Case of the understaffed bank

We bank with a large but usually friendly and very convenient bank.  There is a branch very close to our house and several a small distance past that.  Our closest branch has very poor service which is why we usually choose to go past it to one of the other more helpful branches.  This particular Friday afternoon, we were in a hurry so we went into the closest branch merely to deposit a single check.  Not a complicated transaction by any means.

When we walked into the branch, we found one teller and one person waiting in line before us.  On the platform was one woman (who turns out to be the Assistant Branch Manager), working on a computer studiously ignoring the growing line in her lobby.  After a minute or two, it becomes apparent to those of us in line that the person at the counter is involved in a lengthy debate with the one teller behind the counter.  At this point we went to the woman and asked if she could help us with our transactions.  With a grimace and a heavy sigh she pushes herself away from the desk and walks behind the counter, all the way across the bank, into a room where she asks someone to come out and help us.

Two women come out and walk leisurely across the bank behind the counter, chatting as they go, and join the other woman who has now re-seated herself at her desk.  They take their desks and also studiously ignore the growing and impatient line.  Finally a teller comes out and quickly takes care of the line and sends us on our way.  This earned a phone call to the bank's regional manager who made it clear in our conversation that this was not acceptable behavior and since she was already on the road, she would stop by that branch and discuss it with the Assistant Manager.  It didn't sound like a good Friday afternoon there.

What could be done to make it better?

1)  The Assistant Manager could have acknowledged us in line and if she was too busy to help us personally state that and say, "but I'll get someone to help you right away."

2)  The other women walking across the line could have acknowledged the line and quickly taken care of the transactions and been on their way.

Customers will continue to give the benefit of the doubt and wait if they've at least been acknowledged.  This tells them that someone is aware of them waiting and is doing something to expedite their assistance.  In a field such as banking where services and pricing are very similar and readily available, customer service is going to be a key distinguishing factor and it is vital for them to make it a priority.