Province d - The Service Mag

TIME IS MONEY THEY SAY!
LET’S SAVE IT.
“I went to FINA Bank Remera recently to
send some money through Moneygram.
After sitting in a long line for about half
an hour, I finally got to the teller who then
told me the Moneygram transactions were
done at the Customer Care desk. I had
lined at this particular counter because
the Moneygram rates were displayed
there. I then went to the Customer Service
desk and received the forms and handed
the guy the money in the understanding
that the transaction would be completed
there. I was wrong, he told me to take
the form I had filled and go back to the
counters and pay the money to them.
There were only two tellers and the
lines had multiplied by now. I asked the
Customer Service Manager why they
did not open up another counter since
there were too many customers and all
he could do was bring more chairs for
the waiting customers. I had to join one
of the lines and wait another hour before
I could reach the teller again. A simple
transaction had taken me more than two
hours and I was unhappy that the bank
was not giving us the information we
needed to save time but also they did not
care to respond to the particular situation
in the bank – that morning they needed to
open up all their counters and work faster
but who cares in Rwandan banks? “
Nkurunziza
“My general experience with all banks
in Rwanda is that we have very few
tellers which subjects customers to
unnecessarily long waits in slow moving
queues. Surprisingly, there are counters
for more tellers but one will usually find
only two operational out of the six or so.
One of my worst experiences was when
I had to deposit a huge sum of money at
BCR after work. I had not been there for
a while because my employees usually
withdraw and deposit and I use the ATM.
To my surprise, when I tried to enter the
paradise banking I was stopped by the
security guy who told me I had to talk to
him first if I wanted to access the bank.
Since when do I have to talk to security
before entering the bank? I wondered!
He went on to say that it was like going
44 | The SERVICEMAG October - December 2011
SOME HIGHLIGHTS OF THE
RESPONSES:
1. Be polite and give timely communication
– Talk to clients – Tell
them what they need to do to
save their time and money.
2. Give clients fast delivery of service
– “Get off that phone, count
that money and clear that queue!
If you value our money, value the
time we spend in the queues as
well.”
3. Efficient services – more tellers
and functional ATM machines
4. Information – you are offering
a service not acting a suspense
movie, let us know all we need to
know to make our banking experience
worth out time and money.
5. Treat all clients with respect.
6. Employees should understand
that we pay their salaries
to someone’s home and being asked to
identify yourself before being invited in.
Since when does my visit to the bank have
to be monitored by a security guy who
knows nothing about politeness? He went
on to ask me what I needed from the bank
and I told him I needed many things and
did not need to explain to him. He denied
me entrance and I had to leave.”
“What does a bank or any other client
oriented institution call “Customer
Care”?
Service providers need to consider caring
for customers by way of providing parking,
access to services and good customer
service.”
Name Withheld
EXHORBITANT BANK TRANSFER AT BK.
The fees on transfers are outrageous. It
seems like every bank does what it wants
to do. You should communicate to your
customers on the fees of transfers.
Mark Larsen
mark@vegout.com
KCB TRAIN YOUR EMPLOYEES
KCB should train their
employees to understand
the importance of
customers. After all it
is our money that they
use to make their own
money.
musa067@yahoo.com
TSM