How to deal with difficult customers at a bank branch

Difficult customers at a branch are not always loud. Some are calm but push hard: "I do this every month," "the other teller lets me," "I am in a hurry." That kind of pressure can make a new banker skip the one step that protects everybody. I learned to slow the conversation down without sounding defensive. Repeat the request, explain the next verification step, and keep the policy tied to the…