By Wesley Ngwenya
A lot has been said about the pathetic customer service that exists in Zambia. Even after so much has been sang about this deadly disease, little is being done by the affected and infected companies. In Zambia, many businesses lack adequate investment whether it is in the personnel or systems that enhance the way they deal with their customers. Banks are especially the worst in dealing with clients. They have the attitude of -you need us more than we need you.

At the just ended 84th Agriculture and Commercial Show, here in Lusaka, I had the privilege of visiting many companies who were exhibiting. Now, a show is not only an opportunity to show your presence as a business but also to excel and stand out among your competitors. It is an opportunity to showcase your products and services. It is also an opportunity to show off your skilled personnel. I visited the Bankers Association of Zambia Pavilion, which housed most of the commercial banks, and what I experienced was frightening. Below are the banks I visited and a brief experience with my mystery shopping.

hire qualified staff and not just the pretty but blank faces.

Indo Zambia Bank: I found one lady who was attending to a client as I walked into their booth. This was my first booth I was visiting and so I did not expect much and did not want to spend much time looking at the ground I was yet to cover. I was never acknowledged although she had clearly seen me. After about three minutes or so, I left without her saying a word to me.

Finance Bank: This one was quite a surprise for me. I found about six bank officials—some were on the computers while others were chit chatting. I picked up brochures and looked as though I was looking for something. Some of the officials looked at me and others were completely in oblivion of my presence. I left after about five minutes. No one said a word to me. Where is the lion pride in your personnel?

Citibank: For what these guys were looking like you would expect a lot. They looked sharp in their black suits. Two of the guys were on the computer; one was doing some kind of writing at a desk while the other one was clearly daydreaming on a comfortable chair. Again after about three minutes of wasting my time I left without anyone saying anything to me. If the guys working for Citibank in Northern Virginia were to see this they would be shocked.

Stanbic Bank: I found about two ladies in the booth. They were both playing with a blue ball. I dilly dallied for a while. As usual, I picked up some brochures on some properties they were selling. I stood for what seemed like a long time looking at the brochures. Obviously, to them, I didn’t look like the kind who would buy a house so I left.

Intermarket Bank: Although I found an employee who was eating food on the desk, the other young man was helpful. He was very enthusiastic about his job. He asked me questions and was quite friendly. This was quite unusual looking at what I had just experienced. I left with some sort of hope.

Access Bank: There were several personnel working. They were all friendly and jumped at the opportunity to help. The young man who attended to me was equally good. Access Bank has done fairly well even at their Cairo Road branch. Their personnel are very professional. Take time to visit their Cairo Road branch and see what I am talking about.

FNB: I found three personnel. One was busy with a client while the other two were busy chatting. I spent four minutes and no one said a word to me. All the three personnel didn’t seem to care about my presence. It was very clear that I was not a potential client to them.

Ecobank: I was received well by the lady at the entrance. She asked questions and we had a good conversation. This bank certainly has great potential on the market.

Cavmont Bank: Undoubtedly the best reception of the afternoon. The team was quick to attend to me. They were all eagerly waiting to help. They sat me down which none of the other banks had done. They were very deliberate and articulate as well as excited about their products. They smiled and laughed and you could tell they were actually happy to come to work.

Looking at this Agriculture and Commercial Show experience, as well as many other experiences in my visits in many banking halls, it is quite shocking to imagine how they stay in business. Many of the banks in Zambia are taking the consumers for granted. With the many choices that come our way daily and with this pathetic customer service some will find it extremely difficult to survive on the market.

Just some quick tips for the banks. It is important that you treat each customer like they were your only customer. Train your front end personnel in customer relations. Teach them how to suggest or sell your other products. You are probably losing a lot of money from lack of skill. Set yourself apart from the other banks. Do something different and unique—excellent customer service is one thing you could do. Do not judge a book by its cover—serve each customer with equal enthusiasm. Finally, hire qualified staff and not just the pretty but blank faces.

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87 COMMENTS

  1. This is very true of business organisations here its like workers dont care as long as they get paychek at the end of the month. customer care is very imporant. I have walked into many of these offices be it take away, supermarket, gas station, chemist, grocery shopand you will find the oficer will be busy chatting away on phone as you wait for her to finish and be attended. when you listen in to what they are talking its nothing but her personal chores. I have noticed a difference with pick n pay as the cashiers always offer a smile and greeting

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  2. Was this a survey? How objective were the parameters used in comparing the various banks at the show? How do you rule out personal prejudices/preferences. iI think the show is not the best platform for such comparisons.

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  3. Iwe feira, this is customer service. A show is supposed to bring out your best, after all, ITS A SHOW. A show for PEOPLE. Not cows. So if the banks’ bests sucked like the ones Wesley mentions here then really there is no scientific stuff to talk about. Customer care is what you FEEL when you go into a place. I don’t need some statistics to tell me the people at multichoice have terrible (you need us more than we need you) customer care skills (for a good example). They are in the people contact business and must act it throughout! Even directly from sleep!

    I think Zain has dramatically improved. Somehow they have come down to earth. Understandable. They are actually friendly now.

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  4. Please try and get this published in the mainstream newspapers(print). This is a very good start if we have to improve.

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  5. Barclays Bank has got to rank number one in poor customer service. Longacres branch especially.

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  6. the parameters were whether and how staff in each bank entered would take their time to receive, accommodate a potential customer. most likely that is how they treat their old ones.

    after Ngwenya’s article on fake consultants I think he is not doing so badly himself.

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  7. If this is true then they(Zambian Businesses) have got a lot to learn. Zambians generally judge somebody by their race, looks and outfits, hence the culture of “showing off”. White people know this 1st hand because they are treated like gods. Am writing this because a white friend said it after visiting Zambia. Good article!!!

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  8. Medical tourists seeking treatment in Asia are bringing home a dangerous type of bacterial infection that’s resistant to nearly all known antibiotics, according to a new report in the journal the Lancet.

    Doctors identified 29 patients in the United Kingdom with the new infections. Most had traveled to India, Pakistan or Bangladesh for medical procedures, including elective cosmetic surgery. Dozens of patients from Asia also got the infections, according to the researchers, from Cardiff University.

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  9. The article is a true reflection of whats happening all over the Zambia service industry.
    Had a personal experience where a guy attending to me in a post office refused to borrow me his pen for just a sgniture. He told me he was using it. What i couldnt understand was what else he would be writing when he was supposed to be attending to me.

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  10. Wesley apa pena walasa!! These pretty but blank and dull receptionists or is it front-end personnel banks employ have complex issues.They judge by the way somebody looks or is dressed.Typical of Zambian ladies especially.A rich farmer from Choma dressed like one wont be recognised but a conman from Katondo will have it easy just cos he is dressed in a Gucci suit.I love Cavemont,even at their offices in Dedan Kimathi,they are smart.I wont mention about Barclays cos last time I was home,It took me 1solid hour just to change my dollars at their Ka Branch in Chilenje.That was my last time.

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  11. My brother what you have written is nothing but the whole truth. I had a horrible experience with barclays bank in kitwe a few months ago. I almost closed my account with them but time was not on my side.

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  12. Right on! Good article. For as long as these businesses dont improve in their customer care, they will never grow. Perhaps these employees should be paid based on how much income they attract to the business.

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  13. This article is an accurate representation of the poor customer service that has been the culture in Zambia for a long time. One of the most pathetic attitudes is that of a receptionist who will go on talking to a friend non- business issues on the phone while clients are waiting and at the end there is no decency to apologise.
    It is more agonising for those that have lived abroad where a client receives special attention and courtesy. In March this year my wife and I went home and at Lusaka airport a member of staff attending to us spoke in one of the local languages and was visibly upset when one passenger reminded him to use the official language. We have a long way to go in customer services.

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  14. That is Zambia for you! My observations are as follows:
    1. ‘Big banks” Stanchart, Barclays, Stanbic, Citibank etc etc think they have it all coz they have made a name. Customers come to them they do not need to market themselves or woo customers
    2. “Small Banks” Cavmomt, Intermarket, Acess need clients and so will do anything woo clients. To them every client matters!
    3. Attitudes of bank officials is generally bad because they judge someone by looks and dressing especially ladies because they make up a big chunk of the staff population in many banks!

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  15. SO TRUE!! I was in Zed and visited Stanbic, Barclays and Stanchart. Stanbic had the better customer service followed by Mediocre service from Barclays and dead last was Standard charted bank. My story below…..

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  16. It’s just not the banks it’s everywhere in Zambia. I remember going to a fast food place at arcades only to find the lady at the till with her head in her hands on the table trying to serve me. It’s funny me and my cousin always drop the equalisers with accents just to see how different you get treated and believe me try it out to see. Zambians discriminate on status a lot if you look or sound well to do you will get treated better but if you go there saying AHHH EHHH I WANTI BASICALLY with a chbwabwa accent they customer service reps will even shout and be rude to you. If a cheap suit from primark can make you look important pa zed

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  17. I had $4000 on me during my scope of these banks and I am proud to say that I kept my money and non of then got a ngwee mainly due to poor customer service but also due to the red tape involved in setting up an account. The Stanchart desk reffered me to a sales rep who had me wait for him while he finalized his deal to buy a suit from a street vender :(. While waiting for him, I was aproached by somebody who was clearly a con man saying he was authorized to set up accounts at some other place. I mean total shock. I proceeded to leave after which the sales rep gave me a brief explanation of their types of accounts and gave me his name and number. If unemployement was not so high, I could tell you the guys name and number. What a waste. Anyhow I put my money where the return are great

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  18. Try to phone your Zed bank fro here they will often be a little bit more helpfull than on the ground, except the usual overintrusive ‘my uncle is also in London’.

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  19. I forgot, now try to phone passport office, anything you say the response will ‘you have to come in person for that’, even when all you need is information.

    Can i renew my passport, sir? ‘you have to do it in person’
    can i have some forms sent, sir? ‘you only collect in person’
    How long does it take to process? ‘i can only tell you if you are here’

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  20. BARCLAYS IS WORSE.THERE SERVICES ARE LIKE HAVE BEEN ATTACKED BY A “VIRUS” .MY GRANDMOTHER’S” PILLOW BANK” WAS BETTER.

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  21. Barclays is rubbish.

    Even their Prestige outlets are awful as when it comes to service. Except when their are dealing with a few “apamwambas” who they obviously hope would give them tips or something.

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  22. Very interesting article and for sure customer service in Zambia is like dead aid. I have been talking to a few of my friends. Zambians back home who think they are smart and can get away with anything, this is the same mentality with companies in Zambia and i will blame this on limited exposure. It took me two months to open an account in Zambia when the process is less than 5 minutes in USA. This makes me wonder because the folks running these banks are young ones, how about Mr. Rupiah Banda’s level of thinking? Nowonder the country is in reverse gear. Nothing in Zambia gets done on time!

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  23. Funny how customer service reps get ripped here yet when an organisation like zamtel or zambia airways falls apart then it is the fault of the big shots and politicians.This is as close as you get to an acknowledgement that the rot in zambia is equally shared.The Bandas,Kaundas & Tembos never held a gun to you to ignore customers,discriminate,litter the cities or bribe your way to some job you’re not qualified for.If Zambia seems stuck then you accept some blame not just Rupiah.

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  24. Iwe #2 …they say a little knowledge is dangerous! Your teacher shud have taught you that there are different ways of doing these things eg … approach used in anthropology is different from economics … take time to learn more

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  25. This writer of the article says exactly what is happening in zambia with banks and their clients.What I have seen is dull chaps have been employed by not only banks but also by other companies,just because they are favoured or they know somebody.Most of them are products of leakage of their exams.They did not qualify on merit.Others went into banking profession not as a calling but due to harsh times.So wrong people have gone to occupy positions,hence the pathetic services.These chaps will be trained and retrained they wont change.

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  26. Barclays stole money from account i left with them. Un believable. The staff kept sending from one office to the other. Even HQ at Mutaba house did not help me. Barclays has lost me forever

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  27. #10 bashi thandi its not borrow me but you borrow from and lend to. Im sure bazungu must be laughing ati your fipata Im sorry dont take offence have a good day

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  28. # 5 you are right. I have had an experience with those people at Barclays Longacres Branch. especially a fattish round faced Lady who is forever with a receiver on her ear while she is talking to you. she seems to be sorting out some issues on phone withoput regard to the you in front of her.Ni ma Rubbish. One day I just had to storm out because it took more than two hours for my number to be called. Chi bank ichi mwabwera maRubbish. Soon they will receive my RED CARD.

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  29. Longacres Barclays Bank stole my money too!!! I had an account with them for years before leaving the country, I still had money in the account which i thought after years would have gained some interest, instead when i visited them, they told me they didn’t have any account with my name at their bank, although i had a bank book to prove them wrong. Because i didn’t have much time to stay in Zambia i just ignored the fact that someone had actually stolen my money and closed my account for me!

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  30. Customer care in almost all Zambian organization is very poor. Some times are blame us customers for not demanding for the best attention. it’s pathetic really. When one tries to talk to them about their attitude, they think one is being stupid.

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  31. #34 chumachiyenda you are right. its because we look away instead of voicing our concerns by complaining. You should see how people complain in South Africa. There is this lady i work with who has made it a habit and believe me she always gets free food or stuff from Woolworth for every silly mistake they store makes. We should complain were things are not right. Thats the only way somebody will notice and take charge to correct the problem

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  32. When it comes to customer care in Zambia the only consolation for clients in Zambia is in the ordinary market stall run by women most of whom may have never been to school. When you visit their stall to buy ‘lepu’ or kapenta they will welcome you with a genuine smile, ‘ Bwanji a custom, ti nga thandize ko’, and when you buy something you are likely to be given a ‘mbasela’ and a good thank you and bye- bye. They know that for their business to prosper they depend on customers, hence they exercise exceptional courtesy.
    On the other hand our banks are manned by people whose attitude is no different from the so-called mini bus conductors. They are ill mannered and pompus.

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  33. I too had a bad time at FNB Arcades. I wanted to open a savings account with them, but the bad reception I received from one of the ladies there totally discouraged me. I left without opening an account and that’s how they lost me and my money forever. I agree with #s 34 and 35. We ought to stand up for our rights. And the interest rates are just too high when our inflation rate is in single digits, their lending rates are double. BOZ or any other relevant authority please intervene!!!

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  34. If they act funny with me, I make noise until their overall boss come to attend to me and eventually we become friends. well thats how i make “big shot” friends lol. Its your right to complain for good service. They need you just as much as you need them. So get your money’s worth and make noise if somebody is giving some cheap attitude or no attention!

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  35. Bane, solution is have a visa or master card; any Zanaco or Stanchat ATM will get you close to £280 a day; depending on your daily allocation from your main bank. Those in the UK, Halifax has an online transfer system which only costs you £9.90 per transaction regardless of how much you transfer. So when going to Zed, transfer as much as you would need, and you will never enter any bank.

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  36. I personally love to see Zambians judge you by the cover, it means when you have loads of money for business, dress like a builder, and no one will ever touch you!! I was refused a chair at the western union office, Kitwe main post office!! I was really gutted because I was on site standing whole day, and when I got to the post office, the bureau de change had two vacant chairs while the western union side had a very long queue! Naively, i went and sat on the chairs. Todate, I regret having sat on those chairs!! I was literally insulted by this good looking young lady, as to how and why i could go sit on the chairs meant for her customers without her permission!. I argued it was the same post office to no avail. I was so ashamed.

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  37. You may be a customer, but if you have no “visible” signs of wealth, bwana you have to accept such mistreatment. And the fact that people lineup at western union offices to receive tuma dollars made my predicament worse!! Luckily for me, on the material day, I was receiving a lot of money for buying my client a lot of materials; so when the lady at the western union saw the amount i was getting, and the source, she could understand why I made a mistake to sit on one of the chairs. I thought i was a good customer for them. such is our lovely Zambia. If i was white, or if i was spoke in English, probably it would have made a difference. It was a harsh lesson!!

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  38. #31 thanks for the correction. I’m just wondering why you think the Bazungu must be laughing their @£$%$ off about my so-called Ifipata. Don’t know which perfect world you live in but where i live at the moment is right in the home of the English language and its not uncommon even for the owners of the language to make an occassional mistake. What i am yet to see is someone laughing at the next person for a silly mistake. You have a great day too! And by the way, whats your take on the topic?

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  39. Its true, some of these companies service is pathetic. I bank with Stanbic and am one of the unfortunate pipo whose account was skimmed. I was given a new ATM card and immediately I went to use it, it got captured and I reported to the clerk. Upto now they have not replaced the ATM card. Each time I need money I have to use the counter and am only free at lunch time. You shud see the ques for cash withdrawals. You go in the bank at 12.30, you leave at 14.30 thereabouts. They do not open up more counters for withdrawals during lunch time and am sure they are aware that the most pipo are free at lunch time but its like they enjoy seeing their clients standing for a long time in the que. They take everything casually, you just see them walking around aimlessly.

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  40. Fwaka, thanks for the halifax thing, i am switching. infact my mortgage is already with halifax.

    The problem with Zambian banks is that, the customer is told (not just advised) what to do instead of the other way round.

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  41. This shows how corrupt HR staff are when employing staff , they just employee their relatives and friends not qualified staff.

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  42. The article is very educative and the sort that we need. what thw author has highlighted is the inherent poor working culture in Zambia. chaps just talk about there qualifications and how the next friday will be better than the previous. ild ratjher hire chinese people if i had a way.

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  43. Good article indeed Wesley. It’s not just the banks, but every service provider in Zed has a long way to go in terms of customer care cause the standards exhibited are way below par. Take the Multichoice call centre, the insolence in that institution deserves an Oscar.

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  44. LT take No. 4’s point seriously. Way back you did promise that you would publish some comments in the local papers, we are still waiting…

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  45. Fwaka, you can also use CASH passports. They are simple pre paid debit cards with VISA where you can withdraw anywhere in the world . I find them helpful because you can deposit money like in a savings accounts and withdraw anywhere with only a few charges. Travelex and thomson cook do cash passports. You can also order many at a time just in case you lose one you can use the others. They also offer good forex exchange rates .

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  46. Barclays should be the worst. I had my ATM swallowed here by accident. I call Barclays UNZA branch for a new ATM, the guys refuse. Ati I have to fly back to get it. Imagine the cost implications? It’s my money and I -need it now! Fyola

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  47. This is really true not only with banks but also major institutions.Their services lives much to be desired. If Zambia is to develop, we need to invest alot in customer and public relation respectively. I visited one of the ZAMBEEF shops in Ndola,the person who was serving clients was so groomy that one might think may be she in bereavement. I had to educate her on how important a smile is to a client. These are tenets of business which Zambian ignore at their own peril. The Indians are progressing because they know more about customer relations. A customer is a more important person because he is the one that employs you as a worker . A neglect is a cost that will put your business in jeopardy. This article is to the point. These banks, they do not live up to their mottos.

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  48. Wesley Ngwenya has presented this issue pretty well. The quality and content of his articles appears to be improving.

    ‘The customer is king’ is a popular saying – as any marketing student will testify…in fact there is no need to attend a marketing lecture; it is just plain common sense! The Zambian public has become too used to mediocrity in the service industry. The sooner customer-facing staff in all organisations spruce up their act, the better it will be for all concerned. A simple smile and acknowledgement of the presence of a customer waiting to be served is important.

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  49. I am just about to write a letter to Barclays to have my account closed because of the midiocre services. Its pathetic, banks should employ people who can do the job than pretty faces.:-\”

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  50. Zambian business houses in general dont care about their customers, Barclays (Ndola) ust to ask a simple question opening an account procedure you have to wait for an hour, ZANACO Ndola West branch to deposit 100 pin you have to queue for over an hour coz you have bulk depositors in the same queue. Something needs to be done. Look at government ministries they never attend to you on friday afternoon.

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  51. It’s interesting that there are a lot more that find Zambian banking services painfully slow and frustrating. At least am not the only one. Firstly, what is this nosense of only opening on the First and Last Weekends of the month? And do these people ever feel guilty of long queues ahead of them – it really doesn’t seem to bother them, they’ll get paid anyway!!!

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  52. BARCLAYS IS THE WORST BANK AROUND IN CUSTOMER SERVICE; THEY HAVE GROWN BIG HEADED; AM CLOSING MY ACCOUNT SHORTLY.

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  53. These big banks are big headed cos they know that they lend their money to the govt and so why waste time on a small time customer? The govt is equally to blame for making these banks big headed and Iam equally happy the BOZ has began credit rating procedures so as to expose govt to international financial markets and these local banks will soon be on their knees and even reduce rates to even below 10%.

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  54. Wesley! You are the only reasonable writer at LT. You do your thing!well. Please take this article to the post so that every one knows about these low grade customer services by banks. A lot of poor people have been ransacked by these chaps called reps.

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  55. Great “outing” of the banks and their customer service. i know it first hand. unfortuately you could replace banks with hotel, post office, shops, anywhere zambia. Employees do not understand the function of their jbs, like one person said as long as they get paid they dont care. its like “look at me, i have a job” attitude.

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  56. HE,MAYBE iMI,HI DAD AM VERY DISTURBED COZ AM AVERY SCREWED UP PICEOF WORK AND I TRIED TO CONNECT TO YOU AND GTUESS WHAT LANDED INTO TH GUTTETR TRIED TO ,MAKE CONVERSATION GUESS AM A LOSSER.**** IT

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  57. I KNOW I’LL MAKE IT IT MAY TAKE ALONG TIME BUT………………………………………….NDA PIPA MAFY YATU QOTE

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  58. Mr. Wesley Ngwenya, thanks so much to write on how customer service or lack of it is in Zambia. Truly, customer service is below freezing point in Zambia. In particular, banks are main culprits. They treat customers as beggers. Its a pity how businesses in Zambia hope to make business with such poor customer service in this competitive global world. Zambian businesses have a lot of home in customer handling. They are shockingly ill mannered.

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  59. In Lusaka at Longacres I was grabbing some take away. As a person coming from where first-come-first-serve is next to nature I stood in a queue. But just as I was next to be served this guy from nowhere just went straight to a cashier and started ordering his grab. I was shocked because the cashier new exactly what happened. When I complained why she decided to sell him first and not me who has been in the Q for a long time- The answer from the cashier was because he was holding the money in his hands. That shocked me further. Because I expected an appology from her. But, hey! This is Zambia.

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  60. Another incident but different one happened in Mansa. I friend of mine who owns a pub- I would say by our Zambian standards a good pub. We started drinking. I noticed one thing that happens almost everywhere in Zambia. When a patron buys a beer or so, the cashier did not did not give him change at once. He always said, “nalamipela limbi pembeleni”. He (or they) does/do this to everyone. It was my round to buy. Unfortunately, the cashier told me to wait in the same manner he was telling others. In the presence of his boss (my good friend), I demanded that he must give me change instantly. To my amazement, his boss (my good friend), chipped in and said, “Chris, alekupela wisakamana, sana”. So, since the boss chipped in I asked him if there was no change. In unison they both said,…

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  61. ..”epoili pembeleni fye”. And again, to their amazement, I demanded that change be given to me at once since there was no problem with it. To my satisfaction, change was given to me. Then I thought it was high time I shared some good and safe customer handling with both the cashier and the entreprenuer. I first asked why they have to keep patrons’ monies. Answer was, “because they will come to buy again”. I said, but what if they don’t come back and for some reason they go away without their change? The cashier said, “they will come back when they remember”…

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  62. …and if they don’t remember…then what? Since the answer was proving to be difficult to come, I chipped to say, …then you keep the monies. I went on to say ok, maybe that doesn’t sound serious as you are not on the losing end. Now, what if I just confidently, come in the bar and ask for five bottles/cans of beer from my remaining change. Or worse/better still a few other patrons who did not leave any change come to ask for beer from any claimed amounts of monies and cos you have forgoten you give them the drinks and probably the changes if they said they are now going? The cashier quickly said, “I can’t forget, boss”. I laughed and told him to stop pretending to be an ‘Albert Einstein’.

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  63. …After this little conversation with the cashier, I said look- take or leave it. If I were you I wouldn’t give myself added responsibilities of keeping patrons’ monies on top of the huge responsibilty of dealing with drunks. Its risky. Again I turned to the pub owner who by this time was attentively, listening to say man, teach your workers some good and safe business practice and customer handling. I told him that so many things are happening- 1) your customers are having free drinks and probably even going away with more cash handouts, 2) your workers may also be stealing patrons’ cash, 3) there are many more negative things happening than you may know. It never took many hours to be vindicated.

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  64. …The bar was closing and the owner started counting the cash. He discovered a huge loss much below the breakeven point. My friend started shouting at the cashiers, asking them why they always make losses. I chipped to say, so you have been making losses? He was quick to say, “yes, these chaps are driving me mad- they are always making losses”. I told to tell the cashiers to not keep patrons’ monies. They must give patrons change immediately and make sure the policy is followed.

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  65. The above narration may seem to be long and boring, but this is what happens everywhere you go in Zambia. Surprisingly, people don’t complain. I would like to hear from bloggers who have experienced same or similar situations in Zambia. I would also like to hear if there’s anyone whose change has been withheld in a pub by a cashier in London or New York because the barman thinks you may come back for another round.

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  66. BA #2. dont be so technica and academic. This is a simple and straightforward issue of what happens in Zambia. You don’t even need a structured research to find out. This negative attitude against customers is what seems to be normal in Zambia as the opposite is normal here. But, I understand that you haven’t been to Zambia for a few decades, maybe. You left Zambia when you were a baby and never been there. Or you are one of the chongololos who just pretend on anything and everything.

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  67. #12 there are million times I have wished to close my accounts with banks in Zambia. But, I agree with you time is always not with you. The other thing is, even if you close an account with one bank the next one you want to open is still in Zambia with the same poor customer relation. But, now that Wesley has highlighted one or two banks with a good customer care ambitions, one would close an account with those poor customer handling and quickly open an account with a clever bank. Thanks Wesley.

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  68. Ba Peter,
    Very good examples of poor customer service and great advice for your friend.That is probably why he is making a loss coz the cashiers may either share the money or get confused in giving back change.
    However,in the banks….it is not good to have long queues because it is not safe for both customers and tellers 1. possible thefts 2. umwela.It is time the bank’s management,staff and customers came together to find a lasting solution.Customers please make sure you know what u want from the banks, staff make sure you are ever ready for customers;move quickly when u see them and management please instill politeness in your staff!and invest in making customers happy.

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  69. Ba #2 Tata,
    This man.Mr.Ngwenya merely went a mystery shopper and used what he observed to inform us so we can have better choice of banking.

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  70. It is a pity that in this day of choice,with 18 banks in the country!some banks do not want to improve their services.
    Banks muletuposako amano;we leave our homes and offices to come and do transactions not to be treated like step children.Train those frontliners of yours noti I dont know nga twaipusha; naifwe tuli ba I donti know bosses. If you dont like talking to people then change jobs,..mwaitaya ma banks baaad!

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  71. I have been browsing online greater than 3 hours today, but I by no means discovered any interesting article like yours. It’s lovely worth sufficient for me. In my view, if all web owners and bloggers made excellent content as you probably did, the internet will likely be much more useful than ever before.

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  72. Great blog right here! Also your site so much up fast! What host are you the usage of? Can I get your associate link for your host? I want my web site loaded up as quickly as yours lol

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  73. ??? ????? ???????? ????? ???? ?? ??? ??????? ?????, ??? ????? ??? ??? ???????, ???? ??????? ?? ????? ??? ????? ???? ??? ????????. ??? ??????? ???? ?????? ??? ????? ?????? ???????, ???? ??? ????, ????? ?? ???? ??? ????? ?????? ??????? ??????? ??? ? ????? ?????? ??? ?? ????? ??????????? ? ?????? ?????? ??? ?????? ??????? .

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  74. You actually make it appear really easy along with your presentation however I to find this matter to be actually something that I think I would never understand. It sort of feels too complicated and very extensive for me. I am having a look forward for your subsequent publish, I’ll try to get the dangle of it!

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  75. Hi, i believe that i saw you visited my website thus i got here to return the desire?.I’m attempting to to find things to improve my site!I suppose its ok to make use of some of your ideas!!

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  76. You recognize therefore significantly with regards to this topic, produced me individually believe it from a lot of various angles. Its like women and men aren’t involved until it’s one thing to accomplish with Woman gaga! Your individual stuffs great. At all times deal with it up!

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  77. I’m not certain where you are getting your info, but good topic. I needs to spend a while studying more or understanding more. Thanks for fantastic information I used to be in search of this info for my mission.

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  78. I found this reading quite mouthful. I think the regulators need to publish official reports on the actual situation regarding poor services customer receive in several organisation and institutions especially banks. Further we need to know what causes this attitude……..

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  79. Thank God you didn’t visit ZANACO, you would have shed tears. They are the worst so far among the banks as far as am concerned.

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