@Michael C wrote:
The customer is always right. Did your instructions ask you to report your opinion about the strength of her handshake or the moisture content and temperature of her hand?
Of course they wouldn't, though many bank shops ask about whether the CSR stood to greet you, asked for your name, used your name, stood on your departure and offered a handshake. If the CSR was in a wheelchair the answer to whether they stood to greet me would have to be 'no' but I would comment that they were in a wheelchair so they were not marked down for the inability to stand to greet me. If they were 'professionally attired' but reeked of cloying perfume I would mention that if it was annoying to me. If they 'wore a nametag' that had no name on it I would need to mark 'did they wear a nametag' yes, but would explain it had no name.
There are standards that are expected in the banking industry and those all revolve around giving the customer confidence that the bank and banker are competent professionals. There are many parts and pieces to looking and being a competent professional. They range from hair styles that are conservative, minimal but 'good' jewelry, clothing that is not too tight or too revealing and that is just in the realm of personal attire. In personal behaviors, competent hand shakes, orderly desk, speaking clearly and without slang or excessive 'place holders' (such as 'you know', 'right', 'uh' etc.), staying on topic and not gossiping are important. Anything that makes a customer or potential customer uncomfortable about your professionalism will encourage them to take their business elsewhere.
I went into a bank and was invited into the banker's office. He had his desk against one wall and by an adjoining wall there was a table and chairs. He offered me a seat at the table and then went and sat at his desk, where he swiveled his seat sideways and crossed his legs to talk to me from about 10 feet away. My impression of his professionalism would have been significantly improved had he also taken a seat at the table with me or even if he hadn't crossed his legs such that I was staring at his shoe.