Sir, – Ann Marie Hourihane’s genteel rant (“Banks want you at home doing all their work for them online”, Opinion & Analysis, July 22nd) highlights the demise of branch banking and customer service, and is aptly summed up in her concluding comment, “the banks’ live customers are being hunted down like dogs”. I understand our so-called pillar banks are under huge pressure to cut their costs, but this should not be at the inconvenience of their customer base. The mantra in branch banking used to be “know your customers – listen to them and speak to them”. When all decision-making was centralised at head office, these skills were lost, with horrendous results for the banking sector. The solution to attracting more deposits is for the banks to offer enhanced personal customer service. For example, when I phone my branch I want to speak to my account manager or adviser, not some call centre, which is probably staffed by personnel without banking qualifications. There has to be an opening for a bank which can offer such a service. An Post with its wide branch network might be the answer. – Yours, etc,
MIKE CORMACK,
Ardagh Close,
Blackrock, Co Dublin.
Sir, – I have been a customer of the Bank of Ireland for many years. Recently I went there to get a sterling draft for £47. I was refused this and was told I could only get a draft for £500. I was told to try the post office. – Yours, etc,
ALICE JOHNSON,
Merrion Village,
Ballsbridge, Dublin 4.
Sir, – What an excellent article by Ann Marie Hourihane on the attitude of the banks to their customers. How can we ordinary clients make the banks realise it is our money they have, and that we deserve some respect? – Yours, etc,
ANN YOUNG,
Killadrennan,
Newcastle, Co Wicklow.