DIR Return Create A Forum - Home
---------------------------------------------------------
Bad Manners and Brimstone
HTML https://badmanners.createaforum.com
---------------------------------------------------------
*****************************************************
DIR Return to: The Work Day
*****************************************************
#Post#: 31928--------------------------------------------------
Being contacted outside of work about work matters
By: Bottlecaps Date: May 30, 2019, 2:15 am
---------------------------------------------------------
I work as a teller and CSR at a local bank. It's a small town,
everyone knows everyone, you know the deal. As such, I'm not
only familiar with a lot of our customers on a professional
level but also on a more personal level as well. I have them as
friends on social media, stop and chit chat while out and about,
etc. This isn't a problem and I'm happy to know them like this,
except when customers contact me (or some of my coworkers, as
I'm not the only person it happens to) outside of work regarding
issues with their accounts. It's not like it happens every day
or anything, but it happens often enough that sometimes it does
bother me a bit. Two great examples are receiving messages on
Facebook instead of the customer calling the bank when they have
a question or an issue (this one happens more than the other),
or being stopped while I'm out on my own time with questions
regarding their accounts.
I've pondered how I can politely let these people know that this
isn't really acceptable to me. It may seem like such a small
thing, but I'm not on the bank's time when I'm at the grocery
store or perusing Facebook, and even if they do message me while
I'm at work, it's much more efficient for both them and me to
just speak via the phone.
Am I wrong to feel this way? How can I go about letting people
know that any questions or concerns can be handled during
business hours by contacting the bank directly, without
potentially offending both our clientele and friends?
#Post#: 31934--------------------------------------------------
Re: Being contacted outside of work about work matters
By: Flibbertigibbet Date: May 30, 2019, 4:21 am
---------------------------------------------------------
I would say something along the lines of 'I don't have all your
details with me right now, why don't you give me a call/drop in
at Bank tomorrow/whenever you are working next?'. For the ones
over social media and normal messaging I'd also add/say 'I'll
give you a call/message you from my work phone/account when I am
at the Bank as it might not be best to/I am not permitted to
discuss these confidential details via [a] non-secure
line/messaging.' Delete depending on what your bank's policy is;
I don't work for a bank, but I do deal with confidential
information, and we absolutely may not discuss it outside of
work systems so it may be that you actually have a legitimate
and truthful excuse for not responding outside of it.
#Post#: 31935--------------------------------------------------
Re: Being contacted outside of work about work matters
By: Chez Miriam Date: May 30, 2019, 4:23 am
---------------------------------------------------------
[quote author=Bottlecaps link=topic=1159.msg31928#msg31928
date=1559200518]
I work as a teller and CSR at a local bank. It's a small town,
everyone knows everyone, you know the deal. As such, I'm not
only familiar with a lot of our customers on a professional
level but also on a more personal level as well. I have them as
friends on social media, stop and chit chat while out and about,
etc. This isn't a problem and I'm happy to know them like this,
except when customers contact me (or some of my coworkers, as
I'm not the only person it happens to) outside of work regarding
issues with their accounts. It's not like it happens every day
or anything, but it happens often enough that sometimes it does
bother me a bit. Two great examples are receiving messages on
Facebook instead of the customer calling the bank when they have
a question or an issue (this one happens more than the other),
or being stopped while I'm out on my own time with questions
regarding their accounts.
I've pondered how I can politely let these people know that this
isn't really acceptable to me. It may seem like such a small
thing, but I'm not on the bank's time when I'm at the grocery
store or perusing Facebook, and even if they do message me while
I'm at work, it's much more efficient for both them and me to
just speak via the phone.
Am I wrong to feel this way? How can I go about letting people
know that any questions or concerns can be handled during
business hours by contacting the bank directly, without
potentially offending both our clientele and friends?
[/quote]
Firstly, you are absolutely not wrong to feel this way! It is
inadvertant trespass on your private time - like going up to
your dentist in a restaurant, and insisting he look in your
mouth there and then. I'm not saying you would do that, but if
that example makes you think "I would never do that; that is
ridiculous behaviour", it shows just how much "your" customers
are overstepping the mark. And remember: they are not 'your'
customers, they are the bank's customers, and the bank has
procedures for a reason.
When I worked in banking [merchant, not retail, though] it was a
sackable offence to have any communication with clients/about
work that was not done through proper work channels - no
personal mobile phones [all work phones were recorded], no
personal emails, etc.
Could you point out to people that 1) answering through non-work
channels could jeopardise your job, and 2) that it is always
quickest to get an answer by calling/visiting the bank itself?
The first will hopefully make them think twice about what
they're doing, and the second gets them what they want faster -
if you're not in the bank when they contact you, someone else
will be, and their query will be dealt with in a timely fashion.
That's assuming they're not calling you up at midnight, of
course!
Good luck with finding the right balance, but I think if you can
emphasise it's 'done this way' as a protection for them as much
as for you, [most] people will see sense.
Sarcastic Curtsey posted whilst I was typing, and I agree with
all of that!
#Post#: 31940--------------------------------------------------
Re: Being contacted outside of work about work matters
By: Hanna Date: May 30, 2019, 7:29 am
---------------------------------------------------------
I’d ignore all the social media messages. Just don’t respond to
anything work related.
In person I’d say “oh, you can just call the bank or stop in and
ask. I’m not able to help with that when I’m outside the
building.”
If they press you can say “Sorry, I’ve turned off my work brain
and don’t want to give you the wrong answer.”
I’m ready to be done with this 24/7 connectivity experiment. I
miss land lines and business hours and mail order catalogs.
#Post#: 31944--------------------------------------------------
Re: Being contacted outside of work about work matters
By: Kimberami Date: May 30, 2019, 8:16 am
---------------------------------------------------------
"I am not able to answer work related questions outside of
work." No further explanation is needed.
#Post#: 31946--------------------------------------------------
Re: Being contacted outside of work about work matters
By: Jem Date: May 30, 2019, 9:02 am
---------------------------------------------------------
[quote author=Bottlecaps link=topic=1159.msg31928#msg31928
date=1559200518]
How can I go about letting people know that any questions or
concerns can be handled during business hours by contacting the
bank directly, without potentially offending both our clientele
and friends?
[/quote]
You can't really control whether people are "offended," but
telling them exactly the green bolded is not at all offensive.
This is exactly what I would tell them! I am frankly surprised
people would want to handle sensitive financial conversations in
anything other than private secure work-related settings.
#Post#: 31948--------------------------------------------------
Re: Being contacted outside of work about work matters
By: Bada Date: May 30, 2019, 9:12 am
---------------------------------------------------------
[quote author=Kimpossible link=topic=1159.msg31944#msg31944
date=1559222192]
"I am not able to answer work related questions outside of
work." No further explanation is needed.
[/quote]
If your bank doesn't already have this as an official policy you
can rely on, they should! (And it always goes down easier when
you can blame the institution and say this is due to how worried
they are about customer privacy.)
#Post#: 31950--------------------------------------------------
Re: Being contacted outside of work about work matters
By: Hmmm Date: May 30, 2019, 10:27 am
---------------------------------------------------------
I agree with the other posts.
If contacted via private social media, ignore until after hours
and then respond with "Sorry, I don't check my personal social
media during work hours. Please contact the bank via xxxx
tomorrow during normal hours." Having the delay and then having
to initiate a second request will soon teach them to use the
appropriate paths.
You might even want to bring this up with your branch. I know my
company would not want me using my personal social media for
conducting business. It would probably be a good idea to have a
policy in place. This would enable all employees to redirect
contact via appropriate channels.
If asked in person, I'd deal with it based on how long it would
take me to respond. If the checker at the supermarket asks me
for current auto loan rates as they are checking me out, I'd
respond with a "I think they are x but it would be best to give
us a call to make sure." If someone stops me while shopping and
asks me for details on how to open up a savings account for
their child I'd deflect with a "oh, sorry, it's little more
complicated than I have time to share right now. Can you give me
a call on Monday at the bank?"
#Post#: 31951--------------------------------------------------
Re: Being contacted outside of work about work matters
By: DaDancingPsych Date: May 30, 2019, 10:37 am
---------------------------------------------------------
I agree with all the others. You need to redirect them to the
appropriate channels. I cannot think of any line of work where
it would be appropriate to make a work related request through
someone's personal communication.
The company that I work for has a company-wide holiday party.
This is often the first opportunity for me to meet our
contractors face-to-face. Every year I would receive half a
dozen requests for important things like raises, documentation
to support visas, and changes within their benefit
information... all while I am holding a cocktail in one hand!!!
The worst part is that I am meeting these people for the first
time, so I am sometimes struggling to remember who's who. Not to
mention the fact that we have clients at these parties and they,
too, were making requests of me (which I could not really
redirect them about.) The parties became me trying to remember
all the requests and/or redirecting people to contact me when I
was back in the office. I no longer attend the holiday party for
this (and several other) reasons. ::)
#Post#: 31973--------------------------------------------------
Re: Being contacted outside of work about work matters
By: oogyda Date: May 30, 2019, 4:11 pm
---------------------------------------------------------
Given that most banks have websites or mobile apps to utilize
online and mobile banking, I would direct them to use that.
Oh, you don't have an online account? It's super easy to set
up!
*****************************************************
DIR Next Page