BAD MANNERED FRONT LINE STAFF

FNB WESTGATE

TO THE MANAGER AT FNB WESTGATE, WOULD YOU BE SO KIND TO ARRANGE CUSTOMER SERVICE TRAINING FOR YOUR STAFF.. THEIR ATTITUDES STINK BIG TIME!

ON FRIDAY AFTERNOON WE WERE STANDING IN THE QUE OUTSIDE FOR ABOUT 50MIN AND ALL I NEEDED WAS A STAND ON A FORM, THIS IS LITERALLY A 30SEC JOB. I ASKED PEARL MOMPANE (I ASKED FOR HER NAME AND SHE RUSHED BY QUICKLY POINTING TO HER NAME BADGE) IF I HAVE TO REALLY CONTINUE STANDING IN THE QUE AFTER I HAVE ALREADY BEEN THERE FOR 50 MINUTES FOR A FORM TO BE STAMPED. AND THAT I STILL NEED TO GET TO OTHER BANKS AND IM RUNNING OUT OF TIME, BY THIS TIME IT WAS ALREADY AFTER 4PM. PEARL WALKED AWAY WITHOUT LISTENING TO WHAT IT WAS I NEEDED EXACTLY AND WAVED HER HAND IN THE AIR SAYING THE BRANCH CLOSES AT 6PM. NEEDLESS TO SAY I WAS FUMING FROM STANDING IN THE QUE MOVING NOWHERE SLOWLY AT 3PM IN THE AFTERNOON AND HAVING 3 BUSY KIDS THAT ARE BECOMING WRESTLESS FROM STANDING AROUND. PEARL HAS ABSOLUTELY NO SENSE OF CUSTOMER SERVICE OR A DECENT MANNER OF APPROACHING CLIENTS. I AM NOT EVEN AN FNB CLIENT AND IM SO HAPPY TOO, BECAUSE IF THIS IS HOW THE STAFF ARE TREATING PEOPLE THEN DEFINITELY THIS ISNT THE BANK I WOULD WANT TO DEAL WITH.

AFTER WAITING IN THE QUE AND FINALLY REACHING INSIDE I WAIT ANOTHER 15NINUTES AT THE FRONT FOR SOMEONE TO HELP ME, THERE IS A PREGNANT WOMAN ASSISTING AT THE INTERNET KIOSK SECTION AND SHE SEEMS TO NOT BE ABLE TO ASSIST 3 CLIENTS AT THE SAME TIME, SHE HANDS MY FORM TO ANOTHER STAFF MEMBER WHO WAS GONE FOR NEARLY 10 MINUTES AGAIN WITH A FORM THAT NEEDED A STAMP ONLY. FNB WESTAGTE, YOUR CUSTOMER SERVICE IS PATHETIC NOT TO MENTION THE WAITING TIME OUTSIDE STANDING AROUND AND GETTING INSIDE TO WAIT SOME MORE. IT IS CLEAR THAT YOU NEED TO RELOOK AT THE EFFECIENCY OF YOUR STAFF AND MAYBE ALSO THINK OF PUTTING MORE STAFF ON THE FLOOR TO ASSIST CLIENTS. I DO NOT SEE HOW IT IS POSSIBLE FOR CLIENTS TO WAIT AT THE BANK FOR MORE THAN 1 HOUR WITHOUT ASSISTANCE. NOT IN THIS DAY AND AGE WHERE WE ARE DIGITAL AND EFFECIENT

ALSO PLEASE REMOVE PEARL MOMPANE FROM THE FRONT LINE AND PLACE HER AT THE BACK SOMEWHERE, WHERE SHE DOESNT HAVE TO DEAL WITH CLIENTS AND SHOW OFF HER BAD MANNERS AS THIS DOES REFLECT BADLY ON THE BUSINESS!

I DO HOPE THAT YOU WILL READ AND SEE HOW TERRIBLE THE SERVICE IS

A VERY UNHAPPY - NON FNB CLIENT

JILLIAN ADAMS ***