Like in most establishments, I end up asking the security guard present on what to do. While I'm sure some may know the process, it's not part of their job description to teach the customer what to do, where to line, and whatnot.
I had to pay for a Deal Grocer coupon I purchased the day before, and didn't want to see it forfeited, so I opted to head over to the most convenient branch of BDO.
The line in that particular BDO branch inside the mall was horrifying. There must have been around 15 people in line. (And since it was a bank, I wasn't allowed to take a photo of it.) I was struggling with the choice between having to line up, or figuring out a way around it.
After having the guards tell me what to do and what forms I should have filled rather than the one I already finished, I wearily asked if I could ask one of the four representatives seated around the bank. They didn't look so tied up, so I approached one of them.
I told her about my Deal Grocer coupons and asked how to go about it. She looked at them, nodded and said she'll be able to accept the payment--meaning, I didn't need to line up anymore! I was finished with my transaction in less than 10 minutes.
Their customer service is a classic example of the different ways of looking at a situation. They readily offered me assistance, but only when I asked and was desperate enough to look for a way out of the crazy line. What I'm thinking though, being in the service industry, it would be great if they offered assistance even before their clients have to ask for it.
Product/service availed of: 3.5 stars
People skills: 3.5 stars
Overall service: 3.5 stars
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