24th-25th of April 2008 - unlucky, frustrating but of all, still happy....

24th of April 2008



i was quite bz due to overdue filings..... too much to file d..... even though oredi completed most of it, yet there's another tray of loose filings underneath my table..... anyway tat shd b filed by next wed.... asked my relief partner to handle the QMS for the morning half so tat i cld do filings n even though there's sum interference in between viv my regular customers, i m able to complete my scheduled filings.... thank god..... after lunch, i began serving customers while my relief went out for lunch.... around 1.30pm when my relief came back, due to not much customers, so i started to viv vkl's timetable tat she asked me to help her create... n suddenly, owy shouted my name very loudly which scared me n i took my head up thinking tat i mz been too obsesses viv the timetable tat i din hear her.... but she jz smiled at me..... then i turned to ygl n she shook her at head me viv the 'there-she-goes-again' look n suddenly i got her... immediately i took up my head n turned to the QMS machine n saw him.... out of sudden so happy lo.... but 1 aunty came to ask abt FD n sum other things n i noticed tat after he took his no, he made his way to my desk n saw tat i got customer, so he stood awhile but his no was called n he went off to the counter...... but he kept turning back to look at my desk.... n the aunty still not yet finish viv her questions... i noticed tat after he completed his transactions, he did not stop by my desk d, even though he did keep looking, n went off..... how i wish tat aunty is not at my table.... kek si wa nia.....



then after tat vkl called me to her desk to enquire bout the BC case... she wanted to noe the details of the happening cos tat customer filed a complaint to BNM n now HOE wanted an xplaination.... so i told her wat happened tat day... when the customer came tat day, she did not show any temper at all.... her son was underaged for ATM application so i had to get her IC for verification.... then i proceeded issuing ATM for them without taking BC from her.... when everything was completed n i walked them to the counter, she asked y i did not take the BC fr her when the other branches insist on it..... i xplained to her tat BC is an xtra documentation to identify the parents of the said child.... i did not take cos i noe tat she is his mom..... n she was very angry viv RLU's CSR cos when the csr told her to bring the BC, she was very rude... she wanted to file a complaint on the csr's behaviour... i gave her the complaint form for PBB customer service to write on... but dun noe wat she was thinking tat she filed another at BNM!!!!! tat day, i checked viv BPP dept n they confirmed tat our guidelines n e-manual is silent on the BC part n told me tat i was not wrong not to take the BC..... but bcos tis case was handled by BRD, i had to go thru the documents all over again... checked thru the system n found tat she had an 'on behalf' account viv her son n had oni jz closed the account a few days b4 to re-open another on her son's name on the SAME DAY!!!!! in the end, vkl xplained to BRD n i dun noe wat's the outcome la.... hope tat its nothing lo.....



overall, thursday is an ok day for me nia.... tat customer oso another 1.... oredi do for her d sum more wan to complaint.... wan to complaint bout the csr being rude sampai kena me..... WAT THE HECK MAN!!!!! wat a day..... liked the 1st part of the day but not the part after he left the branch........



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25th of April 2008



today, my relief partner is on mc.... so i m left alone viv damn lot of customers n things to do.... but luckily, i oredi finished most of filings.... today's customers r hell.... the day kicked off smoothly but after lunch, i had a hell day....



i had a family opening on'behalf' account for their youngest daughter a few mths old, then deciding to top up their FD as well.... n the husband asked if there's other alternatives for better returns n even enquired bout FCY FD... so i ma xplain to them lo.... mana tau the customer bhind went to counter n complain... N of all officers, he complain to tat idiot officer!!!! the idiot ma start to call my name n ask me to give her an opening form for her to help fill up lo... so i gave it to her thinking tat she wld help the customer to open the account lo... but she did not... instead, after she finished viv the filling the form, she came to my table while i was bz xplaining FCY FD n GIA to the couple and said "LL, xplain pdts no need to xplain so in detail wan... xplain enuff can oredi... u noe, bhind got a lot of customers waiting wan... 1 customer complain tat u serve tis couple very long.... kenot b so selfish wan..." i was caught by surprised by tat selfish word... how cld she say tat in front of my customers??!! my customer was quite angry lo... he asked "wat did she meant when she said 'no need to xplain so in detail wan'... if dun xplain in detail, how u do xpect the customer to invest in the pdts tat u r mktg? if dun xplain in detail means u bankers r liars lo.... how can u say tat? plus, selfish?! i took a no for customer service, dun i hv the right to ask?!" i noe the customer is very angry viv wat she said n i noe tat idiot is not suppose to say wat she said right in front of customer..... in the end, i had to calm the customer down so tat he wun file complaint at all.... no complaint is oredi a compliment.... luckily, he was ok....

i was so frust after tat cos i din xpect her to say tat in front of customers..... so high level oredi shd noe wat to say wat not to say lo.... not everything oso say.... i told tmf after work n she advised me to let vkl noe.... when i told vkl, she told me "wat!!!! i ask her to go out n help u out n tat was wat she said to u in front of customer??!!!" i really no eyes to c lo...... ABM asked her to come help me but she come out n say wat she said..... really no eyes to c...... since i oredi told vkl, leave it to them to settle d......