Nedbank, please employ people who can speak English!

[Messugga]

I trust you're joking.

Those were her exact words to me.

Not "I am wrong, I apologise" but "I am wrong, I apology"

I meant the "WTF???" part

 

[blunomore]

I meant the "WTF???" part

 

[metalcore]

Holy crap, the internet is rubbing off on you when it comes to your vocabulary!

As for Mr Metal, why can't I compare working at a bank with working at NASA? Yes, it's a far more technical and difficult job, but they're trained and have the skills to perform said job at an acceptable level. This is a simple job, which has relatively low requirements, but those are requirements that still need to be met.
Something they like saying in physics/engineering: If you want to test a theory, push it to the extremes. If it still holds true, then it's a good theory. Same goes here. I went with NASA because I wanted an extreme, but I could have gone with a myriad of other options. Would I make it as a professional sprinter? No. Because I lack the skills. Would I make it as a plumber? I could probably do some of the really basic things, but no, I wouldn't really cut it. Would I make it as an electrician? I can change a two-point to a three-point plug, and change a lightbulb, but that's pretty much where my knowledge ends. I do not have the skills for these jobs, which doesn't mean I can't learn them, but I'm not fit to be paid wages for pretending to be something I'm not. This lady obviously isn't a linguist but from what Blu said, she's not even up to scratch when it comes to average communication through the medium that is English. She can do the basics, but that just isn't enough in this role.
If you let standards slide at the bottom, where do you end it? Everyone has a use, so guide them towards that, but don't force them to be something they're not.

I catch what you are saying, Im just trying to say that we don't live in a homogenous society like in Asian countries for example where everyone pretty much looks and sounds the same. We are extremely heterogenous, and communication barriers are inevitable.

If she were communicating with other central african clients she would probably be way up to standard for them. Its all relative and we must remember that you can't expect the world to revolve around you and your culture, especially when you live in a country that has so many cultures. That kind of stubborness is dividing the country.

We need to try and adapt to communication barriers by trying to communicate with the other person if there is a problem with communicating. This would apply to the person at the call centre too they must be just as willing to try and speak to you in a way you understand. Its a two way thing. Adaptation is the key

As for bad service, we have allowed ourselves to be put in this spot. Nobody wants to vote with their wallet, people get crap service, worms in their burgers yet they still go back. Look at KFC for example their service and quality clearly isn't as consistent as it was before, yet you see people queing religiously instead of going somewhere else.

In other countries people boycott and look for alternatives. Oneday we will hopefully reach a point where all our cultures melt into eachother to form a somewhat homogenous society with a few frills on like the USA, but since we only 15 years out of a heavily divided society, we still have a way to go.

 

[blunomore]

We need to try and adapt to communication barriers by trying to communicate with the other person if there is a problem with communicating. This would apply to the person at the call centre too they must be just as willing to try and speak to you in a way you understand. Its a two way thing. Adaptation is the key

As for bad service, we have allowed ourselves to be put in this spot. Nobody wants to vote with their wallet, people get crap service, worms in their burgers yet they still go back. Look at KFC for example their service and quality clearly isn't as consistent as it was before, yet you see people queing religiously instead of going somewhere else.

In other countries people boycott and look for alternatives.

So speaking of adapting, would you not agree that the company wanting MY money should fit in/adapt/compromise to meet MY needs? After all, they approached me.

 

[Messugga]

I catch what you are saying, Im just trying to say that we don't live in a homogenous society like in Asian countries for example where everyone pretty much looks and sounds the same. We are extremely heterogenous, and communication barriers are inevitable.

If she were communicating with other central african clients she would probably be way up to standard for them. Its all relative and we must remember that you can't expect the world to revolve around you and your culture, especially when you live in a country that has so many cultures. That kind of stubborness is dividing the country.

We need to try and adapt to communication barriers by trying to communicate with the other person if there is a problem with communicating. This would apply to the person at the call centre too they must be just as willing to try and speak to you in a way you understand. Its a two way thing. Adaptation is the key

As for bad service, we have allowed ourselves to be put in this spot. Nobody wants to vote with their wallet, people get crap service, worms in their burgers yet they still go back. Look at KFC for example their service and quality clearly isn't as consistent as it was before, yet you see people queing religiously instead of going somewhere else.

In other countries people boycott and look for alternatives.

I understand your point, really I do, but their defense weakens drastically when they are the ones contacting you, and the agent is unable to communicate in either English, or your preferred language.
I'm not saying they should get rid of this lady, I'm saying they should train her so that she's better at what she does and can deliver higher levels of service. Unfortunately, it's unlikely that the bank is willing to commit to this training through a donation of time and funds, so she'll just continue annoying the living daylights out of people like ol' Blu.

Edit - This just reminded me of my general interaction with larger firms, when ordering components for our products. I've taken to bypassing the call center people completely, and going as far up the chain of command as possible without wasting too much time. The last time I dealt with a call center consultant when ordering a bunch of GPRS modules, I was put through to a technical consultant to answer my questions, and this person had no idea what so ever, about what I was talking about. In the end I just contacted the product manager for the brand of equipment I was interested in, and got some answers.
It saves a lot of time in the end.

 

[Sackboy]

I catch what you are saying, Im just trying to say that we don't live in a homogenous society like in Asian countries for example where everyone pretty much looks and sounds the same. We are extremely heterogenous, and communication barriers are inevitable.

If she were communicating with other central african clients she would probably be way up to standard for them. Its all relative and we must remember that you can't expect the world to revolve around you and your culture, especially when you live in a country that has so many cultures. That kind of stubborness is dividing the country.

We need to try and adapt to communication barriers by trying to communicate with the other person if there is a problem with communicating. This would apply to the person at the call centre too they must be just as willing to try and speak to you in a way you understand. Its a two way thing. Adaptation is the key

As for bad service, we have allowed ourselves to be put in this spot. Nobody wants to vote with their wallet, people get crap service, worms in their burgers yet they still go back. Look at KFC for example their service and quality clearly isn't as consistent as it was before, yet you see people queing religiously instead of going somewhere else.

In other countries people boycott and look for alternatives. Oneday we will hopefully reach a point where all our cultures melt into eachother to form a somewhat homogenous society with a few frills on like the USA, but since we only 15 years out of a heavily divided society, we still have a way to go.

KFC is a global brand and should be mostly the same wherever you go. One expects the odd worm in the salad to be a one-off event. When we get one every time, then we call in the experts to sort it out because it has become a standards issue. I hope you aren't saying we should expect more worms because we are in Africa?

 

[blunomore]

Unfortunately, it's unlikely that the bank is willing to commit to this training through a donation of time and funds, so she'll just continue annoying the living daylights out of people like ol' Blu.

Old? Huh?

Now you also annoyed me

 

[Messugga]

Old? Huh?

Now you also annoyed me

I do my best

 

[metalcore]

So speaking of adapting, would you not agree that the company wanting MY money should fit in/adapt/compromise to meet MY needs? After all, they approached me.

Fully. They should be thinking about your needs, but since we don't have a strong culture of consumerism, they know there are more than enough people out there they can keep ripping off. Its a bad attitude for companies to have but we stay too loyal to brands. Even though there are those of us who would change brands or boycott the majority of the people out there just don't bother. I even find myself sometimes being too lazy to look for alternatives. Maybe this is because everyone gives bad service, so what alternatives do you really have. What can we do?

I try not let myself get all upset anymore hence I just say TIA

I understand your point, really I do, but their defense weakens drastically when they are the ones contacting you, and the agent is unable to communicate in either English, or your preferred language.
I'm not saying they should get rid of this lady, I'm saying they should train her so that she's better at what she does and can deliver higher levels of service. Unfortunately, it's unlikely that the bank is willing to commit to this training through a donation of time and funds, so she'll just continue annoying the living daylights out of people like ol' Blu.

So true, but they don't care, because they know they have millions of other customers who will stay loyal to them. Banking in SA summarizes what I am saying about service, they are all the same when it comes to attitude and service so most people don't bother going through the process of changing banks, not to mention the hassle. They do it because they can.

Sometimes I wish I was in their take and one of them.

Their greed and wanting to

 

[metalcore]

KFC is a global brand and should be mostly the same wherever you go. One expects the odd worm in the salad to be a one-off event. When we get one every time, then we call in the experts to sort it out because it has become a standards issue. I hope you aren't saying we should expect more worms because we are in Africa?

Let me clarify what I meant about KFC. I used to get lots of free KFC through a job. I have had worms in the lettuce. only once though. I think this is problem with the lettuce suppliers though.

The thing I have noticed is that their quality is terribly inconsistent. Sometimes you get a nice crispy piece thats just right, other times you get a dry piece with no flavour in the coating. Other times its a bit burnt. In general the quality of the coating seems to have dropped, because even at the best of times, it just doesnt taste like it used to. McDonalds is however very consistent.

People still go to KFC even people I know who have complained about the value and quality going down. They just keep going back. You see the ques out the door, its like an addiction, inspite of the bad smell outside some of the stores sometimes. We are so into certain brands that we don't want to leave them. The same applies to Spur, people go there like its church.

I for one am loyal to McDonalds, but this is because of their consistent quality, and value for money not mention less oilyness. But I don't eat there just for the sake of it like so many people do.

We are too accepting of the bad service we get and we keep going back for more its the way of Africa.

 

[Sackboy]

We are too accepting of the bad service we get and we keep going back for more its the way of Africa.

We are, but because of a lack of choice. Vodacom screws us, so we go to MTN, which isn't much different. Their standard of call-centre is the same. So we cannot say we condone low quality.

 

[koeks]

Fully. They should be thinking about your needs, but since we don't have a strong culture of consumerism, they know there are more than enough people out there they can keep ripping off. Its a bad attitude for companies to have but we stay too loyal to brands. Even though there are those of us who would change brands or boycott the majority of the people out there just don't bother. I even find myself sometimes being too lazy to look for alternatives. Maybe this is because everyone gives bad service, so what alternatives do you really have. What can we do?

I try not let myself get all upset anymore hence I just say TIA

So true, but they don't care, because they know they have millions of other customers who will stay loyal to them. Banking in SA summarizes what I am saying about service, they are all the same when it comes to attitude and service so most people don't bother going through the process of changing banks, not to mention the hassle. They do it because they can.

Sometimes I wish I was in their take and one of them.

Their greed and wanting to

BluNoMore please pronounce this...

Radebe

guys please be tolerant of other poeple... and get off your high horses...

 

[skoob]

Have you contacted the company to let them know that you are unhappy? They can also add your details to the Do not solicit list.

So, you already have an existing card with them, so therefore it wouldn't be against the law to offer the supplementary card, iow - they have already credit vetted you in respect of your existing card - IIRC

I remember doing call centre training and the team would be completely comfortable when handling the test calls, once they were on the phone with clients, they got panicky, after making one blunder they tend to make another esp if the person is inexperienced. After the first couple of calls they got better at it.

My first call with an irate client made me so nervous, I was close to tears. I have to admit that, that experience was priceless.

 

[blunomore]

BluNoMore please pronounce this...

Radebe

guys please be tolerant of other poeple... and get off your high horses...

Koeks, would you agree the expression "I apologise" is not a difficult one? In fact, quite common in the English language, right? Would you futher agree that one's English is pretty bad if you made a mistake and you say to someone "I wrong, I apology"?

To get back to your question: Radebe is normally pronounced as either Ra-debe, Ha-debe or even Ga-debe.

If I worked in a call centre and a client made me aware that I mispronounced, I would therefore say "I apologise"

 

[blunomore]

Have you contacted the company to let them know that you are unhappy? They can also add your details to the Do not solicit list.

My first call with an irate client made me so nervous, I was close to tears. I have to admit that, that experience was priceless.

You're preaching to the converted! I spoke to her team leader and also got a reference and lodged a complaint, ESPECIALLY about unsolicited credit. Not holding my breath though, this is a bank after all.

Sounds like they did not give you proper training if you were so very nervous. Surely in training they role play aggressive or angry or rude customers?

 

[koeks]

Koeks, would you agree the expression "I apologise" is not a difficult one? In fact, quite common in the English language, right? Would you futher agree that one's English is pretty bad if you made a mistake and you say to someone "I wrong, I apology"?

To get back to your question: Radebe is normally pronounced as either Ra-debe, Ha-debe or even Ga-debe.

If I worked in a call centre and a client made me aware that I mispronounced, I would therefore say "I apologise"

Yes i would agree. but remember i went to a school where i was taught in English. and if you were working in a call center and asked to call Mr Capho you would probably pronounce it wrong... I'm not saying what they did to you and your name is right, but all I'm saying is that put yourself in the chick's shoes... there is always a first time for everything...

 

[koeks]

Sounds like they did not give you proper training if you were so very nervous. Surely in training they role play aggressive or angry or rude customers?

blu in real life things are not always easy... people that know how to drive still get nervous when they go and take their drivers...

 

[blunomore]

blu in real life things are not always easy... people that know how to drive still get nervous when they go and take their drivers...

True, but as long as you do not meet the standards, you ought not to be given that license, right?

This chick was given license to wreak havoc and now Nedbank is paying the price by having unhappy clients - or at least one

 

[Londo]

BluNoMore please pronounce this...

Radebe

guys please be tolerant of other poeple... and get off your high horses...

That's easy. I learnt how when Lucas played for Leeds.... It's Radda Be !

Give me a difficult one.

 

[koeks]

Mngomezulu