Union: fixing those long lines a challenge for banks

Improving customer service in the local banking system is still a challenge, a bankers’ union head says.

Sailesh Naidu, national secretary of the Fiji Bank and Finance Sector Employees Union made the comment at the union’s annual general meeting on Saturday.

Mr Naidu said they had noted many complaints from the public about lines in banks and longer waiting times.

Comparing it to wait times at hospitals, Mr Naidu said: “Wherever you go in the world, waiting time is a concern.”

He said he hoped the banking industry could record and have data of waiting time, so that solutions could be found in the near future. Mr Naidu thinks bank workers can contribute to a solution. “We expect bank workers not to just meet the expectations but to exceed it,” he said.

“We need them to go the extra mile and to put on a smile and to appreciate that it is not just a job but they are part of a billion dollar industry.

“In fact, customer service has not only come under scrutiny in the private sector but also our public sector.

“Of course, great or excellent customer service is the aim - I think Fiji has great potential (in that area), but if handled well, trained well and cultivated, it can go even higher.”

He said customer service in Fiji, in particular banks, needed to improve, especially when Government is pushing to better the service sector.

“Fiji has improved their productivity, which we all can vouch for,” Mr Naidu said. “However, the customer expectations are increasing day-by-day.

“This is not in Fiji or Pacific or the oceanic region, but all over the world.

“Whether it is a product or service-related field, consumer certainly expecting much larger recognition toward their money spending. “Government is doing excellent work in all the sectors, including agriculture, infrastructure, health, technology, tourism, commodity, retail and all other remaining sectors.

“From ordinary citizens to corporate executive will appreciate that because of existing Government policy and its implementation, residents of Fiji are enjoying the growth and basic utilities and infrastructure.”

But, he added, customer service had to improve alongside these advancements.

Mr Naidu said he hoped the banking industry could record and have a data of waiting time, so that solutions could be found in the near future.