Will you get a Pearl or a Pebble? – The Service in Customer Experience
“Is a single bad apple enough to spoil the entire bunch?“
That question echoed in my mind as I pulled out of the sleek parking lot of Oasis Bank on Osu
Oxford Street.
It was January 2, 2024, and I was determined to start the year by taking charge of my finances.
There was a bustling sound of people busy with various activities. The air was thick with the scent of freshly cut grass as I stepped out of my car. A cheerful security guard, his crisp uniform gleaming in the morning sun, had guided me to a prime spot.
“Welcome to Oasis Bank, madam,” he beamed. “I hope are fine today.”
His warmth was infectious, and I found myself smiling back. My friend Ewura-Esi’s glowing reviews of this branch had enticed me to make the 25km journey from my village in Oyarifa. As I walked towards the entrance, I couldn’t help but feel a tingle of excitement.
The banking hall was a revelation. Soft jazz melodies wafted through the air, mingling with the gentle hum of efficient air conditioning. The space was awash in soothing blues and greens, with clear signage guiding customers to various service desks. A smiling floor manager, a petite woman with kind eyes, approached me.
“Good morning! Is there anything I can help you with today?” she asked. “I’m here to open an account,” I replied, my excitement building.
“Wonderful! Please have a seat, and someone will be with you shortly. Would you like some water while you wait?”
As I settled into a plush chair, sipping cool water from a paper cup, I couldn’t help but compare this to my soon-to-be ex-bank. The difference was stark, and I found myself humming along to a familiar tune playing overhead.
Finally, my turn came. I approached the Customer Care Officer (let’scall her Pebble), a strikingly beautiful woman with an immaculate hairstyle and a practiced smile. My heart raced with anticipation.
But before I could speak, her phone rang. Her smile vanished as she answered, her voice sharp and irritated.
“I told you not to call me at work,” she hissed into the receiver before abruptly hanging up.
The sudden shift in her demeanor was jarring. As I began explaining my purpose, her impatience became palpable. Her eyes darted to the clock, then back to me, a clear “hurry up” message in her gaze.
When I realized I’d left my Ghana card in the car, her exasperated sigh felt like a physical blow.
“I’m sorry, but I can’t help you without proper identification,” she said, her tone devoid of any real empathy.
Deflated, I stood up. “I understand. I’ll come back another time.”
As I turned to leave, I overheard a nearby customer asking about Pearl, the staff member Ewura-Esi had praised so highly.
“Oh, Pearl’s been transferred to our Tema branch,” the floor manager replied cheerfully, oblivious to my experience.
Outside, the security guard’s enthusiastic farewell felt like salt in my wound. Sitting in my car, I wrestled with conflicting emotions. The bank’s structure and most of its staff were impressive, but that one interaction had soured everything.
Over the next few days, I couldn’t shake the experience. I kept returning to key realizations:
1. A team’s service is only as strong as its weakest link.
2. In customer experience, every interaction counts.
3. Attitude trumps everything else.
4. Effective monitoring and feedback systems are crucial.
5. Continuous training in both skills and emotional intelligence is non-negotiable.
A week later, I made a decision as a CX enthusiast. I would give Oasis Bank another chance, but this time, I’d provide feedback about my experience. After all, how could they improve if customers remained silent?
Now, I turn to you, dear readers. Have you ever had a similar experience where one person nearly ruined an otherwise excellent experience? How did you handle it? And what advice would you give to businesses to ensure consistency in their customer service? Share your thoughts and experiences in the comments below.
Together, let’s explore how we can foster better customer experiences and hold businesses accountable for their service promises.
National Organizer, CXP Ghana
