I am surprised to find out that some financial institutions like FINA Bank have still not fully understood the meaning of the word “customer care,”- a major tool in business competitiveness, especially in the financial sector.
Well, it’s not the first time that I have got to bad terms with their bank officials after suffering from some poor services.
The other day I went to the banks main branch in Kigali to withdraw some money and out of eight tellers, only two were working. It took almost an hour for these two people to serve less than fifteen people, who were standing there waiting.
When I confronted some of the customer care officials on what was going on and why other tellers are not working, the fellow only told me “mwihangane” (be patient).
Was this the right answer to my question; I certainly think not! The bank should know that people have better things to do than sit and wait for hours; we need to be given quality and quick services. Time is money.
Please FINA I have nothing personally against you but we only deserve services that are in line with the country’s rapid development.