Does customer service exist in UAE banks???
My next moan.......ADCB! Why when I have a substantial amount in investments with them do they make me jump through hoops to fill in the forms for a checking account (I am self employed) and then inform me that I have to wait 10 to 15 days for the application to be processed!!!! Sadly the Manager was not there when I received that bit of news and I was leaving the next day!
They have my history with EmNBD (who I am leaving because they are totally unable to keep competant people or they promote them away from personal banking because they are so good).....including my salary and length of time in business (13 years)......so why the 3rd degree and the approval process of 15 days!
Very frustrating when your life is so busy and need your bank to make it easier.
Sad to say in my experience banks in Dubai are not customer focused and there are only a few employees who actually care about their customer. Now that Dubai is an International player of some repute isn't it time that their banking system recognised that they need an overhaul on the customer service front.......ADCB will be my 4th bank.....still looking for that elusive customer sentric experience!
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Comments
Customer service really sucks especially for the banks in UAE. I have an experience in Dunia wherein inconsistent answers were given by different customer service agents to address your concern. You wouldn't even know whom you should believe.
My work brings me into contact with most of the major banks here in the UAE, and I can say that none of them that I have dealt with excel in customer service. It may seem biased to say that the western banks present here probably come the closest to the standard one might expect but even they fall short.
What then is the problem? Is it lack of training? Is it lack of investment in recruiting the right people or not "weeding" out those with an apathetic attitude? Is it red tape which causes the issues??
Whatever the cause we are at their mercy, and unfortunately suffering in our businesses ? Why for example is there a charge not only for setting up a standing order, but for every time it is paid out from your account?? Standing orders have been used in my home country for as long as I can remember and at no cost whatsoever!
My latest gripe with the banks is with the Bank of the Year 2011! They are currently overhauling their online banking system. Great I thought, maybe now they will show the details I seek online to be able to cross ref my invoices and receipts, but no too much to ask for! Seems that they now can offer me a token for extra security but at a cost of 600AED!!
Is it too much to ask in a digital world and the year 2012 after all, to be able to submit my completed form for this system online or via email? That way if info is missing or a mistake is made it can be corrected easily without the bank requiring that someone goes to fetch the form and correct it!
Employees should be monitored and targeted on their response rate. If there is a problem then Customer Service should have a turnaround target for getting it fixed. Not the customer having to follow up with the bank only to find they haven't done anything because they are waiting on info! Send the email, lift up the phone.
Listen guys - you're sitting on our money and earning interest on it and for that privilege you charge US for just about everything you do! Time to shape up and get into the 21st century and drag your training departments with you!
You are sooo right Lynn. I am constantly amazed by the way banks here treat us. Put simply, we are a captive market; we cannot function without bank accounts in this region, and to put it politely, it appears that it's a 'level playing field' when it comes to banks from a consumer perspective. The 'take it or leave it' mentality dominates.Which is why we have cashy. We want a better deal. If any of you reading this want a better deal, you need to share your stories. It's the only way we can get banks to change the way they deal with us.
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