Terrible experience turned into a good service.

Hi Goodday

FNB Branch Ladysmith (Murchison) On Tuesday 19 September 2023, this branch had a "slow system" which resulted to having a waiting period of more than 2 hours. I arrived around 11am - sat in and waited my turn. Until it reached a point where I had to go fetch my child from school. I later returned to the bank, only to be told that my ticket number has been called. And now I had to start the que again. It was at that point where I lost my marbles. I was not prepared to wait for another 2 hours because I had already spent so much time waiting. I asked if they would not let me jump the que because I still had my ticket as proof. They refused, and told me there's nothing they could do.

I became very irate! I asked to speak to the Manager Mr B Zwane and I was told he is not around. The time was now 13h16. And that meant I would only be attended to after 15h00. Keep in mind that I arrived at the bank around 11h00. There was no way I would spend half my day there.

A lady by the name of Thembi Mtolo. Tried her best to assist me. She displayed willingness and professionalism. She was very calm and understanding. And in turn that made me calm down aswell. This lady provided me with such an incredible service- whilst showing a sense of urgency. She ended up having to call Philani Ngobese who is a consultant, with (Digital banking). This gentleman was very efficient and solved my issue in less than 15 minutes. He had amazing customer service skills. This was client centric.

Big Ups to these 2 employees. My frown turned into a smile. They gave me a stellar service!🙂 Organizations need more people like them.

Kind Regards Lerato