The Sweet Service Award goes to PG Glass in Plettenberg Bay for coming to measure for the replacement of a broken bathroom window, and replacing it within one hour, in the late afternoon before a Public Holiday the following day.
The Sour Service Award goes to Nedbank, for its ineffective new bank website. It regularly has problems in allowing one to access one’s specific account pages, and a number of times per week one cannot print the latest statement page – it just has a blank. At branch level the staff are unable to address the customer complaint, referring one to the call centre. When the client requests that she be called by the call centre, no call is received. When the customer decided to seek help right at the top, from CEO Tom Boardman, his secretary was appalled at the cheek of the customer to want to discuss this matter with him, asking what would happen if millions of Nedbank customers wanted to speak to Mr Boardman!. Needless to say, Mr Boardman has not returned the call. The website still allows one to access the “old” website, which is far more efficient than the new website, and one therefore wonders why it should change, as there is no visible difference between the two websites from a customer perspective.
The 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 email@example.com. Past winners of the Sweet and Sour Service Awards can be read on the Friday posts of this blog, and in the WhaleTales newsletters on the www.whalecottage.com website.