Bank's Good Customer Service!!

Ah Bi went to the Hong Hong Bank Branch at Seri Kembangan area yesterday to pay her insurance premium due to her standing instruction was declined (due to her credit card was cancelled by Pong Pong Bank with to an irrational reason!).

Ah Bi happily drove to the Branch and parked her car steadily. This was her first time visiting Hong Hong Bank. She expected this simple transaction should be settled fast. Her first impression when stepped into the Branch was, wah!! not enough lighting! and though there are about 4 desks and few staffs (she assumed those are the customer service officers) there but they were not friendly and showing the 'tidak apa' attitude as she was looking for some help. Of course she have to open her mouth finally and asked one of the staffs how she can proceed with her payment.

The staff simply answered her question and said 'You just go in la.. go in there la...' , Ah Bi was like???? puzzled a while? go where? any special counter for the transaction or need to take any number??? She asked further and the staff just said ' Ya, take number and wait la...'. OK!!! Ah Bi followed the instruction and quickly ran to the queue system machine to press for a number lor.. Ah Bi thought she will not wait long as there were not many customers waiting at the waiting area.

She got her lucky number 1143 and the number displaying on the electronic board was 1123 at that moment, that means she needs to wait for about 20 persons before her turn. As Ah Bi was working in the Pong Pong Bank before, 20 persons should take around 15 to 20 minutes with few counters opened. Ah Bi decided to wait patiently and doing nothing (because nothing to do...). Ah Bi started to observe the counter service in that branch. There are 4 counters but only 3 are occupied and 2 are operating! The 2 cashiers who were operating the counters were working as slow as the snails. Wow! how come until today these people still never changed to work faster and more efficient! They are wasting customers' time!

Besides their snail slow operations, they do not have proper signage to guide customers for special transactions eg. cheque book collection, foreign worker transactions (or maybe is some money transfer transactions), etc. Ah Bi saw some foreign workers who were started waiting before Ah Bi and later they found out they had taken a different/wrong queue of numbers when they thought it was their turns. That means they had to take their numbers again and keep waiting!! Though they are foreign workers, they deserved respects and proper guidance in doing their transactions! Furthermore there all only 2 counters serving for all kinds of transactions! What is the purpose of having another queue of tickets! To be fair, it should be done via first come first serve basis!

After all, it took Ah Bi an hour sharp to wait for her turn (it was also due to most of the numbers called in between had gone). At this new age, it was such a disappointment on their customer service, and Ah Bi think she won't bank with this bank in future.