Customer service and self-service machines
The Leader agreed with concerns about the loss of personal contact in banking and customer service, and criticised overreliance on machines and kiosks. Senators interjected in agreement, and he reiterated that many people still prefer face-to-face service.
I agree with Senator Murnane O'Connor that there is a movement away from the interpersonal communication which applies when calling any organisation. Eircom has become appalling in its customer care, as have the banks. There now seems to be no interface with a person; it is all through a machine. Over the phone customers are put on hold for an inordinate amount of time with no resolution. I hope we will not lose that personal communication. I share the Senator's concern over self-serve kiosks. There are people in a hurry who do not have the capacity to use the machine. It is an issue we should address as a society. On a number of occasions I have made the point that banks do not want to see people inside their buildings. I am a Bank of Ireland customer and I refuse to go onto Banking 365 because I want to be able to go in. I know I am probably old-fashioned-----
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----- but I want to be able to go in and speak to somebody rather than going through a machine or dealing with them online. I know it might be the way to go.
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Many people like me prefer to go into the bank. I make no apology for that.
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Based on the Leader's contribution, I can understand why the bank would want him to go on Banking 365 online.