An example of a bad customer service

So, I applied for a new bank account and after asking around I decided to go with bank X and went to Citymall because I know they stay open till 10 PM.

So, few days later they called me to pick up my ATM card, I went to pick up my card.

Me: Hello, i came to pick up my ATM card.

Banker: your ID please.

Me: here you go and i would also check on my online  access.

Banker: here is a form for online access. (he was multitasking)

Me: I think I have already filled this form, but I’m not sure.

Banker: No, problem go ahead and fill it up. (not listening to my remark)

Me: OK, can I borrow a pen, and I filled it up and left.

Ofcourse I had to use my lunch break to go to the bank and took a taxi to do so.

Going back to work with a taxi I get a phone call.

Banker: Mr. Khaled, you already filed for online access and it is ready for you to pickup!

Me: Allah yehdeek I told you so, there is no way for me to go back now, gotta head to work.

Banker: make sure you pick it up this week because it has been here for a week almost!

After a couple of days I went back to the bank at Citymall branch.

offices were empty so I went to the only occupied one which was the branch manager.

Me: I came to pick up my online access please.

Manager: your ID please?

Me: here you go. You know, I came few days ago to pickup my ATM card and asked about my online access but I was told to file a new form although I was quiet sure that I already done so, and I filed a new one but then later on while I was on way to work I was told it is ready for me.

Manager: What? no there is a miscommunication, you didn’t understand what he was telling you!!!

Me: Can i have my ID back? salam.

OK, at first the baker did a bad job listening to my needs.

Second, the manager instead of apologizing and offering a better services in the future he try to blame the customer!

That is one bad customer service from all sides.

The Banker should have stopped doing what he is doing the minute I sat down and gave me full attention to listen to my needs and understand what I’m looking for.

The Manager should have apologized and not blame me for their mistake, even if I had a bad day, he should have turned this situation around with a smile and a sincere apology and a promise to do a better service in the future.