I have been on the phone for almost 20min with FNB trying to find out if my contract was approved. I applied online last Thursday and had to call in twice and hold for 20min each just to get an outcome. The last agent I spoke to was Quinton Swartz. I too work in a call centre so it is noisy. After asking him to repeat a specific set of instructions he started to get irritable and was shouting over the phone. What would happen in a case where someone who is a bit hard of hearing? I guess that person would be shouted at too. I was literally transferred 6 times on each call I made and I received service from most of the agents who helped. To top it off I still had to confirm my details each time I was transferred. This is pathetic service. I spoke to the manager, Lindie who just assured they would investigate. I know from experience that the follow up hardly ever happens. This experience leaves me wanting to change banks even if I am staff and get special rates. Service beats rates anytime! Make sure your agents have etiquette and manners and that your processes are more customer friendly.
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