THE ONSLAUGHT IS ON!

Sir,

Poor and rude treatment by some businesses in the country, continues unabated. One is at sixes and sevens, wondering who will come to the rescue of poor, desperate and cash-strapped Eswatini customers, who have no other option but to submit to this scourge.

Once upon a time - donkey years back - there used to be a toothless association if my memory serves me well, named Swaziland Consumer Association...or whatever they chose to call themselves. I say ‘chose’ because in the midst of the suffering of the public, the association is as dead silent as the graveyard.It has remained toothless for years and only goes through the motions of barking when its comment is sought by the media.

Poor customer treatment has in the past been a domain and fiefdom exclusively reserved for a majority of Asian shops. Sadly, this has dratically changed. Almost all businesses in the country have joined the fray. Employees in many of these businesses have turned into qualified experts at frustrating customers who come to spend their hard-earned, pittance Emalangeni in the country’s businesses spread across the lenght and breath of the country.
It is getting seriously worse.

EmaSwati are under an onslaught of shoddy customer treatment and nobody cares. We have resigned ourselves to “kufela ngekhatsi”. The less said about the rude, lackadaisical and arrogant treatment in some government offices, the better! For praise and speedy service, I single out the Manzini Revenue Office. Those ladies and gentlemen know how to treat customers. I stand to be corrected.

It is deflating that even some banking institutions employees have adopted the poor, customer treatment culture. During my days as an employee for the former Barclays Bank - way back in the 80’s - customer treatment was immensely valued.

poor treatment

If a customer complained about poor treatment from any employee, woe! unto that employee! We were sent for weeks to attend courses based on customer treatment etiquette. That is why Barclays Bank was the best local bank.
Today, it is a different story.

After being subjected to exorbitant and inexplicable bank charges in some banks, imagine being subjected to arrogant and rude treatment by some employees who benefit from the money customers bring to the bank in the form of mouthwatering salaries?

I got a rude awakening last week in one of the oldest banks in the country, which  prides itself with a catchy slogan, in its bid to woe customers. I wanted to open a sole trader, business account. Weeks earlier I went there to enquire about the requirements. When I brought the documents, thinking it will be smooth sailing, the requirements changed and I was rudely told to go sort my company registration documents with the relevant government ministry. What irked me the most was the lady’s attitude. It sucked - period.

She just didn’t have the time to explain courteously to an old geezer like me as to what I needed to do or bring. In simple language, she yearned to be rid of my grizzled demeanor - period. Being the smart, street savvy, old madala ... I read between the lines that ‘ngiyamcasula’ and it was almost her lunchtime and all she was intent on was to wind up and leave - to blazes with likhehla like yours truly.

There is a school of thought doing the rounds that if sowugile...uyenyanyeka. This is how I felt as I picked up my lousy documents, fuming in futility, tail and self-esteem neatly tucked between my wobbly legs and went out as fast as my old legs could carry me, out of that lavish but unwelcoming office.
I made a vow to myself in sheer frustration, that “ never, ever again will I set my foot inside the blue walls and alluring signs of that bank.... EVER” Deep inside my agitated heart, I asked rhetorically, “ Does she even care?”

register my complaints

I later called the bank’s Call Centre to register my complaints, not prepared to give in. I was transferred over the line to the branch in question. After an elapse of time and in my agitated state, a laid-back, lady voice enquired how could I be helped. The minute I stated that I wanted to lodge a complaint about poor treatment...the line was dropped on me! I gave up. So much for courteous,  customer treatment! What sickens me most with some businesses is that they buy huge advertising space in the mainstream media, enticing gullible emaSwati to open accounts with their businesses, only to be treated like trash.

Central Bank... kindly do something about this travesty of customer treatment! And oh! I am pretty willing to name and shame the culprit! My contact details are below. Sakha live laphana, beKunene. Shalom!

Alex Nxumalo 76058449

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