Lloyds Bank customers who abuse call centre staff could be cut off and threatened with having their accounts closed by an automated message
- Lloyds is piloting the method of dealing with unpleasant behaviour by customers
- It comes after its employees reported an increase in abuse during the pandemic
- The employee involved will be able to tell managers what action should be taken
Lloyds Bank customers who abuse call centre staff could be cut off mid-conversation and threatened with having their accounts closed by an automated message.
The bank is piloting a new method of dealing with unpleasant behaviour by customers after its employees reported an increase in abuse during the pandemic.
If customers ignore warnings from call handlers about rude or aggressive behaviour, they will be transferred to a recorded message.
It will say: ‘As we are unable to have a constructive conversation we have ended the call.
‘We had asked that you do not use threatening or abusive behaviour towards our staff member who was trying to assist you.
‘We may need to close your account following a review of the call and, if so, we will write and let you know.’
The bank is piloting a new method of dealing with unpleasant behaviour by customers after its employees reported an increase in abuse during the pandemic (file photo)
The employee involved will be able to tell managers what action should be taken against the customer.
Lloyds last night refused to be drawn on what exactly would classify as abusive behaviour.
The bank was forced to send security guards to branches in the March lockdown last year after some customers spat at employees.
Staff said customers were angry at having to wear masks and join long queues. Many were also incensed when they were denied ‘non-essential’ services.
A survey by Accord, the Lloyds’ employee union, found that customers had threatened to share workers’ names on social media or take them to court for poor service.
A female call centre employee complained that she would often receive ‘a mouthful of abuse’.
She said: ‘I get sworn at a lot by men. I usually get ‘thanks for nothing’ and worse from men who feel they can order a woman about and that I don’t know how to do my job because I’m female.’
If customers ignore warnings from call handlers about rude or aggressive behaviour, they will be transferred to a recorded message (file photo)
Another employee said: ‘The abuse we’re dealing with is hard to handle. It’s psychological abuse.
‘Customers say we’re leaving their children to starve, we’ve ruined Christmas and birthdays.
‘Even customers telling us they’ll commit suicide if we don’t do something, or because we have done something. One complaint manager was told they’d be named in their suicide note.’
Last night, Ged Nichols, general secretary of Accord, said: ‘We support banks closing the accounts of customers who don’t treat staff with the respect they deserve.’
The union wants the Government to include bank staff in measures to protect retail workers from abuse.
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