Is it acceptable service when DBS trainee learns job on
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customer's time?
extracted from ST forums.
I walked into DBS Bank at Suntec City on November 9 at 9.10am to make a partial withdrawal of my Fixed Deposit into a cashier's order and renew the reminder of the FD amount.
I was glad that there was no queue and was immediately served by a trainee officer. After I gave the instructions on my transactions, the trainee was not sure about the correct procedure and he even had difficulties using the computer.
After 10 minutes of uncertainty, the trainee consulted two colleagues who spent the next 10 minutes teaching the trainee what to do.
I asked the trainee whether the bank had trained him before getting him to face customers and the reply was no. The trainees were supposed to learn on the job.
A supervisor came and guided the trainee to complete the cashier's order. This took another 10 minutes. The supervisor took another five minutes to handle the paperwork.
I can understand that trainees need to gain experience dealing with customers. But at the very least, they should get basic training first and then on-the-job training with experienced colleagues.
When I finally walked out of the bank 35 minutes later, I was not confident the trainee had done the transaction competently. Such a transaction would normally take about eight minutes at other banks. I cannot imagine what the situation would be if I was there during peak hour and there was a long queue.
Is it acceptable customer service for the trainee to be trained at the expense of my time?
Choong Tien Siong -
cost-cutting measures?
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New kaki ka chiu slow one mah than those more experienced one
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Actually I think the trainee was out there because there were few customers
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Usually that's the caseOriginally posted by elindra:Actually I think the trainee was out there because there were few customers -
this is the first time i heard of such an occurence.
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Not the 1st timeOriginally posted by dragg:this is the first time i heard of such an occurence.
Last yr there was a complain to SBS why trainee are operating the train in manual mode? -
i mean banks.Originally posted by sbst275:Not the 1st time
Last yr there was a complain to SBS why trainee are operating the train in manual mode? -
Banks never heard ofOriginally posted by dragg:i mean banks. -
aiyoh, people also trying to make a living mahz............
company have their reasons for new-comers to OJT one, gey gao mehz?? -
if only all singaporeans are as sensible.
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NO la customer is king. Cannot waitOriginally posted by dragg:if only all singaporeans are as sensible. -
Only 1 thing they know, if they buey siong, complain, never care if they are that personOriginally posted by dragg:if only all singaporeans are as sensible. -
But in reality, it takes 2 hands to make good customer svsOriginally posted by elindra:NO la customer is king. Cannot wait -
it has got something to do with stress at work.
they seize any opportunity available to vent their frustrations. -
Office politics are most dirtyOriginally posted by dragg:it has got something to do with stress at work.
they seize any opportunity available to vent their frustrations.
Even bus co corp staff as well, always call them, sometimes they get mad -
if the customer is in a rush...he/she could have just asked for another staff.Originally posted by elindra:NO la customer is king. Cannot wait
dunno why he/she waited and then complain to the papers... -
another dip in service delivery standard
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if the trainee is a chio bu will the person write in to complain ?
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yes, if the person complaining is an ugly womanOriginally posted by crazy monkey:if the trainee is a chio bu will the person write in to complain ?