Customer Centricity Experience

On 18 November I went FNB Sunward park branch because I had challenges with my FNB credit card. My purchases were not going through the previous night. Next morning I called card Division but I was holding on until my air time finished. Thus the reason of me going to the branch.

Even in the branch, the calls were taking forever to be picked up, adding to my frustrations. Then I signalled a young man by the name of Andrew Senda. I explained to him what has been happening and he immediately took charge. He kept coming back to me while attending to other clients. We struggled to get someone from card to pick up the. I was in the branch for about 2 hours, though frustrated I could see the effort this young man was putting into resolving my problem. This is what kept me calm all the time. Eventually he got through to someone using other numbers and the matter was resolved and was told that I will be able to use my card within 24 hours.

This young man was amazing. He listened politely and made no excuses for lack of customer centricity from the other division but was determined to help a frustrated client. Kudos to you Andrew. That's the way to go.

Yes a past bank cluent, I understand things can sometimes go wrong BUT it's how do you recover from the mess and how quickly do you recover to ensure clients are not kept in a frustrated state longer than necessary.

Thanks again Andrew! You are an asset to FNB.