The Post Office, the Bank and my lost initial
A month ago, or so, I received an SMS from Standard Bank to inform me that my new credit card has been dispatched via the Post Office and would reach me in, I think it was, 14 days.
I just received an SMS from the South African Post Office. It reads “Mr N Prinsloo, the South African Post Office would like to thank you for collecting your Bluebean credit card from Polokwane Post Office”.
I, for one, has been quite impressed with the level of service from the Post Office lately. Except for the postman who can’t figure out that our townhouse complex and a street in the suburb carry the same name. O, yes, and then there is another exception … this one.
A month ago the Post Office refused to hand over my card because I have two initials and the letter I produced instructing me to collect my card, had only one. I called the bank’s 086 number and informed them that I could not reasonably be expected to (again) prove my identity before they can issue a letter with two initials, when they have been in possession of my personal information for more than a year.
Which brings me back to the SMS I received.
It is good that institutions such as the Post Office increase the levels of service delivery and that banks make it easy for you to get credit cards. But service delivery is so much more than sending out SMS’s
Service delivery has less to do with “client management” and more with creating community by involving yourself with their well-being and the service your clients receive. IT IS TWO WAY TRAFFIC
Technology can only increase the level of service delivery if the people using it also increase their level of service delivery.
On Thursday I received a call from a lady at the credit card section who informed me that I did not collect my credit card. I explained the situation to her and mentioned that they were in possession of a letter I faxed to inform them of the Post Office’s refusal to release my credit card. “Well”, she said, “I work in another section, so I don’t know. I will then just destroy the card”. Because, she said, the card in her possession also only has one initial. That is where our discussion ended.
I checked on my existing credit card and lo and behold, it has two initials! Which had me wonder: why must I suffer because the bank got rid of one of my initials?
So, to the Post Office: get your people to properly manage the technology you so adequately employ in client service.
To Standard Bank: get your people to manage our relationship rather than waiting for the Post Office to return the card before giving attention to the problem (you have a letter from me explaining the situation).
Because, after both companies have given the service they pride themselves in, the reality that remains is:
I never collected my credit card.
I don’t have a new card.
I am less one initial.
And that, dear reader, is pretty much the story of my life!
PS: On Friday I used my credit card to pay for car repairs. The card was refused. It appears the lady at Standard Bank did not only destroy my new card – she also cancelled my old one. Does that mean I don’t have to pay the balance outstanding?
I don’t think so!