I am a bank teller and at my bank they send out surveys to customers after they come to the bank. The most important questions for us are “did this interaction make you want to increase business with this bank” and “did this interaction go above your additional needs when going to the bank”. Anything under 8/10 is considered a bad review and you will most likely hear from management. I frequently work the drive through lanes where customers get very impatient and it can get very busy. I am also severely depressed and don't really like working for a bank which is why I'm leaving soon.
Recently I received a 5/10 review that said I did my job as I was supposed to and didn't do the above and beyond. My manager sends out an email to me and my colleagues about the survey saying how we need to be displaying exceptional customer service and going above needs and wowing the customer. She requested we reply with a thought out message of how all of us can improve every interaction and of course everyone knew this was my survey. I felt embarrassed and got an ick from how professional a toxic email can.
I'm honestly so burnt out from just doing the basic professional greeting and chit chat and have 0 interest in getting my multi billion dollar employer more business. They set sales goals for us and consider us a “retail” store with all the competitiveness that comes with that. We are thoroughly trained on how to sell credit cards an these count the most towards our sales points. I have not tried to sell a single credit card because I don't agree with that AT ALL and I don't care if they're going to try to make me compare myself to colleagues. I would eventually get fired from here if I wasn't already leaving soon but I'm so fed up with how toxic the customer service and sales environment is.
The worst part is that I feel so alone in seeing a different picture than people I work with. These people genuinely care about the bank's business, their scores, their points, and in doing better for the bank. I admire so much of these people wanting to improve but they mistake business improvement for self improvement. Of course there's potential for promotions so this is an obvious reason but I cannot allow myself to be exploited like that! After learning what I know I cannot do the extra mile for a big corporation. It sucks that you have to boot lick your way up to decent paying position.