Still not convinced of service delivery standards at Standard Bank Milnerton
Maybe my service delivery expectation is still too high when visiting the Standard Bank Milnerton (Loxton Road) branch. I once again made my dreaded monthly visit to Standard Bank Milnerton. Again – as on so many other [close to] end-of- month occasions I have found only four of the possible five tellers operational. And this at 12:00 on a Friday afternoon (with app 8 people queued behind me).
On my arrival just before 12:00 all the tellers were functional. At approximately 12:00 one of them “disappeared”. I stood marking time in third place from the front of the queue for app. 10 minutes before calling a customer service representative - neatly dressed in her bright yellow Bafana attire. I assume that this part of a bank branch not to be their responsibility – as she made no effort in 10 minutes to observe / action / enquire anybody in front / at the back of the armored glass.
She informed me the reason for one teller not being there is because it is 'lunch time' and on the average this is how Standard Bank calculates the occupancy rate of the teller / service area. How is it possible that on month end Standard Bank delivers service without any contingency for a possible surge in client numbers?
How is it possible that this ‘average calculation’ is deployed on month end days / Fridays and lunch times when many clients frequent the bank?
During this 10 minutes I noticed one client being assisted with a high amount of change, at the next teller a gentleman waiting in vein for the teller to return, the next booth was empty and right at the end two people being assisted from even before I arrived. Right at the back [office] was somebody (assuming a supervisor) with not a hint or a peep to observe service - all this making for an extremely static and poor service delivery environment. It is sad really to see time and again no real urgency or service enthusiasm from anybody - except of course the representative in her yellow Bafana top - only communicating to the wandering individuals coming through the main entrance - maybe she could be trained to fulfill a teller vacancy during certain lunch times.
I am not convinced that Standard Bank Milnerton is following an effective and / or efficient service delivery model. My expectations may be too high, but there is still a lot the branch leadership can do to speed up basic banking service.
After banking at this branch for 20 years I promised myself that from today I will not bother to visit this branch ever in the future - I will rather drive the additional 10 minutes to the Century City branch where I have had quite good service in 2009.
So today marks the end of my walk-in relationship with Standard Bank Milnerton. Rest assure Standard Bank that I will never write / comment on the Milnerton branch again. It will sadly be remembered for its deterioration of service delivery / service delivery culture over the last couple of years.
I am of opinion that the current branch / regional management is not in a position to ever increase the service delivery / vibe at this branch. On most occasions the last couple years I observed a morgue-like coldness in the faces of too many front-line customer representatives.
More in-site information of Standard Bank Milnerton written by Vernon Chalmers
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