I am usually a patient and calm person. I also try to be assertive and not get over powered by others but this was the first time I lost my cool in Bank of Bhutan (BOB).
I try and avoid going to banks because of the crowd there but I had to go and get some work done. I entered the BOB and directly went to the customer care corner. Upon getting information on what I wanted to do, they directed me to a lady. I had a written application to change the signing authority of a joint account. I went to that lady and after hearing what I was there for she sent me to another lady. Before she directed me she read my application and told me to mention the account number on the printed application. The lady also heard about why I was there and finally directed me to an elderly man, she said he just needs to sign it and the application will come back to her.
When I approached the man, he just took my application and kept it aside. He did not even ask me why I was there. I tried to explain to him that this was urgent and that I need the approval today itself. He gave me a stern look and read through and pushed the letter in my direction. "This is not the way you write the application and why did you write the account number with a pen instead of typing it," he said. I told him that I was directed from one person to another and that one of his staff told me to do that but he was not ready to hear anything. He kept shaking his head and saying it can't be done.
Finally I lost my cool, I took hold of the application and told him that this is not the way you treat your customer.
BOB being one of the oldest banks should be approachable and know how to treat their customers. However, even with many banks coming up customer services in Bob is yet to improve
I try and avoid going to banks because of the crowd there but I had to go and get some work done. I entered the BOB and directly went to the customer care corner. Upon getting information on what I wanted to do, they directed me to a lady. I had a written application to change the signing authority of a joint account. I went to that lady and after hearing what I was there for she sent me to another lady. Before she directed me she read my application and told me to mention the account number on the printed application. The lady also heard about why I was there and finally directed me to an elderly man, she said he just needs to sign it and the application will come back to her.
When I approached the man, he just took my application and kept it aside. He did not even ask me why I was there. I tried to explain to him that this was urgent and that I need the approval today itself. He gave me a stern look and read through and pushed the letter in my direction. "This is not the way you write the application and why did you write the account number with a pen instead of typing it," he said. I told him that I was directed from one person to another and that one of his staff told me to do that but he was not ready to hear anything. He kept shaking his head and saying it can't be done.
Finally I lost my cool, I took hold of the application and told him that this is not the way you treat your customer.
BOB being one of the oldest banks should be approachable and know how to treat their customers. However, even with many banks coming up customer services in Bob is yet to improve
Oh, you really had a tough time running from one staff to another. I guess, things are still nor organised or hey are too busy to direct their customer. I hope you get your work done on time.
ReplyDeleteYea, sometimes things turn up that way. i feel sorry for that but if it was their mandates or short simple service within their control, they could have helped mo. hope you have done it.
ReplyDelete