FCB: Protecting customers slowing service

PRACTICAL implementation of measures to protect bank patrons against the spread of covid19 has caused the rate at which customers can be served to slow down, and could be a factor in long lines being seen outside the bank.

So said Larry Olton, head of Brand and Marketing at First Citizens’ Bank, in response to questions posed by Newsday, after images of people gathering en masse were circulated in news media last week.

Olton said banks are complying with the guidelines of public health officials in mitigating the spread of the virus, which include physical distancing, sanitising and wearing of face masks. But the implementation of the measures is delaying service to customers.

“For example physical distancing means that only a limited number of customers can be allowed into the banking halls at a time,” Olton said.

Apart from the established protocols, banks have also implemented a system of regular sanitization of their premises, especially in areas where there is high traffic. Banks have also embarked on campaigns in mass media, social media and in direct communication with customers, which advise people that they can use the banks’ online methods to conduct their business, thus reducing lines at the banks. Olton said, the information drive resulted in more people using online platforms.

“Many new adopters of the full range of technology solutions on offer by banks, have indicated their comfort and preference for these faster, more convenient, and more efficient ways of doing business with their banks.”

On Wednesday last images on the front page of the TT Newsday captured large crowds gathering outside the RBC Royal Bank TT’s Independence Square branch. Concern was later raised by Minister of Health, Terrence Deyalsingh, on the lack of social distancing seen in the photo.