Not sure how to answer this....

I did a bank shop today, and one of the questions asks whether any interruptions occurred during the transaction, and, if so, how many. Well, the branch manager and the district manager (who just happened to be there today) both, at different times, came over and introduced themselves to me. Technically, yes, those were interruptions. But the way the questions are worded and the brief explanatory notes indicate that they're looking for things like interruptions from employees asking questions/needing help, phone calls, that type of thing.

I'm inclined to say "no," since these were brief and didn't really interfere with the flow of the interaction. I saw them as positive, and the survey is, I think, looking for negative interruptions.

WWYD? Thanks!

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I would not count a manager introduction as an interruption. I would call a manager introduction a customer service enhancement. To me, an interruption would be if another staff member interrupted my time with the associate to ask him to do something unrelated to my transaction, or if the associate stopped to take a phone call or sent or received a text. As long as the manager did not direct the employee to do something that took his attention away from you and the associate (and the manager during the introduction) remained attentive to you, I would say there was no interruption.

Edited 1 time(s). Last edit at 04/28/2016 02:46AM by AustinMom.

@AustinMom wrote:

To me, an interruption would be if another staff member interrupted my time with the associate to ask him to do something unrelated to my transaction, or if the associate stopped to take a phone call or sent or received a text.

Thanks! That's my take on it, too, but if I were to answer the questions literally as they're asked, I'd have to answer "yes." Although there's in implication that they're asking about "negative" interruptions, they don't, say, give an example of what they mean. Odd, because this survey has more explanatory notes on it than any other report I've ever done! Which I appreciate, but this is one place where they weren't as clear as in others.

I learn something new every day, but not everyday!
I've learned to never trust spell-check or my phone's auto-fill feature.

I would not consider those as interruptions. If a teller came over to get a check signed, or the phone rang, or something like that, those would be interruptions in my book.

Shopping Southeast Pennsylvania, Delaware above the canal, and South Jersey since 2008

Most of the surveys have a question on there, "did you interact with any other employees?" Otherwise I would mention it in the summary, as they are pleased when managers etc. interact with the customers.

@sbobgal wrote:

Otherwise I would mention it in the summary, as they are pleased when managers etc. interact with the customers.

They didn't have the question about interaction with other employees, but I did put it in the narrative. I thought it was really nice that they did that, and I figured the bank would like to know!

I learn something new every day, but not everyday!
I've learned to never trust spell-check or my phone's auto-fill feature.

I would consider a bank robbery as an interruption.

I think the question is regarding interruptions directed towards the employee. This is an interruption directed towards the customer, so doesn't count. (Or however you phrase that; sorry if I'm not making sense.)

Never mind.

Edited 2 time(s). Last edit at 04/30/2016 05:39PM by 2stepps.

BirdyC As you probably know by now that I have shopped thousands of branches. I always put in my narrative that the bank manager was introduced to me or any other members of the staff. This would not be an interruption. AustinMom stated this as I would.

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