As a Customer Service Executive, I can honestly say, that this is the first time that I have been moved to log a Hello Peter (because I know how it feels to receive one in my business) IN the last month - I have had to go to the Collections Point, at FNB / Century City and every time I have gone there, the service has been shocking.
I have had to wait an average of 45 minutes in a queue (usually only approx 3 people in front of me.). The people behind the till are half asleep - getting up and down and dawdling on their way. There seems to be no passion or pride in their business or role.
THe FNB brand has become so incredible through the marketing - its a pity that when you walk into the branches, you are back in a time warp, where slow service is acceptable.
And while I am at it, I have to say that I dont think much of the private bankers either - their service is also poor! IF they answer you back, its generally one word answers. No airs and graces... nothing. You would think that they would go their extra mile to appease their customers.
I really hope that the human service - starts matching up to the online/social media service that the brand has projected.
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