I feel bad for the DBS customer care girl who answered my call today. I asked a question on how the bank compounds interests and updates loan balances after receiving payment. Either I couldn’t make my question clear (cuz I’m not a banking professional) or she wasn’t in the right position to give such advice. After a long frustrating dialogue, she started crying.
I had to tell her it wasn’t personal and I apologized for her frustration (I totally consider the possibility that I suck at communication). She said she would get back to me and demonstrated her professionalism by saying the full “thank you for calling DBS good bye” kind of things before hanging up.
I can imagine people in her positions handling hundreds of calls like this and the banks do not always help them find an answer immediately. And I can imagine the banks have protocols to not allow them to hang up early, or say anything offensive over the line.
I wanna take this opportunity to shout out to everyone working in the service sector that you are doing just fine. Don’t let a few unpleasant incidents ruin your day at work.
And to me, I’m troubled myself, because there is a possibility that I’m unknowingly an a$$hole.
Source:NUSwhisper