I was walking into the newly renovated Commonwealth bank on Adelaide Street in Brisbane CBD with 2 shopping bags.
Trying to get a spot earlier or two I walked in quickly I thought I heard a lady greeted me "How are ya?" as I walked past her. Thinking that I am no Tom Cruise material I turned back and said "Good thanks" only to realise she was one of the staff there. I thought to myself "That was impressive".
Ok this is not the first time I am here but still it is impressive.
The queue had only 3-4people in line, the guy in front of me decided to go take a look at the info booklets at the side. So I was 1 spot ahead! I thought"WEee YES!", being Malaysian i thought hey...he might come back to take his spot right ? No he didnt , he went behind me and rejoined the queue.
When it was my turn , I said to the lady at the other end that I didnt bring my passport I only had my Queensland government work ID and my Malaysian IC, she said thats fine and took my work ID. I was like..ok...does that really count?She even wrote down my work ID no. which I dont know even know which one is. Anyway I was impressed that they didnt make a fuss out of it.
After a while she told me to wait, went to the other end to take a pile of cash.While I was waiting I only realised there were 3 staff on the left counter of me trying to explain something to the Japanese girl, 1 of the staff spoke Japanese.
The banker came back and signal me to the other end. She showed me the machine that calculates the amount of cash note. I nodded to her and went back to the counter.This time the Japanese girl left , she was stopped by the "boss"(general manager I guess) asking her if everything is alright to try to make sure she is fine and wasnt "bullied" by the staff. Now that was impressive!
At the other end of the bank I notice 3 other indians walking out happily of a small room with a banker . Whatever it was they were having a good time dealing with that banker.
My banker then recalculate the pile of cash manually and then recount it 10notes at a time and tie it with a rubber band in front of me every time i nodded Yes thats fine.
After all that was done, she told me to wait while she was going to get an envelope for me. She came back puts the money into the envelope nicely , gave me back my IDs, and said "Have a good day", I said "you too" as a courtesy, just as I was turning back to walk away I notice she gave a friendly wink(now dont get that wrong here).
Certainly I was VERY impressed with this bank , fast response, friendly, and they make sure you walk away with a smile.
Now that's customer service! I thought they would be any other bank who renovated their bank just for a physical revolution, but hey I think they have re-engineered their services too.
Shouldnt all services be like that? I am one happy customer with Commonwealth Bank now.At least the one in Brisbane CBD Adelaide Street.