Friday 14 October 2011

Zero customer service!!!!!!

Some of our large companies are notorious for poor customer services. I have had a very bad experience with our national bank in the Maldives. It seems that the departments in the bank operate in individual silos with no collaboration and cooperation among them. When you write a mail to the bank regarding an issue which might require joint efforts by various departments to resolve it, a department might respond to you stating that the matter has to be referred to another department. The bank expects customers to understand the complexity involved in its structure and management. The bank is complacent in responding to customer requests, and customers may have to write to them several times regarding the same issue.

I know the majority of us do not trust our national bank. If we, the ordinary people, do not trust it, how can the bank expects business owners and investors to trust it? Customers living abroad find it more difficult to deal with the bank, particularly, issues regarding credit card frauds etc. In a competitive banking industry, I wonder how long a bank with such attitudes could survive?

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