Disappointed by service received from staff member

Good day standard bank insurance complaints department.

Kindly take time to listen to the way your consultants speak to your clients.

This morning I called in to register a geyser claim and the consultant by the name of Thabiso assisted me and for my very first claim ever he gave me a reason to want to cancel my policy.

A mere geyser claim and the interaction was so poor ,I felt disrespected and he told me not to be rude with him and out of frustration I raised my voice but I was never rude.

He first told me to hold because his system was slow,and I told him that I was calling from a cellphone,do you think he cared,NO.......

He started asking me random questions but not accessing my policy and when he did he accessed a wrong property, this was not my job to ask him which property he accessed ,he didn't bother at all until I took over the counteronversation and fed him the information.

How do you speak to clients without verify their information?

I corrected him by giving him the correct loss address which he never would have asked for.

Thabiso got into an argument with me over an excess and reffered me to the policy wording ,Is that how standard bank trained their staff?

The plumber gave me the information which your consultant Thabiso could not answer.....

I have my policy wording and the geyser excess is noted as R750 however I wanted to know about geyser components as I advised him that it's possibly just a geyser element as the geyser is not heating and he still emphasised that the geyser excess is R750 but couldn't answer me about components whether there's an excess or not.

Please train Thabiso on telephone s****s and Treating clients because clearly he is not aware.

Im really saddest by the way my very first claim was handled. Please listed to the call and offer him coaching,I wouldn't want him to lose his job over his own laziness and stupidity.i probably won't be the first client to complain about him if that's how he treats all his clients.

On the lighter note, The plumbing company was excellent,Thank you for the great service from them.

Thabiso could learn a thing or two from them.

Regards

Mrs Peega

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