I was at the Nedbank (Sanlam Branch, Cape Town) today to assist my wife in closing her account. My wife had previously been attended to by Megan Bestman at the Enquiries counter. The assistance was professional and out of the norm with respect to service experiences normally encountered at Nedbank branches.
An elderly client presented her card to the young Teller for a query. The client was not aware that the card had expired. She was promptly and rudely told that "the card has expired, go to Enquiries". All this was communicated in a tone of loud impatience and a hint of superiority. Secondly, the gentle old lady did not say a word but quietly walked over to the Enquiries counter. This lady was in age group that would have qualified her to be his grand-mother. So much for "make things happen". I asked the Teller, Bertram Heugh, for his name, which he very gleefully provided to me. I shared this experience with your Team Leader ("Branch Manager") soon after in a five minute meeting
This incident re-assured me that I had helped my wife make the correct decision in closing her dealings with Nedbank, after 30 odd years as a client of your bank.
0 comments