again ooo…I remember this event when I was in Calabar…so I decided to leave
the gist for today as a sharp geh that I am na!!
customer…female…walked into the branch on Friday morning…the counter was
crowded thanks to T24… their head been dey touch that period…downtime just
dey fly everywhere…
sef!! Ehen!! She walked straight to me and asked if my branch was the only
branch in calabar…and I said yes!!
ah?? What did I do?
shouting…”Do you know where I am
coming from? All the way from Mount Zion street… all other banks have 50 branches!!
And you people have just one!!
See me see wahala oo!! Chicken no dey bounce for night…warrapun?
shouting…”even CBN has 6 branches
and you have one!! Someone will be going up and down just to locate your
bank…you don’t even know that someone is in the hospital dying…and I am
looking for sterling bank”
brethren…By this time…I was already getting pissed…when you work in a
bank, you breathe eat think emotional intelligence. See me see struggle!!
Should I answer her?? Should I keep quiet?? (In my mind I don hold the sister
squeeze her mouth finish). Thank God for our desk o…I was tapping my feet
under per second billing…my mouse and keyboard suffered that day because I
was just hitting them anyhow.
my left shoulder and whispered, answer her joor!!! Who she be? Give her fire
for fire!! You know when someone is deliberately trying to provoke you and the
devil wants to play 10/10 with your destiny, I jump and pass!!
spitting fire, talking and complaining as if I am in charge of branch
allocation…I looked up to the heavens…and down to earth….and said..”My father!! My Father!!! I now know why you
gave me this job…to teach me patience…tolerance and empathy…”
because Andikan 2years ago…u wey know???chai!!!
jumped on my right shoulder and said…sisterly forget!! By the time you finish
answering her…you will come back to your desk and you cannot login again… your
job is gone… 2mins of madness will take this away…
she finished. Then she met me to check her balance (let me not even go
there)…..when she was calmer…I asked where she got a cab from…she
described the place.
knew she was JJC and used her head to soak garri.. they carried her round and
round just to cheat her…I explained to her that 95% of the banks in calabar
have just one branch. All the 50 signboards she saw and thought were branches
were just deception… I even gave her proper directions to the next bank she
of my epistle?
play. Emotional intelligence is haaaaaaaaaard!! Learning to accommodate people
and their faults takes consistent practice, patience and tolerance. Some of my
closest customers started off roughly with me but over time I have won them
over by embarrassing them with calmness and excellent service.
listen and slow to act/talk. If I had given her word for word, it would have
been messy. After i explained what the cab guys did and helped her out with her
account details, she was smiling. The same lady who left someone “dying” in the hospital stayed an
extra 3hrs in the bank gisting with one fine brother, what is my own sef??
Lemme coman be going.
meet the good, the bad and the ugly daily. Let our experience with a customer
not deter us from the good we do, be the best at what you do, be courteous to
colleagues and customers…. be indispensable…..
about how you calmed your angry customer… what did you do? Did you enter the
rest room and scream? Did you smile at the customer but beat him blue black in
your heart?? (I am guilty of this one)……..
Here is what Andikan Inyang also known as ‘Sparks’ has to say about herself………………….
a Chemical Engineering graduate, former Immigration Officer and present
day banker…..and most importantly, a foodie, I hide behind my
pen…….therein lies my strength. I hope to pursue a career in writing
and explore the world of poetry. So help me God.
Oluwole Olusanya is the Founder and Chief Executive Officer (CEO) of one of the fastest-growing lifestyle and entertainment website in the country. He is a banker, writer, blogger, public affairs analyst and a tax consultant. He anchors Trending Topics on SHEFFA where he shares his thoughts and opinions on trending issues.
He is currently studying for a Master’s Degree in Business Administration at the University of South Wales, Wales, United Kingdom. He has diplomas in Banking and Finance, Investigative Journalism, Creative Writing, and Linguistics from Lagos State Polytechnic, Isolo, Lagos, University of Strathclyde, Glasgow, Scotland and The Open University, Milton Keynes, United Kingdom.