''Aunty, network don come? Any hope? When una go answer us?''
These were the kind of questions I was getting. No body trained me for this. I was rather trained never to tell a customer we are having network challenges, not even technical problems.
I am supposed to just smile and say ‘sorry sir/ma, we would attend to you shortly, please bear with us’. And recently, we have to add ‘you can use any of our alternate delivery channels if you do not mind’.
I could tell many lies for long hours to pacify the customers, never the truth. But these are smart Nigerians. Once they see us taking cash deposits and paying only familiar faces, they just know its network. I do not need to mention.
Now, if you are unlucky, an angry customer could haul insults at you, asking you the teller to take his message to your MD, nothing in all of my job training prepared me to take insults with a smile but here I am, suffering and smiling like I was made for this. If the insult is what keeps the salary coming then by all means, haul them at me while my ogas tackle the network problem.
Days like this are not unusual, happens from time to time in every bank across Nigeria. Most of you think it’s a happy day for the tellers. While it might be true sometimes (if customers are kind enough to try other channels), it is also a far cry from the reality if you all choose to stay (you are very welcome though) and ensure I get paid, thank you for being so patient. Please remember the issue is no fault of mine, I am always ready to serve you and I am as frustrated by this situation as you are.
On days like this, my job starts when we have told the last customer ‘have a nice day’. So while you are screaming about my not being able to pay you, I actually am thinking of the piles of deposits I must post before I balance and go home. I am as upset as you are about the situation but I can’t tell you this.
Some customers have said its better they are told it’s a network challenge and it might not be resolved in a few hours; at least they can explore their options. But my Banks policy doesn’t allow me to be completely truthful. I am even more frustrated when we begin to hear the Ogas at the top are pretending not to know we have a technical issue.
There is actually an offline procedure but the bottlenecks are so much that the procedure is often completely ignored.
I could tell many lies for long hours to pacify the customers, never the truth. But these are smart Nigerians. Once they see us taking cash deposits and paying only familiar faces, they just know its network. I do not need to mention.
Now, if you are unlucky, an angry customer could haul insults at you, asking you the teller to take his message to your MD, nothing in all of my job training prepared me to take insults with a smile but here I am, suffering and smiling like I was made for this. If the insult is what keeps the salary coming then by all means, haul them at me while my ogas tackle the network problem.
Days like this are not unusual, happens from time to time in every bank across Nigeria. Most of you think it’s a happy day for the tellers. While it might be true sometimes (if customers are kind enough to try other channels), it is also a far cry from the reality if you all choose to stay (you are very welcome though) and ensure I get paid, thank you for being so patient. Please remember the issue is no fault of mine, I am always ready to serve you and I am as frustrated by this situation as you are.
On days like this, my job starts when we have told the last customer ‘have a nice day’. So while you are screaming about my not being able to pay you, I actually am thinking of the piles of deposits I must post before I balance and go home. I am as upset as you are about the situation but I can’t tell you this.
Some customers have said its better they are told it’s a network challenge and it might not be resolved in a few hours; at least they can explore their options. But my Banks policy doesn’t allow me to be completely truthful. I am even more frustrated when we begin to hear the Ogas at the top are pretending not to know we have a technical issue.
There is actually an offline procedure but the bottlenecks are so much that the procedure is often completely ignored.
*This happens a lot with people who go to collect Western Union money transfer...
That is why I love internet banking. No time to be going to banks unnecessarily and getting pissed by tellers that are rude.
ReplyDeleteLol diamond bank would tell you to either go with your cheque or expect to receive it in like 5-6 hours
DeleteWhy not say the truth and let the customer decide on what to do?
ReplyDeleteThey can never say the truth, and actually it's not only in banking sector oo, if you be real naija, you go know say e dey everywhere even in the health system, surprised about health system? YES I said it.
Delete#thisisNigeria
#everybodynacriminal
No be me talk am
Amy access bank is this you??
ReplyDelete**sideseyes*
Stop with the guess joor
DeleteLol I'm not a banker dear, just love Access bank.
DeleteSince your Bank policy doesn't allow you to tell the truth all the time, lying must be your hobby by now. Hell fire straight!
ReplyDeleteHahahaha don't mind her. First bank always tell you when there is network failure.
DeleteStand up for the truth nobody go fire you. I don't know what you mean by it been a policy,that itself is a lie from the pit of hell
ReplyDeleteTBH it’s better to tell the truth. Network issues are bound to happen and it’s no one’s fault really. It’s better you tell them the network is messed up than to have them waiting and being ignored as if they don’t have other important stuff to do. Could be truly irritating and don’t blame the customers when they get angry and throw tantrums. Just kukuma redirect them to another branch.
ReplyDeleteI always regret going to bank when they are witnessing a network challenge. Always frustrating .
ReplyDeleteThat's very strange.
ReplyDeleteTellers at my bank always tell us when there is network downtime.