What can that one or even two ambassadors do to make a difference to the long Q?
Makes a lot of difference from what I see at POSB branch near my house.
The ambassadors will screen to ask people what they need to do at the branch. If counter service is required, they give the Q tix. I see a lot of times no tix is issued. So the number of Q tix issued is kept low. Once you get your Q number the wait is not so long.
For those they do not issue tix, they will help them at the ATM or digital booth (replace ATM or token). They help to do replacement of passbook no need Q tix. Apply Tbill with CPF they bring them to the investment desk people no need Q tix. Answer queries and tell people that can be done online.
The ambassadors at that branch work very hard. Job tougher than tellers. Because have to deal with people queuing and a lot of time people keep approaching them to ask questions.
I was quite pissed off when I see some tellers attitude towards the ambassadors. They think they belong to a different class. They should be thankful to the ambassadors for reducing their work load.
Finally, these ambassadors because they have to know who to direct customers to and all the procedures, they end up having wealth of knowledge.
Once a staff at the desk was supposed to help me settle an issue due to bank error. He say need to email backend. 4 hrs later he still got no answer as backend ask him to approach another unit. After that he came back and say he was lucky to find someone who knows who he should be contacting at the backend and she will help me and takeover from him. To my surprise an ambassador took over. She called the correct dept, confirm the process and explain very clearly to me. And my issue was settled in the system the next working day.