The Sweet Service Award goes to Westpac Bank in Australia. A customer received a letter stating that the bank would close the account due to inactivity on the account. A deadline of 31 December was specified. Due to the time difference between Cape Town and Sydney, it was hard to speak to someone in the bank. However, a gentleman in the bank was working late, and offered to help with the closing of the account and transfer of the funds to South Africa. Despite a posted letter being required for this request, the bank accepted a faxed letter. The funds were transferred from the Australian bank account into the South African bank account within 24 hours!
The Sour Service Award goes to Core Catering Supplies. Chairs were ordered. An arrangement was made to hand over a cheque for the chairs, as well as for some trays bought previously, to the lady delivering the chairs. A time was agreed for the delivery, to ensure the cheques could be handed over. The Core employee did not arrive at the agreed time, and no call was received to communicate this. The customer called Core, and told them that she was leaving the property. The Core employee arrived while the customer was out, and left the chairs in the care of some handymen working at the property. The customer subsequently posted the cheques. She was shouted at by Gregor, the sales person at Core, and a rude e-mail was written about the payment not having been received COD. The customer referred Core to the employee who was late, and caused the problem with the cheque collection. The Core shop in Woodstock has poor service in general, and therefore delivery of goods is preferable to experiencing the slowness and disinterest of the Core staff in the shop. However, the delivery service is almost equally bad to that of the shop.
WhaleTales Sweet & Sour Service Awards are presented every Friday on the WhaleTales blog. Nominations for the Sweet and Sour Service Awards can be sent to Chris von Ulmenstein at firstname.lastname@example.org.