One of the most common sector among prominent organisations is customer care services. A sector set up to provide necessary solutions to the complaint of customers. in order to be employed as a customer care service there are different kinds of qualities every organisation is always on the look out for which includes: having good communication skill, years of experience in the field. there are also organisations who consider facial beauty as one of the qualities a customer care should have. I would not dispose the fact that each of these qualities plays a vital role in being a customer care but there is more.
Every bank is known to have customer care service but not all banks customer care really cares about the customers. I have had series of bad experience with banks customer care service but there was one in particular that stood out among the rest. There was a time I was sent an errand by my mom, I had to visit zenith bank ATM in ikorodu to withdraw the amount of cash needed in purchasing what I was sent to buy. the initial plan was to with draw ₦50,000 but along the line after withdrawing ₦40000 I experienced a dispense error, which means I was debited a sum of ₦10,000 without getting any cash from the ATM. I had no choice but to withdraw another ₦10,000 from my personal savings in order ensure the ₦50,000 was complete.
Normally I would have entered the bank to complain but I knew that a dispense error report can't be made until the transaction is over 24 hours. I just went ahead to purchase what I was sent to buy, I reached home, gave the item to my mom and I didn't say anything about the dispense error that happen because I felt like the money will be reversed before 24 hours. I kept checking my account balance throughout that day but the money was not reversed and the next day it was still the same. On the third day I went to Zenith bank, the same branch where the dispense error occurred.
I entered the bank and I was directed to join the queue. this was on Thursday, after Waiting for more than 1hr it was finally my turn. I was already frustrated but I kept my cool, I explained what happened to the customer care lady I met. after checking the status of the transaction on her system, to my surprise she asked me to wait for the next 7 working days before the issue can be resolved. I felt so confused, I tried explaining to her that the transaction was over two days already but could you believe that this lady totally ignored me, she just kept acting as if I was not talking to her but still I kept my cool, stood up like gentleman and went out of the bank.
the most annoying aspect of the statement "7 working days" is that weekends are excluded since banks don't open on weekends. which means I had to wait till next week Friday for reversal. As if that was not painful enough after waiting for 7 working days including Saturday and Sunday making 9 days the money was not reversed. on the 9th day which was Friday, I woke up that morning and I knew in my heart that I was prepared for violence. I got to the bank very early in the morning, met the same lady. i walked up to her and explained to her again politely about what happened she did not even allow me to finish what I had to say before asking me to join the queue.
Like a gentleman, I joined the queue and waited till it was my turn, I explained to her what happened. Then she started saying something about having some network difficulties, that I should go to the other customer care service in order to resolve the issue. I just looked at her and smiled, went to one of the security guard in the bank and ask him to direct me to the managers office 😂. the guy asked why I explained to him, that was when he directed me to the office of the CSO.
I went upstairs to see the CSO, explained what happened to him. he must have noticed I was pissed already because he kept saying I should calm down that everything will be sorted. the CSO tried searching for the complaint I made but could not find it, that was when he told me that the dispense error complaint was never imputed in the system. he had to call the customer care lady and blasted her. The CSO worked on the issue and before I left the bank I received the alert of the money being reversed.
From the experience I realised majority of people in the customer care service don't have the patience of attending to customers which is as a result of defect in their personality. I have witnessed some of them speaking harshly to customers especially those that are not educated. apart from having the academic qualifications required to be employed as a customer care, I believe attitude/character of such person is also important. I believe there should be a way to conduct personality test for those who aspire to be employed as a customer care.
This write-up was inspired by weekly engagement prompt titled "Customer service" in hive Ghana community.
Cover image - 𝖣𝖾𝗌𝗂𝗀𝗇𝖾𝖽 𝗎𝗌𝗂𝗇𝗀 𝖼𝖺𝗇𝗏𝖺
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