Customer service goes way of many branches
BOB JANSSEN, GOLD COAST
THE interpretation and relevance of “customer service” has shifted from the customer to the alleged supplier. For those of us who can remember a visit to our local bank to personally discuss our needs with someone we knew, someone who understood our financial position and capabilities, arm’s length and impersonal electronic banking does not meet the criteria. According to ANZs managing director of retail Katherine Bray (GCB, 15/2): “The ANZ has seen a significant spike in customers choosing digital options.” Katherine goes on to say: “Whenever we have to make the difficult decision to close any of our branches, we notify our customers and let them know about all the alternatives they have available.” Admittedly ‘tap and go’ and the ATM are conveniences although the latter is rapidly disappearing as we are seemingly forced to accept a digital rather than a cash economy. But what about the complications of a loan, a trust fund, the self-managed super fund to name some? Thirty-four per cent of the Australian population is over 50, a demographic that relies on personal contact and relationships both socially and in business. Their concept of customer service is at odds with Katherine Bray’s perception and statement. As a business operator, imagine my consternation when I went to discuss one of the above matters only to discover my Nerang ANZ branch was temporarily closed and I had to travel to Ashmore and deal with a perfect stranger? The closure turned out to be permanent and I thought of the many businesses and customers in Nerang that would be similarly affected as the Commonwealth Bank had also skipped town some years earlier. Yes, I was informed, but after the fact which I interpret as “take it or leave it.” The banks can put all the spin they like on it but closing branches is not about delivering better customer service, not when we become an account number, an asset or liability, a piece of information stored in digital form upon which some stranger will make a decision based on policy as to our worth. And if it’s anything like the Ashmore branch, we will do it standing up in front of keypad and computer screen. Good customer service is based on reliability, trust and confidence reinforced with personal contact and exchange of productive dialogue. I wonder, do you think the big banks comply?
WHAT a shame all to many who have dogs forget to give them the attention they require. Instead choosing to leave them alone for large periods of time. Not only are these “must haves” fretting but those who live near them are subject to their incessant barking. This in itself is annoying but far too many of these selfish “humans” couldn’t give a tinkers.
D.J. FRASER, CURRUMBIN
ONE could bury one’s head in the sand deeper than ever (at least to maintain one’s sanity) but it is high time to face the reality that unfortunately what we thought regarding the passing of COVID in this New Year is not going to happen! Our world scientists are now particularly concerned regarding the variants of the virus in South Africa, Brazil and Kent. COVID has now decided to take one step further and extend their family by “marrying” other mutant strains and therefore producing/evolving many highly infectious offspring than before. They don’t need the latest technology to advance their devastation as they naturally are smart enough with their selection processes to dodge the antibodies within our immune process and thus penetrate the human cell. On the bright side, the virus may eventually adapt to us and be less transmissible. We all have to have a glimmer of hope! I feel that for the lucky ones who have not succumbed to COVID will have to endure a lifetime of multiple anti-virus jabs as this virus has now got “grass roots” on our planet. If it takes just one nebuliser (vital for patients with respiratory disease to breathe) to disperse its medicinal mist and infect those in close proximity as was recently reported in a Melbourne quarantine hotel, then indeed we all must pay good attention to this real problem. The recent comment by Daniel Andrews that “Victoria’s hotel quarantine is better than NSW with higher standards” just doesn’t cut it. Our short-term memory is not that short! We are not interested in the power play between those two premiers! They are paid big salaries to protect us and not their ego. Our politicians/health advisors must address and revisit the hotel quarantine containment issue now as this is the real “elephant in the room”! The quarantine environment needs to be somewhere remote and less populous, at least in our “Lucky Country”, otherwise we won’t hold on to this iconic name. When all seems clear on the Western Front, it is probably not and we all must have ongoing physical distancing and take at least standard precautions to protect ourselves and others. It is only human to have a few black sheep in our flock who still remain oblivious to the reality of the existence of COVID but that is their little “bubble” which I sincerely hope doesn’t burst!
PAM DELAHUNTY-HUNTER, BIGGERA WATERS
WHAT a marvellous idea. There are vehicles that quietly proceed through our suburbs now and a pedestrian walking a dog cannot hear them approaching. Can’t do much about that but a reduction to 30km/h would assist in reducing accidents. Another option for Council is to propose a fine for “undue noise” which has become popular in the suburban streets. Very dangerous when combined with speed to get the revs up.
ALLAN BATE, ASHMORE