[originaltext] The banking profession doesn’t have a very good reputation fo

The banking profession doesn’t have a very good reputation for customer service at the moment. High street branches are shutting down and where banks are available, their opening hours are inconvenient. Staff at the desks are rude, increasingly under-qualified and often unable to answer questions. And if customers try to contact the bank by telephone, they are put through to a call centre in another country where they have to speak slowly in order to be understood. Astonishingly, however, 86% of the customers at First National Bank are either extremely satisfied or very satisfied with the service they receive. And what is even more surprising is that this bank has no high street outlets at all.
    First National Bank is run entirely through the telephone and the Internet. And its success shows that customer service is just about face-to-face contact with clients. The primary concern of the bank is recruiting the right people. They have the attitude that some skills, such as keyboard skills and so on, can be taught, but staff can’t be taught to be a nice person. So they only recruit people who already exhibit good communication skills.
    And unlike other services that operate primarily over the telephone, the staff at First National Bank do not use scripts. The managers recognize that customers find them impersonal and unnatural. What this bank asks for is that staff be themselves and establish a good relationship with their customers. Part of this is recognizing people’s needs. Staff have to pick up on the caller’s mood and react accordingly.
23. Why is the experience of contacting banks by telephone usually unhappy?
24. What kind of people does First National Bank intend to recruit?
25. What do we know about the First National Bank?