LAHORE:
This is with reference to Habiba Abul Karim’s letter ‘Humiliated Pensioners’ published in your newspaper on 19 July. We must take concrete measures to facilitate pensioners and ensure their dignity promoting the culture of respect. We as a society need to educate the younger generation, especially those who are in the service sector. Senior citizens ought to be respected and treated with kindness and compassion by branch employees. Not only are such incidents, like the one experienced by the writer, reflective of our inconsiderate mindset but they also reveal the deteriorating customer service standards of our institutions. The staff doesn’t realise that their degrading mannerisms can cause severe emotional, psychological and physical distress to senior citizens.
As a Customer Experience Specialist, it pains me to hear about such instances. I have observed first hand upon my random visits how, instead of improving service delivery and adopting a positive approach, branch employees are indifferent to their customers. Elderly people walking into a branch are not assisted with a helping hand — this is basic etiquettes. It is our duty as customer service professionals to respect age and wisdom by providing a superior level of convenience to the elderly. It is shocking to note that despite having a mandatory customised facilitation counters for senior citizens, employees are giving them a hard time. The complaint management unit must look into such concerns highlighted by our senior citizenry and take necessary remedial measures. This particular branch staff must go beyond an apology and ask for a genuine forgiveness for their misbehaviour.
Banks must impart basic customer service skills, develop a positive attitude, and encourage communication for a delightful customer experience. Essentially, the three Ps — professionalism, patience and people — should be the main pillars of customer service. Although service delivery varies from customer to customer, as long as branch employees follow these guidelines, they shall be on the right track. At the end of the day, it is the small details that matter.
Published in The Express Tribune, July 26th, 2021.
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