If a customer is upset about limited branch access for deposits, what should you do first?

When a customer expresses frustration regarding limited branch access for deposits, the first step is to acknowledge their feelings and apologize for the inconvenience they are experiencing. This approach demonstrates empathy and understanding, which is essential in customer service. Apologizing lets the customer know that their concerns are heard and valued, creating a more positive interaction.

Building rapport by validating the customer's feelings opens the door for further communication, allowing for a more constructive conversation about potential solutions. This could lead to discussing alternatives for making deposits or exploring other banking options that may address their needs.

While there are other options that could follow, such as providing information about online services or exploring account options, starting with an apology sets a professional tone and helps de-escalate the situation.