Name: Credit Agricole Egypt
Branch: Sheraton.
Service: Teller Service [deposit]
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Brief Summary:
The Teller Service at this branch specifically got only two windows, and the case we have here specifically is that one window is disabled (or the teller employee is busy with something and can not handle new customers).
Time taken for every personnel to be serviced is so long; as one window is only service.
Control on the "order" service was not punctuate.
Incidents:
1. It is supposed that every customer should take a number and wait for his order to be serviced. And in case there is a client who was aiming other service than "Teller" and then comes back and wishes to be serviced by the "Teller"; he/she should take a new number to be in the right order and in order not to affect the already waiting clients in line. The case happened is that a customer was in the upper floor doing a service other than the "Teller" service and then when they came down they headed directly to the "Teller" window without taking a new number. One of the already waiting clients noticed this behavior and nagged in the bank, the voice raised up and the bank's employee did not handle the situation professionally and he went through debate with the customer the thing that provoked her more and more. Until the situation ended with the responsible manager who took the annoyed client away and they got to get some deal together to let her calm down.
2. The other incident was: while we were waiting our order to get serviced, taking into consideration that the average waiting time was 5 ~ 10 minutes per client serviced. An employee from the bank came and asked if any of the waiting clients is willing to have a deposit with a high value, when one of the client said he has; he got priority to be serviced. Which is non-sense.
Conclusion:
What I see from these two incidents, is that the bank is suffering from:
- inexperience in customer satisfaction, can not handle provoked clients and absorb them.
- lack of integrity. Possibly there were some justification for the two incidents to be done, may be if that was clarified to the people attending the situation we would understand but that was not the case. Actions were committed by the bank employees irrespective what would the client's think about it. In incident (1); if we were told that exception we would have understood the situation, but till this moment we don't know why they were given higher priority to be serviced. In incident (2): probably there was a lack of cash in EGP and they needed to be secured to be able to handle any possible withdrawal requests - possibly because of the latest approach of people to sell USD against EGP - that was not clarified to the people, it was showed to any bank affairs inexperienced client as a preference to the big-cash clients.
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