Great to bad service slowly

<p>Firstly I would like to apologise if this is not the right platform to voice out my concern BUT it all comes down to service at the end of the day. I've been a Capitec Bank customer since 2007 what attracted me was the service, the friendly and energetic staff. Recently for the past 3 months the service I'm getting from the branch I'm constantly using, which is Tonga Mall is very dull, consultants are now look drained. All the staff member there no more smile or sense of urgency. As a manager myself from a very service driven company I always look up to this branch. I then decided to try and find out because I'm not used to this kind of service. I went to apply for a loan and out of curiosity I ask the consultant, I'm not gonna mention any names because I don't knw what will happen to them, I ask why you guys not working like before? The consultant told me something I didn't noticed for sometime, new branch manager.The consultant said nothing after that but continue to ask me about job opening in my branch. I've been in this branch and I usually go there as I hav a small business to deposit money the consultant never asked about job, why now? Still the consultant was not open enough. I then invited the consultant for drinks over the weekend. That's when the consultant open up and told me lot of things. Manager would say to employees 'I don't pay you to do this', 'This is my branch', she don't motivate them hence they always down. Plus a lot of things. This made me realise the staff is not happy and not motivated, seems the manager enjoy the position than the job. How do u say or treat people who suppose to give great service so bad? Sometimes we managers blame the staff for not performing forgetting we are also contributing to this. No unhappy employee with deliver desired results. I'm not telling Capitec what to do but the service now sucks there. Capitec is known for its service, we can blame your employees that they don't knw what they are doing only to find they lack a leader, a motivator, encouranger. I will die a Capitec Bank client because I know the potential in the staff. Thank you.</p>