Yesterday, I was at Maybank to pay someone's tax instalment using Form CP500. Because not a customer of the branch, it involves some posting in the backroom. My number was 2260 while the last number was 2240. But it took more than an hour to reach my turn! The counter clerk who is a friend said I could have handed to her earlier but I said it would not look nice in jumping the queue.
When I was waiting, I overheard someone complaining about the slow service, compared with Public Bank or Hong Leong Bank. He said it was Proton sales representative who recommended Maybank when he bought the car.
I asked the clerk, 'Isn't it possible to pay using the ATM?' and she replied yes but they did not want to (actually, did not know how). The next question that came to my mind, 'Why didn't the Customer Service ask those waiting if there is any transaction that could avoid using the counter staff?' For those who do not know how, the CS staff can do on their behalf. I have seen it done before and I believe this initiative would have saved the customers' waiting time tremendously.
I left home when it was sunny and the clothes were already half dried but after completing the transaction, it was pouring outside the bank...by the time I reached home, they were wetter than I got them out of the washing machine.
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KS
ReplyDeleteThe answer is obvious. It's Maybank. They have all the business they need from government support and hence, need not be customer-centric, unlike all the other banks you mentioned, i.e. Public Bank, Hong Leong Bank, etc.
I have unpleasant experiences with Maybank and will try al all costs not to have anything to do with the bank.
My wife is trying to get out of Maybank because of credit card subscription fee (even before government's proposal of service tax).
ReplyDeleteIt takes very little to upset people but because Maybank is GLC, they are not bothered with small-timers. We became Maybank customers not by choice but because it took over Phileo Bank and we all know why Tong Kooi Ong had to sell.
As a comparison, I wrote a letter of complaint to a major bank in UK which had unilaterally closed an account. I got a phone call from a lady who apologized and offered GBP75 compensation for the trouble! It was followed by extraordinary service which could only come from instruction from management! At least they took it more seriously even when dealing with small timers.