked to be transferred to a new position. As a result, customer service was affected. The bank was trying to make customers happy by opening late but instead customers complained that they were not treated the way they expected by the bank employees. Customers also like to see the same faces when they go to their banks. No customer wants to be asked to provide identification every time he or she wants to withdrawal money. Plus, most customers have already established