ATT: Dion Brown - Nedbank Executive Services - Tokozani Zindela

I have been a small business client of Nedbank for 10 years and every time something goes wrong I normally have to get it resolved with Nedbank Executive Services because practically EVERY experience I've had with Nedbank has been just horrifying when it comes to customer service.

Today, after 10 years, I had the FIRST most awesome customer service experience with Tokozani Zindela and felt I had to contact Dion Brown from Nedbank Executive Services who knows me so well that the minute I mention my name he remembers exactly who I am from all the bad experiences to date and I just had to tell him about this wonderful experience.... this is the email I sent to him:

"Can you believe it!!!....this is a COMPLIMENT for a change…for the FIRST time in TEN years of being a Nedbank client – normally whenever I contact you it’s to complain about something or other.

I tried to do an instant payment on my business cheque account and it wasn’t reflecting on my bank statement and the recipient said they had not received the payment so I called the call centre and had the absolute pleasure of speaking to Tokozani Zindela who was so professional, patient and polite and who treated me as if I was Donald Trump with a bank balance of R5bn – she really made me feel like a truly valued Nedbank client.

I phoned in at 13:08pm and was transferred to her at 13:11pm today – please can you ask your IT guys to extract a copy of the telephone recording and just listen to it – you’ll be TRULY amazed that Nedbank actually has such a GEM who they’re hiding in a call centre somewhere!!!....that’s crazy!

I would like to make a recommendation that Tokozani Zindela be sent to every branch throughout South Africa….starting obviously with my branch at Greenstone, Edenvale to do Customer Service training and coaching with the staff at each individual branch. If this is not possible, please promote her into a managerial position where she can make a difference with clients like me, as she did today. If that’s not possible, please give her a HUGE pay increase because she most certainly has earned and deserves it!

Nedbank really NEEDS to let awesome people like Tokozani Zindela shine brightly by allowing her to use her s****s, knowledge and professionalism in the right places within Nedbank – she’s been with Nedbank for 8 years and shouldn’t be tucked away in a call centre but should instead be Nedbank’s Customer Service Ambassador……AND surely she should have been promoted by now to “MVE”….MOST VALUED EMPLOYEE!

I trust you’ll listen to the telephone recording of my conversation with Tokozani Zindela and will do what needs to be done to show and give her the recognition this outstanding employee has earned and deserves and that Nedbank has the absolute HONOUR of employing."