Star Diary
CUSTOMER SERVICE: FAIL!
A few weeks back, I went to the Dhanmondi (Rd 2) branch of one of the most reputed international banks. As it was quite early in the morning, there were very few customers and most of them were at the transaction centre. We had some work in the customer service department and as usual, we took a coupon and waited for our turn. But to our surprise, there was only one customer there and only one of the staff members was attending to him. The other staff were not doing any work, but rather, they were chatting with each other and laughing. After some time, one of them got up from her place and then started walking around and enquiring about household affairs of another staff, while the other one got up and left, without even caring about the people waiting for them! We waited for a few more minutes and then my father got up to ask the reason as to why they were neglecting their duties and making their clients wait when they were not doing anything else other than chatting and whiling away their time. He threatened to complain to their senior officials. On top of that, it was 11 in the morning, but the branch manager had not come in yet! Just as my father started to complain, the staff members got back to their desk and asked us to line up again. These people, who are supposed to provide customer service, are, in one way, harassing the people and testing their patience. Why do we really need to shout and point out to these people, who are quite well educated, in order to get the service we deserve? What really is the use of the education and manners when they are not sincere about their job and don't feel the need to fulfill their duties properly?
Arshi Siddiqui
Dhanmondi, Dhaka
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