top banks with rude personnel!

[BODACIOUS]

it has often been a common observation for bank depositors that most bank employees are RUDE! What banks have the most rude personnel?

[green grin]

bpi.

as an acquaintance once called it: bank of p*****i**.

most pleasing personnel: international exchange bank.

[tito]

Originally posted by green grin
bpi.

as an acquaintance once called it: bank of p*****i**.

most pleasing personnel: international exchange bank.

Please post if this employee from bpi is still rude or still employed.

[BabyFATS]

I think I'll agree with green grin on International Exchange Bank employees being pleasant.

I once had a phone conversation with an I-Bank employee regarding a problem with my ATM card. She was very charming and totally customer-oriented. :)

Of course, a lot of employees from other banks may be, but she left a great impression on me.

[CaRaMBa]

I also agree with the International Exchange Bank employees. They're very, very nice. :) I think that they're trying to come up with their own "advantage", since they really can't compete with the bigger banks.

My dad complained about Citibank before. The employees treated him as if he's just a name and a number. He ended up closing his account there.

[lupuS]

Rudeness can be eliminated with money. The more the better. Walking into a bank - any bank - with P10 million to deposit is guaranteed to get you good service, even from the grouchiest of the grouchy. It's almost as good as walking into Pegasus with the same money.

The rest of us small depositors will have to trade off good service with the bank's stability. Many will agree that iBank, for all the smiles you get from the employees, isn't as stable as BPI or Citibank - two banks mentioned here. And I don't know if it's still the same way today, but several years ago I tried opening an account with Hongkong Bank and was not so politely turned away. According to the branch manager, I needed to be "invited". :grrr:

I have found Union, UCPB, and (sometimes) RCBC willing to go the extra mile to keep smaller depositors from migrating. We have gotten away (sometimes) with branch managers personally driving to our office to deliver our cash withdrawals. Will BPI ever do that for anyone?

[aticus]

Well, PEx is an Ayala company now. Could someone please let Jaza know that BPI has consistently poor service?

It gets to the point where I have to speak in straight English, dress well and make large transactions just to get consistently good customer service. If I walk in like any regular customer, especially if I'm only in casual attire, I may not get ANYONE paying me mind. It frustrates me to know that certain people treat me shabbily merely because of the way I look. That sucks.

Here are some suggestions:

1) BPI does not have adequate customer-service training for most of its personnel. It should make sure that each new teller undergo both customer-service training, but a "smiling service" seminar so they know that showing their teeth isn't going to get them fired. I-Bank personnel undergo this kind of training, and the entire culture is inculcated with this kind of attention to service. It may not be a stable bank (to be fair, I still don't bank with them), but at least you like dealing with them. They're one of the few banks who smile at you just for using their ATM's, even if you have another bank's ATM card!

2) BPI has a culture where the rank and file are treated with a different level of respect within the organization. Officers, for instance, get company newsletters printed on nice, glossy paper, while rank and file get theirs printed in something akin to mimeo! How do you expect tellers to respect people they consider their "equals" if they are trained, even within their organization, that only the wealthy and/or privileged deserve better service. I'm not sure that BPI officers even eat with the rank and file. If I'm not mistaken, they have their own special eating area, restrooms, etc., etc. It saddens me that they destroyed the friendly culture of Citytrust when they bought that bank. That's why many Citytrust employees left after the merger. They couldn't stand the system.

3) BPI's own marketing strategy targets smaller customers. Minimum ADB of P500? Lower minimums for dollar accounts? BPI is going after a broad range of customers, from A to C, even D in some cases. Unlike banks like Citibank, who expect only A or upper B customers, tellers in BPI then expect that the majority of their clients may even earn as much, if not lower salaries, than they do. This may lead them to assume that certain customers aren't really worth their effort because they really don't have much money anyway. I have yet to see a BPI employee give good service to someone who opens an account with the minimum P500. This kind of mentality must stop.

Of course BPI is one of the larger banks in the Philippines, but I am a firm believer in building customer loyalty. If customers don't like you, they won't stick by you in times of need. For instance, if BPI had to undergo what Equitable-PCI did during the impeachment trial, how many of the marginalized depositors would stick with it?

[CaRaMBa]

Any feedback on Metrobank? I heard their service sucks too? Please correct me if I'm wrong. :)

[KuyaDanny]

Metrobank service is spotty, varying widely from branch to branch. Keep in mind that this bank is still digesting several acquisitions made over the last three years, so there is still a lot of "culture consolidation" which has to be done.

I'm a Metrobank client, and I love their service. Of course the branch I bank with is far from my office and residence, so I rarely go there. But I look forward to the few instances that I do visit them, because at least they act like they're happy to see me.

[aticus]

Originally posted by KuyaDanny
I'm a Metrobank client, and I love their service. Of course the branch I bank with is far from my office and residence, so I rarely go there. But I look forward to the few instances that I do visit them, because at least they act like they're happy to see me.


That's coz you have much more money than we do, KuyaDanny! :D

[KuyaDanny]

People here should watch what they say about money. I think aticus works for the PCGG or BIR in his spare time.

[aticus]

:lol:

[Ænema]

I once approaced a customer service representative from Equitable Bank on how to open a checking account and she treated me as if I was intruding on her. Isn't it her job to accomodate my inquiries?

[aticus]

Originally posted by Ænema
I once approaced a customer service representative from Equitable Bank on how to open a checking account and she treated me as if I was intruding on her. Isn't it her job to accomodate my inquiries?

That's my point exactly! If Equitable had as good a customer service philosophy as, say, I-Bank, then wouldn't some of their depositors have stuck by them during the impeachment trial? Bec. then they would have had a personal connection with the managers, middle officers and tellers? I have accounts with DBS Bank Commonwealth, and the people there are always so friendly. I would hate to go to the branch and close my accounts, bec. I would feel like I was leaving friends. THAT's what I mean by customer service and customer retention.

[virgo14]

Originally posted by aticus
I have accounts with DBS Bank Commonwealth, and the people there are always so friendly. I would hate to go to the branch and close my accounts, bec. I would feel like I was leaving friends. THAT's what I mean by customer service and customer retention.

and you think the reception you get has absolutely nothing to do with the fact that you have the same name as someone who works at the said financial institution? just a thought...:D

[LadyMarmalade]

International Exchange Bank's officers and employees, regardless of their rankings, all go through the company's service mileage program. i think this is partly the reason why we have often been proud of our efforts towards the continuous improvement of the bank's customer service :) glad to know through this thread that somehow, that effort does not go unnoticed.

i heard a colleague who was formerly from Metrobank before she joined IBank admit that the tellers from the former place were admittedly matataray. it was a form of defense towards ingrate clients daw kase. she told me as an ending statement, "sa metrobank, takot ang clients sa mga frontliners, unlike sa ibank, sobrang baligtad, all-out service pa talaga!"

no exag yan ha :)

[f0r5aK3n]

Are banks in the Philippines encouraging clients to use the ATM more rather than falling in long lines inside the bank and speak to the Tellers???? Most banks here in the US encourage this to the point of free checking if you don't do a deposit or withdrawal with the teller??

[lupuS]

I have not seen any bank here which actually gives financial incentives to customers who choose to use ATMs (and other non-personal banking methods) instead of tellers. In fact, it might even work the other way around. BPI's telephone banking service, for example, will dock you P30 for an account statement sent to your fax. If you walk into your branch and ask for a copy of your statement, they'll only charge you for the xerox, and sometimes even that is free.