Why do natwest employees ask so many questions when opening a simple product??

chambta

kloana wrote: »

You just got lucky with Barclays on this occasion. They do it too, as does pretty much every high street bank.

If you object to it, have Natwest (and any other bank) mark your account with 'Do not undertake sales activity' (these are Barclays in-house words, but Natwest's wording is likely to be much the same), to give the adviser the heads-up.

It is in their job description to attempt to sell to you.

If you're sat with someone or have called up then any marketing exemption is surely void.

ses6jwg

The staff hate it as much as you customers do, trust me.

It's rammed down our throats that if we don't "try to make/ save/ protect your money" we are not providing good customer service.

chambta

ses6jwg wrote: »

The staff hate it as much as you customers do, trust me.

It's rammed down our throats that if we don't "try to make/ save/ protect your money" we are not providing good customer service.

Which is true to a point.

kloana

chambta wrote: »

If you're sat with someone or have called up then any marketing exemption is surely void.

Staff are alerted to the fact that the customer has opted out of sales activity. It literally flags up. So, theoretically, the sales conversations don't happen, unless initiated by the customer. They're also considered ineligible to be called for this purpose (though many are still called, at least during the early days of their post-opt out period).

chambta

kloana wrote: »

Staff are alerted to the fact that the customer has opted out of sales activity. It literally flags up. So, theoretically, the sales conversations don't happen, unless initiated by the customer. They're also considered ineligible to be called for this purpose (though many are still called, at least during the early days of their post-opt out period).

In RBS/Natwest it certainly isn't 'flagged up' in any obvious way.

The OP's situation was presumably initiated by him/her in any case.

Southernman

It's all about doing what's right for the customer and making them aware of products that could help them save money and let them have an informed choice. That's why it's done. Otherwise managers would be on advisers backs not following correct procedures and not 'bringing helpful banking to life'. Same goes for the essential legal scripting.

When I was on the phones my calls lasted a minimum of 15 mins as there's so much you can do to help a customer plus the essential chatty rapport that managers condone to relax the customer.

CRISPIANNE3

I did a mystery shop a few years ago and had to go into Lloyds and make out I was interested in one of their investment products. My goodness talk about a hard sell and to think I was only doing it for the poultry amount of £20. Never again.