Customer Service at its best!
Saturday morning 10:45am, I reached my bank (PNB) to collect my renewed Debit Card. Which I had applied couple of weeks back and because of very hectic schedule was not able to collect it, but finally I managed it this weekend.
The lady at the counter gave me a sealed envelope; when I looked at my Debit Card I noticed that my name was missing on the card (not printed). I immediately turned back on the same lady enquiring for this miss-out by the bank.Sir, these cards come from our head office we are not manufacturing it over here, She said!I was shocked to hear such a reply; I gave her back asking, who is more sensible person to help me out on this issue…
She directed me towards one old man, stating that he is the concerned manager. Mr. Manager was on phone and without even listening to me he pointed out a finger towards another table. At that table, was one very interesting lady who was speaking very loudly to every customer in her mixed Punjabi, Hindi & English.I explained the problem that my name does not appear on this Debit Card.Sir, we do not print names on any debit cards, she said. But, as per my knowledge there was an option on the card asking me to fill the name in block letters as I want it on the card to appear, I said.
She gave me the funniest reply ever I could have expected…
Come on sir jee don’t try to teach me, and there are so many things just written on the forms, should we look into each and everything kya, she said… And she directed me back to the first lady again; I realized that I can’t be pushed from one table to another this way as I was in no mood to play office-office…
I finally asked the way to the manager’s cabin, immediately I was directed towards the manger’s room by a peon standing by and seeing this whole drama. Mr. Manager was another piece (one of its own kinds).Yes sir, what I can do for you, he said in a typical South Indian accent. I explained him the problem of no name on the Debit Card.
But, sir why do you want the name on the card, without the name also card is working no!
I use this card extensively to book online movie tickets and over there we need to enter the name printed on the card or else it declines. I said!
Oh! (Looking at his colleague sitting beside him, he said) Why these people (websites guys) ask for name for online booking, I will take this issue up with the head quarters, you don’t worry sir soon they will stop asking you for the names while online ticket booking, he said! (Solution to my problem was one of its own kinds, as I already mentioned it before)
I was like “god”, why only me between such intelligent people?
Without a second thought I just ran out of that place. Otherwise, these guys would have mentally raped me early on a Saturday morning.
he he:D nice experience
ReplyDeleteHahahahah :) To the numerous time we are in face to face with the dismal state of customer service across products/services in India!
ReplyDeleteBut, this one should make it for the Open - Ed page or something.
chandan
Nice one.... i faced almost similar type of problem at Indian Overseas Bank...
ReplyDeleteLOL @ indian govt. banks..
Thats the state of affairs that happens in most government run or government supported environments.. Just pointing fingers at one another and dont own the responsibility...
ReplyDeleteGood that you voiced it out. Many of them just leave by at the first instance...
Good that u shared the incident but dont you think you should have raised voice there as here there is no solution to it, but the problem is even raising voice there makes no diffrence except wasting our energy, anyways its an incident which is not happening only there but everywhere and most importantly NOT ONLY BY THEM but by ALL OF US...........
ReplyDeleteAnd that's the reason why private banks flourish... These govt noobs are given jobs based on their performance in some outdated written test, testing one's current affairs and bank laws skills. Guess they should add "Common sense" as one of the testing areas... noob loosers!
ReplyDeleteHAHAHAH! Very sad, but true...it is a pity to see and hear of such things happening and educated people behaving the way they do.
ReplyDeleteI wonder if they even realized that they were actually cutting a sorry figure...maybe they love to live blissfully ignorant!
Hope you have better weekends! :)
:P hahaha Good One :)
ReplyDeleteROFL! I feel the final solution suggested by the ever-so-intelligent and helpful manager takes the cake. What an experience! It was intelligent of you to run out of the place
ReplyDeleteThis is sad but true....we normally face such situations in Nationalized banks. These banks are losing business, still they dont realize the value of a customer. I wonder if we can give a thought and look out for changing their attitude.
ReplyDeleteHey Saurabh this reminds me that the other day i wanted to open a bank account for my club and was giving my name for it and to my surprise there was a column in the form asking me about my class SC ST etc etc i was like how does it matter..... still feeel sorrry that the Govt. of India is not entered 21st Century....... so be prepared of many such incidents happening infact you shd even put up the post office stamps issue... and Ranbeer"I wonder if we can give a thought and look out for changing their attitude." if at all you ever get serious in this let me also know. i would love tobe a part of it.
ReplyDeleteI too had a similar experience wherein concerned employees were angry that i approached the manager. Idealism is good, but it doesnot work. Practicality works. So ur approach was right, you will only be wasting time (ifever u hav)in trying to make these people work or understand. Thinking that one fine day after my retirement, when i hav lots of time, i will keep going around raising voice or making them do the work.
ReplyDeleteLol! They are right Saurabh! Why do you need a name? These internet guys are stupid ... asking for your name! :P
ReplyDeleteCan I have your card please...since its working even without your name on it...lol!
ReplyDeleteOn a serious note, after reading this post I pinged Saurabh to ask if this really happened. The managers interaction with Saurabh is something I cannot believe! Still recovering...
sad but true, thats how all the nationalized banks work .....
ReplyDeleteThe debate is not amidst Private and Govt. sector. It's fairly simple; the punishment/penalty to such mistakes is a key differentiator. Trust me, if the punishment defined was stricter or in equality with that of private sector institutions, you wouldn't have got this treatment.
ReplyDeleteWould you dare to spit on the roads if you are in a western country? A "BIG NO" because you know that your butt will turn red if you even think of breaking the laws/rules out there.
Remember, once in Delhi/NCR challans were increased from 100 INR to 600 INR, even the ones driving elite cars, ensured that they follow traffic rules piously.
That's it!
dt is a gr8 xperince one can get....!!!!
ReplyDeleteMahatma Gandhi once said, "If you do not serve the customer, someone else will."
ReplyDeleteJust walk away from such a 12th century bank.
Get into something hi-tec.
too good!! i thought i am the only one :)
ReplyDeleteSadly, this happens all the time.
ReplyDelete