1) Your whole Customer Care response system is dismal - the correct process should be an SLA between FNB customer and the call center instead of relying on the CYA attitude of branch people for feedback, when and if it occurs. The Call Center should track and escalate calls until resolution is required - not abandon responsibility as is done currently - basic customer care/Service Quality model.
2) Despite my misgivings, I included FNB among a number of selected institutions to get involved in an ec-commerce system that is going to eclipse the rest including eCompare, BidorBuy etc. Unable to find a contact detail for the marketing department, I sent it via the web page.
What was 'mickey Mouse's response? " Sorry we don't have that service available but will introduce it next year"???
I guess that is what you get when you hide the whole upper echelon so that normal business queries cannot get through the Mickey Mouse factor. It's dismal, FNB! Disney Land is just waiting to help someone!
0 comments