FNB Cape Gate Branch manager needs a attitude change/Compliment for Belinda Khupe

I visited the FNB branch in the Cape Gate mall on Sunday, 29 April 2018. I had an enquiry about a debit order and while sitting in the branch, the branch manager of Cape Gate FNB (a elderly lady with shoulder length blondish hair) came to ask if she can help me.When I explained what my query was, her body language and attitude completely changed to unfriendly and she said she is not sure if the consultants are going to be able to help me,as the call centre is closed on a Sunday and there are limited services available.I wasnt happy with the tone of her voice,but left it.The branch manager then proceeded to back office door.After a while she came out carrying a cup of coffee and walked past us to her glass office.Keep in mind that I was ticket no 39 and there were customers standing at the door by the ticket machine with no FNB staff to assist them.We used the ticket numbering machine ourself when entering the branch.This shoulf not happen, but when the branch manager rather go to make coffee rather than helping customers it speaks volumes!After 18 minutes of waiting (only 2 consultants were at their desk assisting customers).This is when my horrific experience with the branch manager changed, not due to her, but due to a consultant in her branch who actually knows how to work with customers and communicate in an effective way,The consultant, Belinda Khupe was friendly, professional and took the time to effectively listen to my query.Without giving me excuses, she took my fingerprints, and processed the debit order query.She even offered to activate sms notification for me without me having to ask.After signing all the docs, she gave me the branches operating hours and said I must have a great rest of my day.This consultant provided me with the best customer service that Ive ever received from FNB.The Cape Gate branch manager can learn alot about customer service from this brilliant consultant.Effective listening, an positive attitude and remembering that clients that pays for a service, deserves and should always get, excellent service.

Thank you Belinda Khupe from FNB Cape Gate. We need more FNB staff like yourself. You deserve the branch managers position as you provided me with a high quality service unlike your branch manager!