THE MYTH OF CUSTOMER SERVICE

Consultant to 10-15mins to answer my questions. She kept providing the TAT for resolving the request, however, not once did I ask for the TAT. I wanted to know exactly where my request is at and is anything being done. She took a lifetime to answer my question by advising that there is a high volume of withdrawal requests. She then immediately ended the chat. My query was regarding a reversal of a withdrawal. These are two different processes and I don't think there are as many reversals as there are withdrawals. All in all, she cant answer swiftly. She sidesteps questions and lastly avoids giving me a response that I'm satisfied with. It sounds like she is covering up the truth. The truth is that we are given a TAT which are sometimes allocated for the wrong reasons. One can be that my request hasn't been touched as yet. Tomorrow morning at 08:00 will be hour 38, if I'm correct. I'll probably see the reversal completed by 09:00. Reason is that someone will finally attend to it probably because the query went from green to red on their query system. Quickly resolving it before the team leaders gets notified. This is weak service. You're not being client centric. This is being stats driven and forgetting that there is someone that is actually waiting and maybe also depending on HWB to have that in mind resolve these types of queries asap. They know it can be done sooner but the question is do they want to do it sooner. They dont have to. Why? Because the query only goes into red after 48 hrs. Not once thinking that someone is relying on them and needs the money now being owed by HWB. Dont see us as a number or a stat. We're humans. Please treat us as such.