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Cashier Number 3 Please by Terry Green

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MAKING AN APPOINTMENT

Banks have used appointment systems to reschedule demand for their staff resource in branch. It’s quite common for expensive resource, for example a mortgage specialist, to be shared among several branches – he will be in a particular branch on a given day and have appointments made for him in that branch on that day. A customer arriving on a different day will be out of luck and will need to schedule a future appointment when the mortgage person is in residence.

However, appointment systems are not quite the panacea that banks would like to believe. Despite the banks’ acknowledging the appointment when it is made and reminding the customer the day before it arrives, the incidence of customers not turning up at all or turning ...

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