Customer service desk can not handle volume

Over the past year I have visited Absa Phalaborwa on a number of occasions and it is apparent that the three (max) customer service staff is not enough to handle this branch. On a good day there is a 40 minute wait! In this day and age of internet banking most people actually going into the bank require customer services and not tellers, surely the branches adapt for these changing times. I’ve spoken to the bank manager who simply says it’s not her call how many staff she has in which department. I challenge the customer service manager to go to Absa Phalaborwa and stand in that queue... over month end it could be well over an hour. Other banks have instituted number systems where clients can sit and wait to be called, they have many more customer service agents. When you walk into absa Phalaborwa it’s like going into a time warp and it reeks of a “don’t care about customers” attitude.

As a side note the staff at customer service are all very friendly and helpful despite the fact that they have to deal with very many grumpy customers.