Devan Moonsamy 

Earlier this week a video circulating online showed a woman trashing a bank at a branch in Cape Town while she was naked. The video has sparked discussion around her frustration and what could have been the reason for her feeling she needed to strip of her clothes to send this message. 

Before we look at the damage done by the woman to the property, or even try to understand what the staff are going through we should take a moment to think about what lead to this woman behaving in this manner. 

Consumers should be afforded good customer service. There shouldn’t be any reason for a customer to feel unsatisfied with our services. The reality is that over time people have just accepted that bad customer service is normal and the only way to get help is to throw their toys or in this case clothes out of the cot. 

Maybe this incident is what we need to spark the discussion around customer service and how to better assist disgruntled and unsatisfied customers. The reality is we are moving into our peak period. Tension will be high and we need to address our customer service capabilities to establish whether or not our staff can handle a situation like this. 

  • Staff members should be better prepared and understanding to the circumstances. If you are the bringer of bad news, do so carefully. Do not be insensitive or robotic. Understand that people might seriously be depending on what you have to say. And if you have a nonchalant attitude, you will see the person being frustrated and upset. 
  • Put yourself in the customers shoes. If you were in those customers position, how would you feel being denied something. If it’s a refund or an exchange or a denial of a loan or credit increase there must be a better way to break the news to the customer. 
  • Before shouting out to your manager or raising your hands up indicating there is nothing more you can do, ask yourself if you have done everything you can to assist the customer. Chances are your manager might make a world of a difference and change the situation but find out exactly what your capabilities are in handling a specific situation and then make a call. 
  • You are the brand ambassador of your organization. People don’t see your name tag they see a person working for that specific organisation. So, when you are not giving good service, the customer sees that everyone in the business will have the same attitude and they would be inclined to not support you anymore. 
  • Training is key. As team leaders, managers and supervisors identify the areas in which staff require training. Use training to enhance the skills of staff and to identify any gaps which could be the reason for staff not performing to their best. 
  • Always remain calm. Don’t panic and mimic the customers behaviour. Assess the situation and remain calm. It won’t help if you also express anger and react disrespectfully. This moment will pass but if there is a threat to your safety 

As much as we are focusing on the outlook of how businesses need to be more mindful to our needs as consumers, as consumers we should be mindful of the way we conduct ourselves. It goes without saying that the customer’s needs are a priority and must be met, but we need to be realistic and understanding to certain circumstances that might be beyond the control of the business. 

Before shouting for the manager or writing a scathing email or Facebook post, try to see how the branch can remedy the situation. Sometimes it could just be that one person has dropped the ball. In that case there would be due processes in place to ensure this does not happen again. 

Unfortunately, personality clashes and lack of service delivery can fuel you anger in a specific situation. Be mindful of your surroundings and as we have advised staff members to feel your plight, you should also put yourself in their shoes.

Devan Moonsamy is the CEO of ICHAF Training Institute, a South African TVET College. He is the author of Racism, Classism, Sexism, And The Other ISMs That Divide Us, AND My Leadership Legacy Journal available from the ICHAF Training Institute. 

The ICHAF Training Institute offers SETA-approved training in business skills, computer use, and soft skills. Devan specialises in conflict and diversity management, and regularly conducts seminars on these issues for corporates. To book a seminar with Devan or for other training courses, please use the contact details below.

Tel: 011 262 2461 | 083 303 9159 |

Email: admin@ichaftraining.co.za devan@ichaftraining.co.za | 

Website: www.ichaftraining.co.za |  www.devan-moonsamy.com