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Update - Standard Bank's response to my 'poor customer service' post

Update - Standard Bank's response to my 'poor customer service' post
Vernon Chalmers - Wed Apr 07, 2010 @ 07:28PM
Comments: 3

After posting the entry - Poor Customer Service - Standard Bank Loxton Road Milnerton - on 1 April 2010, Standard Bank did respond on Tuesday 6 April 2010. Two phone calls (from the branch and a customer service department in Johannesburg) with the same tone - deeply concerned with my issue and their level of service rendered. We had two constructive conversations and I was also given the opportunity to express my prolonged dissatisfaction with their general service levels (and my gratitude for the personal contact).

I realise through this exercise that the monitoring of online Social Media 'conversations' is quite seriously taken by Standard Bank's service delivery departments. On the same day I posted my complaint on this site it was immediately followed up by the Bank's Twitter response handling. Obvious brand aggregation informed them very quickly of a dissatisfied customer's experience and an opportunity for acting accordingly was taken very quickly.

The bank informed me that they're taking my comments seriously and that the branch leadership will discuss matters to improve service delivery standards. Without any doubt I do believe that these actions are sincere, but only time will tell if [any] change will indeed convert to sustained / efficient service delivery performance.

More on Standard Bank in Loxton Road Milnerton Read

Tags: standard bank, loxton road milnerton, poor service, customer care
Comments: 3

Comments

1. Lianne   |   Thu Apr 08, 2010 @ 04:46AM

HI Vernon
I have had countless run ins with Standard Bank espeically when i was overseas and trying to manage my account. Internet banking was a joke as was the whole FICA debacle... I had Fica'd myself 3 times but lo and behold they didnt have record of it, nor did home loans speak to current accounts etc etc...

I've changed my address twice, once at a branch and they still send statements to my old address.

I started this FB group when i was so pissed off - http://www.facebook.com/home.php?#!/group.php?gid=25514742376&ref=ts

I wonder if they have this on their social media radar? They contacted me too through twitter.

Hope you're well!

Lianne

2. Max   |   Thu Apr 08, 2010 @ 06:48AM

Hi Vernon,
I am one of their most frustrated customers. I've raised several queries with them about bank statements - Mafikeng Branch. They just don't care. I am doing some research looking for the CEO's contacts. Thats how I landed on your page. Meanwhile I'm waiting for their usual excuses. Thanks I'm not alone
Max

3. Vernon Chalmers  |  my website   |   Thu Apr 08, 2010 @ 05:06PM

Dear Lianne and Max,

Thank you for taking time to share your frustrating experiences.

It is indeed sad that such a big corporation, with oodles of strategy, staff (talent) and technology, still fail to impress so many of us (time and time again).

I do not think we over expect - it;s the basics that gets dropped time and time again. The leverage of social media should at least be powerful enough for many of us to 'share our collective disappointed voice'

Regards,

Vernon Chalmers

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