Count me in with the “overreacting” crowd, although I sympathize because I too am sensitive and the experience would have distressed me too. Sounds like Heather blurted out poorly chosen words, but handling the situation by explaining that someone is still being trained is not inappropriate.
Boy, I would DEFINITELY see the manager about the inconsistent instructions you get from people. Leave Heather’s comments to the customer entirely out of it, but do say “I need clarification on how to do my job properly because I am being given three sets of conflicting procedures and no matter which set I follow there are problems as a result.”
Ahhh the cutthroat world of high finance.
Perhaps you just didn’t mention it, but it doesn’t seem clear at all from your OP that you explained to the woman, who “felt like a criminal” when you excused yourself to go talk to Heather, exactly why you had to do it.
If you simply looked at the cheque, thought you needed a hold/override, said “excuse me a moment” and walked away, I can imagine a customer being pissed off if this isn’t the first time this happens without explanation or justification. Basically, she comes in for a service, gets to wait for 10 minutes while people talk about it, then gets what she asked for. It looks pretty bad from her point of view, and can be very frustrating.
But had you said “I’m sorry, I’m new and still in training and I’m not entirely sure of the procedure for this, please excuse me while I speak to my trainer about it” then at least the customer can understand the delay without feeling like you are judging her/talking about her. Maybe you did say this and didn’t write it, but if not, it is something to think about when you are dealing with customers.
If I had to wait for 10 minutes while the teller walked away and talked to someone else, I probably would have called her back over and asked what the problem was. It just seems like the customer was left hanging, for no reason, and then Heather spoke too quickly to try and calm her down once she was already angry. I agree it was humiliating, but not all that bad. I would probably just let it go unless she spoke that way to a customer again about you, and then I’d either talk to her about it, or talk to your manager.
I’d definitely bring up the inconsistent training with my manager, though, especially if steps in an SOP or shortcuts are being taken that could negatively affect a customer/the bank itself. If it’s just quirks of habit by the other tellers that make things seem very different, then consider that learning to do something differently is probably an advantage!
Yeah I didn’t make that part very clear. Because I have to get overrides all the time, I’ve got my little spiel memorized “Sorry, I’m new and still in training and I’m only allowed to do certain things, I have to get an override to complete your transaction, I’ll be right back”.
I’m feeling a bit better about the whole thing. Although I did see Heather driving in town today and thought rather unkind things about her. I also talked to my other boss at my other job about it and he had lots of good advice as well.
I think I will take the advice of the majority and speak to my manager about the inconsistencies and how I should go about navigating them, but let the whole Heather thing drop.
Thanks, all!