Leopantro: interesting. shows the power of social media

moscobabs: Is like God they Nairaland oooo.......I will update my experience in this GTB Ogba branch today maybe the lady could be sacked.

Okija_juju: OP




I hope you know say you just remove food from person mouth for this our harsh economy...

Anyways.. Sometimes its necessary.

How can I also get somebody sacked at Etisalat biko nu?! Those thieving bastards have stolen over 13thousand Naira in credit from me..

ukcars:

There is nothing interesting in someone being sacked

chosen04:

*****shakes head****

This is truly disgusting! Its appalling that same people who cant do anything when the political leaders are stealing the country blind can go at any length to have their fellow ladder-trying-to-climb citizens sacked! Its truly a curse to remain at the ladder bottom with some peeps

What has happened to forgiveness as recommended by our saviour?

Sacked staff! its all your fault! if not, you should have stolen from the bank and climbed far beyond the bottom of the ladder, if that was the case, there is no way this your fellow bottom laddered friends, sorry enemies would have got you sacked.

*****And they develop cold feet when politicians are involved*****

chosen04:

*****shakes head****

This is truly disgusting! Its appalling that same people who cant do anything when the political leaders are stealing the country blind can go at any length to have their fellow ladder-trying-to-climb citizens sacked! Its truly a curse to remain at the ladder bottom with some peeps

What has happened to forgiveness as recommended by our saviour?

Sacked staff! its all your fault! if not, you should have stolen from the bank and climbed far beyond the bottom of the ladder, if that was the case, there is no way this your fellow bottom laddered friends, sorry enemies would have got you sacked.

*****And they develop cold feet when politicians are involved*****

gboss4sure: Nothing much, banks doesn't allow their customers to be treated badly. One guy @ gtbank was nearly sacked because I sent an email to gtbank stating my frustrations with the customer service. Later on I have to weigh in and apologize on behalf of the guy, dats wot saved him his job

chosen04:

*****shakes head****

This is truly disgusting! Its appalling that same people who cant do anything when the political leaders are stealing the country blind can go at any length to have their fellow ladder-trying-to-climb citizens sacked! Its truly a curse to remain at the ladder bottom with some peeps

What has happened to forgiveness as recommended by our saviour?

Sacked staff! its all your fault! if not, you should have stolen from the bank and climbed far beyond the bottom of the ladder, if that was the case, there is no way this your fellow bottom laddered friends, sorry enemies would have got you sacked.

*****And they develop cold feet when politicians are involved*****

Egba girl:

I am not familiar with the story but form what the OP wrote, it seems the customer only came to Nairaland to vent their frustration and not demand that the staff be sacked. It is rather unfortunate that it got to the attention of management. I don't think the customer is to blame for expressing their opinion on something of that nature. It's the same as giving reviews about a product/service (which I think many people find useful).

Now as per the punishment, maybe management should have suspended him/her or whatever but in no way should a customer be blamed for the shortcomings of an employee. It's all about the customer in the business world. Without them, you have no business. Gotta stay on top of your game. It's about time people took customer service in Nigeria seriously!

gboss4sure: Nothing much, banks doesn't allow their customers to be treated badly. One guy @ gtbank was nearly sacked because I sent an email to gtbank stating my frustrations with the customer service. Later on I have to weigh in and apologize on behalf of the guy, dats wot saved him his job

Leopantro: believe me, if you have been at the receiving end of an obnoxious egotist bank staff, you will understand my comment. I have suffered under such staff, especially in regards to UBA. i hate uba so much that if I have to send money to anyone and the person mentions UBA, I will demand for another bank account or the person will come and pick up the money in person. some years back, UBA sent their staffs to our company to encourage us to use their services. the angry way I responded to them, people had to hold me back. It's not the bank itself that caused it, it's their staff. they have lost a customer and I would do everything to convince anyone else not to use their services.

now imagine the same effect of that one staff on ten customers in a day, multiplied by 7 days and understand the negative effect it would have. I however believe they would have suspended him and made him go through customer satisfaction classes again but I don't own the company. he now knows that it is the same customer you disregard that provides food on the table.

eyoiba: I know you all still remember how a Nairalander dissatisfied with how he was treated at one of the UBA Branches took to the forum to express his frustration while trying to open an account with the Bank.

Well, when I got home I discussed the issue with a neighbor of mine who is a staff of UBA and also a Nairalander. He told me he has also seen the post and was very sad about the incident, that was on Thursday, 12 of September.

I got a call from him this morning that the bank’s Management got know about the issue posted on Nairaland (some UBA staff who are member of this forum promised to take up this issue and I guess they did) and the matter was investigated and the CSO (the guy that collected the account opening form from the Nairalander without doing anything) has been sacked and the BOM (the senior officer whom the CSO referred the Nairalander to) was placed on one month suspension without pay.

I didn’t believe it until my neighbor sent a clip of the weekly in house newsletter where the issue was reported (See below).

Though Nairaland was not mentioned in the article, but you will know that the case is the same as the one posted on Nairaland. Most of the time the Management don’t know what is happening at the branch level considering the size of an organization like UBA and some staff just act as they please even though the management frowns on issues like this especially when the Management is making strong efforts to reposition the Bank as a quality service provider .

I commend UBA for listening to the public perception of their services and taking immediate step to punishing the erring staff. This is shows the undeniable great influence Nairaland has on our society. Nairalanders, I hail thee!!! Afi igba te je ki she bo lowo bobo yen! (Your efforts led to the sacking of the guy!)
Below is the article:

point5: Interestin..but such treatmnt shud also go for most silly staff of First Bank Nig.PLC,,dey sob a lot..

Nutase: Remember the world rotates ......what goes around comes around. The guy has lost his job and some people are rejoicing over it. It could have been any of us. Think of his family and all his dependants. They are all back to square one.
May God help us all.

ukcars:

There is nothing interesting in someone being sacked

Exponental:
I'm not really happy about d sack thing but truly, when u feel d hit, u will react.
Let me share my fiancee's experience with this same UBA some yrs back:
she was to pay a token of 2k to a relative who urgently needed d cash. She got to d bank @ abt 3.57pm (by her own time) n was told its 4pm. She begged but it fell into deaf ears. Some minutes after 4, she saw someone coming out (but within d compound), she explained to d person n handed over d cash to him to help deposit (on trust). Lo n behold, d security went into d banking hall, explained to d tellers, n he was denied payment. He returned d cash angrily n she left d bank disappointed. That was d reason she closed her account with UBA. Her phobia for d bank has grown dat she cant even apply for a job there.
.
If u were in her shoes, what would be ur reactions?

ukcars:

There is nothing interesting in someone being sacked

AjanleKoko: It was wrong of UBA to fire that employee in my view.

It's not just about sacking someone. Companies in Nigeria need to do a lot more to train their staff on customer service.
This one sounds like eye service/scape-goating to me. It's not only about paying people lots of money, but instilling the right attitude through training in the employees. That one person was sacked does not mean someone else will not do worse next time. Even worse, it reinforces a negative attitude in the other staff members.

Punitive action is fine, but not firing. Are they going to fire someone every time there is a complaint? Why not be proactive and train employees, develop customer service KPIs, and monitor the customer interfaces for compliance?
Typical Naija draconian approach