Friday, September 19, 2008
Why Bank Mandiri Should Invest More in Their Customer Service Training Programmes
A while ago my status update was all about how upset I was with BCA, Bank Mandiri, and Citibank. The incidents with the first and the last were too complicated to write here, but the incident in Bank Mandiri should be easy, as I honestly think it was a stupid mistake
Last Saturday, I went to Bank Mandiri PIM 1 to close my dad's saving account. I waited in line for a while, and then I was called to go to one of the counters. The CSO was a young lady, she looked nice, as all CSO should be
Here's how the conversation went:
Young Lady (YL) : morning, how may I help you?
Me (D) : Yes, I'm here to close my late father's bank account
YL : Ah yes, you will need several documents
D : Yes, what will those be? (I've been to BCA the day before so I kinda know what the majority
of the docs will be, I just want to check whether Mandiri has different regulation)
YL : You will need a copy of death certificate,family certificate (is that english for kartu keluarga?), and also copy of the heirs and heiress' ID
D: will you need me to bring a statement from notary stating who the rightful heirs/heiress are?
YL : ah yes you will need that too
D: and will I need to sign any special form from Bank Mandiri?
YL: oh yes, you will need to do that, we do have a special form that you need to sign
D: (starting to think the CSO is unreliable), OK.. Then can I have the forms please?
YL: I'm sorry ma'am..
D: (thinking she must've ran out of copies of the form)
YL: .. But this is my first day here and I don't know where they usually put the forms.
I so didn't see that coming. I was shocked she gave that answer! I mean, can't she ask somebody? Her superior maybe??? Her other CSO friend whose desk was just beside her? Or maybe the security guard who looked like he knew where all sorts of documents were?? Nooo.. She just went the easy way, telling me she didn't know where the form was as it was her first day..
The regular me would turn all cynical and b*tchy, but.. since I was fasting, and I remembered Bayu told me not to get irritated so easily, plus I don't think it would've made any difference if I complained-as the CSO looked quite hopeless to me, so I let it go. I just smiled and said
D: Oh.. So you don't know where they put the documents.. (Not even continued with a cynical, " can't you ask someone else?)
YL: well, maybe you can go to our branch at PIM 2, they might have better information on how to a close the account of a deceased customer
I admire that CSO.. Not only did she gave me such a lame excuse at first, but she also told me to to another branch to get better information. I thought the training for CSO is supposed to be standardized accross branches!
After she said that, I gave another smile, and then I left, not even bothered to ask anymore questions as I believe it would've risked my emotional conditions.
If you're reading this, and you are a part of Bank Mandiri, or a part of the company that conducts trainings for their CSO, or you know somebody in Bank Mandiri or their training partner.. Please pass over my suggestions.. Please do train Bank Mandiri CS officers better. Invest more in their training programmes.. They need it, trust me.
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Last Saturday, I went to Bank Mandiri PIM 1 to close my dad's saving account. I waited in line for a while, and then I was called to go to one of the counters. The CSO was a young lady, she looked nice, as all CSO should be
Here's how the conversation went:
Young Lady (YL) : morning, how may I help you?
Me (D) : Yes, I'm here to close my late father's bank account
YL : Ah yes, you will need several documents
D : Yes, what will those be? (I've been to BCA the day before so I kinda know what the majority
of the docs will be, I just want to check whether Mandiri has different regulation)
YL : You will need a copy of death certificate,family certificate (is that english for kartu keluarga?), and also copy of the heirs and heiress' ID
D: will you need me to bring a statement from notary stating who the rightful heirs/heiress are?
YL : ah yes you will need that too
D: and will I need to sign any special form from Bank Mandiri?
YL: oh yes, you will need to do that, we do have a special form that you need to sign
D: (starting to think the CSO is unreliable), OK.. Then can I have the forms please?
YL: I'm sorry ma'am..
D: (thinking she must've ran out of copies of the form)
YL: .. But this is my first day here and I don't know where they usually put the forms.
I so didn't see that coming. I was shocked she gave that answer! I mean, can't she ask somebody? Her superior maybe??? Her other CSO friend whose desk was just beside her? Or maybe the security guard who looked like he knew where all sorts of documents were?? Nooo.. She just went the easy way, telling me she didn't know where the form was as it was her first day..
The regular me would turn all cynical and b*tchy, but.. since I was fasting, and I remembered Bayu told me not to get irritated so easily, plus I don't think it would've made any difference if I complained-as the CSO looked quite hopeless to me, so I let it go. I just smiled and said
D: Oh.. So you don't know where they put the documents.. (Not even continued with a cynical, " can't you ask someone else?)
YL: well, maybe you can go to our branch at PIM 2, they might have better information on how to a close the account of a deceased customer
I admire that CSO.. Not only did she gave me such a lame excuse at first, but she also told me to to another branch to get better information. I thought the training for CSO is supposed to be standardized accross branches!
After she said that, I gave another smile, and then I left, not even bothered to ask anymore questions as I believe it would've risked my emotional conditions.
If you're reading this, and you are a part of Bank Mandiri, or a part of the company that conducts trainings for their CSO, or you know somebody in Bank Mandiri or their training partner.. Please pass over my suggestions.. Please do train Bank Mandiri CS officers better. Invest more in their training programmes.. They need it, trust me.
Sent from my BlackBerry®
Powered by INDOSAT
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