Chase bank have an awesome standard of customer service... they have really short queues... customers get to be attended to one on one.
Believe it or not - an ATM card/Debit card takes 15 minutes after request to be processed.
This for me I found to be a good example of a process centered around people... not the other way around as is often the case with many banks and institutions in our country
 |
| no queues in Chase Bank |
 |
| One on one customer service |
Well if Chase is my new bank there has to be an EX somewhere.
Fortunately my Ex Bank unlike one of my other previous EX bank Barclays does not accumulate charges on accounts... with my Ex Bank you can stop banking with them and still keep the account without charges... you never know if you need it on some rainy day. This is not what it sounds like - I don't play banks... I am just not good at staying in bad relationships especially banking relationships
So my Ex bank and I broke up but I didn't close the account... here is the story
A TALE OF TWO BRANCHES
My Ex bank like other Kenyan banks have migrated to the EMV chip cards. Well with my Ex bank the migration seems to be giving them a headache so my old debit card expired and they suggested I might be better off just getting the new EMV instead of a replacement.
It took four months for my new card to come through... many payment services I had linked to the card were closed.
I survived because the Kenyatta Branch of this bank had some really good tellers who encouraged me that my card would be out soon... took time to chat to customers... strangely enough they never had long queues despite the number of customers.
Finally they even helped me re-apply for a card... after their re-application. It took exactly two weeks for me to get my EMV chip card.
My conclusion was that my branch in CBD had lost or my first application.
WHY I LEFT
Anyway... you are probably wondering why I left after surviving four months and finally getting my card.
The card didn't work and when I asked my friendly branch... they were helpless... they said I would have to go to my branch.
BAD BRANCH
So here a couple of clips of my branch. We were in a queue of almost 20 people (see the mirror reflection) there was one teller and there was a member of staff catching up with a friend for almost an hour and two other members of staff who initially said they weren't assigned to the teller desk when I asked them to help out
 |
| Staff chatting with a friend for almost an hour as we wait |
 |
| About 20 people queuing at my EX bank |
No comments:
Post a Comment