Customer expectations are rising at excessive speed than the use of steroid in Major League Baseball, but it is unfortunate agencies are taking much time to respond to these customer expectations. Customers are speedy to judge a company according to its response to their new expectations, and if the organization is slow in responding, there is every chance that his recognition will be tarnished. Technology advancement has played both roles in shaping customers’ expectations. The full-size information available in the palm of consumers’ hands makes them want more.
Being a customer of Central Banco, I have expectations that the company must meet. My first expectation is to have a good relationship with the Central Banco since I am entrusting them with my money. A good relationship with the bank means to be able to receive updates concerning their services and any systematic change. I should deposit and withdrawal my money anytime, anywhere in the country using their bank cards without a problem. The service process should be smooth and efficient. I know it might be difficult for a bank to meet or exceed customer expectations due to their nature of the business, but at least it should show a sign of commitment and competence in trying to solve such problem when they occur (William, 50).
Being a service company, the bank should respond quickly and listen to customer problems. I am sure no customer will like it when treated in rudely and abruptly manner. As a customer, I expect my bank to listen to my problems and have knowledge on how to help me overcome (William, 49). It is easy for a customer to identify when treated abruptly or rudely than when served well. Finally, I expect my bank to portray positive attitude, verbal skills and high proficiency in their service delivery (William, 50).
For quite some time, I have been enjoying the service of central Banco until recently when I encounter a withdrawal problem. It was around 9.30am when I conducted a withdrawal. I did not receive the funds, but my balance indicated a deduction. Since I was in dire need of the cash, I opted to visit the bank for explanations. I was surprised by the manner they handle my case. I kept waiting as they were confirming the transaction and after 30 minutes, I was transferred to the next desk, and the process kept on growing. I was embarrassed, and I felt like withdrawing my membership from the bank. I decided to talk to the Operational Manager who after a long process solved my problem.
My service rate and reasons
I spent a lot of time waiting and shifting from one office to the other. I was not happy with the way they handled my case. With that said, I will rate it 4/7 (not satisfied). This rating is as a result of too much time spent waiting.
My reaction and areas of improvement
I was embarrassed because a big bank like that must have a clear channel of solving cases like this. How can they keep a client waiting for almost 3 hours? It is shameful for a renowned company to experience such petty issue and fail to solve it on time. Central Banco needs to improve in it service delivery and customer service. The managers should act as the bridge between the employees and organizational culture (William, 79). That way, employees will work toward achieving set goals.
I have been using the services of this bank for quite some time thus withdrawing my membership for a single issue can be hard, though if I continue experiencing such issues, I will have no option left. With that respect, I will rate it 6/7 (likely) to visit the bank.
William B. Martin, Quality Customer service. Menlo Park, CA: Crisp Learning, Inc 2001.