Customer Service Fail

Today I accompanied someone to do a query on one of Standard Bank's products, because I was considering one for myself and wanted to see what the in-branch service was like.

We visited The Standard Bank in Sandton City. They only have 2 service consultants for any walk-in queries, never mind the collections/servicing queue which also only had 2 consultants available. We sat with at least 10 other people, waiting, and in 45 minutes, no one had moved. Not 1 new client had been called to be assisted. An elderly lady who had arrived before us had been waiting for over 50 minutes.

It is ridiculous that a bank only has 4 consultants providing assistance to walk-in customers, ESPECIALLY just after payday and at this time of the year. They also do not have a collections desk, so a gentleman who had been waiting in the other queue for about an hour, for the second day in a row, just to collect a card, called the branch manager. When we asked him how the fact that we have to just sit and wait, with no indication of us actually moving, he only rep**** with "this is the capacity that I have, I can't so anything else". No offer to help anyone, nothing. It was really just demotivating as an attitude from someone in a senior position.

The fact of the matter is, other banks have at LEAST 10 consultants at a time, ready to help. So why does a reputable business like Standard Bank provide such poor service, especially in one of the busiest and potentially most lucrative of locations in the city?

Not impressed Standard Bank. I won't be recommending your branch any time soon.