I’ve always wanted a position as a customer service officer. For starters, I had this feeling that a customer service role would be my first step up the corporate ladder. Did i get one? Hell ya I did!.
My present role gives me a deep sense of satisfaction when problems are solved and needs are met, it’s magical!. Humans are not 100 percent satiable. Regardless, top-notch customer service delivery is the goal.
People come and go through the dead man’s door daily. The drama, the saga, the impossible request, the understanding, the impatient, and above all the unruly ones. We all have our favorite customers or I have my favorite customers, (Lol). If I’m been biased, please show me a little mercy but I anticipate their arrival monthly.
My top three customers share 3 basic similarities;
They are retired folks,
They are advanced in age,
They come at month-end. Month-end screams pay time(yay).
This is an introductory journey, thrilling and exciting. Permit me to introduce you all to my top three clients.
1) mama as I usually call her is quite outspoken and extroverted. She has a funny expression for practically everything. Wrinkles and fine lines show age is not on her side.
I remember the first day we meet(lol). she mixed up her debit cards and didn’t know which belonged to the saving or current account. She was looking all confused already. I had to calm her down, assuring her it was a situation that could be remedied.
Mama came in with two requests. Debit card replacement and an over-the-counter withdrawal. I filled in the cheque for her, made sure she signed appropriately, verified her BVN (Bank Verification Number), and headed straight up to the cash unit to process her withdrawal.
She was so happy as to how seamless and easy the process was and offered a word of prayer for me. Since she visits once a month, I asked her to check back on her next visit for her debit card.
Here’s the prayer she made for me; God bless you, my child. Bless your husband if you have one and if you don’t, God gives you a man after your own heart. (Amen)
She visits the branch monthly and I take it upon myself that she doesn’t lift a finger.
2) There are two Babas. So let’s call this Baba, Baba A. Baba A is a dark-skinned, slim, aged man. Baba A is visually impaired and always comes with his teenage son to make withdrawals monthly. Baba has a checkbook to his name and would rather withdraw in-house than using the ATM.
Baba A usually greets in Arabic “asalamualiakum,” as he’s fond of greeting. Balance za à duba man (kindly help check my account balance). His son hands over his checkbook. I check his effective available balance, fill in the checkbook with the required amount. He goes on to say “Nagode” (thank you).
He then heads towards the cash section with his son leading him to make withdrawal. When he’s done, he proceeds to my desk to say “a tashi lafiya” (close well) before he heads for the exit.
3)Baba B is on the quiet side. He usually comes alone and at month-end too. Baba is light-skinned, average height with wrinkles setting in. Baba B makes a grand entrance by walking in slowly and not uttering a word until noticed. He gives off a smile, raises his hand as a courtesy sign, and goes on to say hi.
Baba B has a checkbook in his name. Thus, he makes my work easier. As with the others, I check his effective available amount, fill in his cheque, make sure he signs appropriately and send him to the cash section for withdrawal.
Few months back, Baba visited the branch like his colleagues usually do but his pension was not remitted into his account yet. He was worried as others had received theirs and he was yet to get his.
I assured him there was a slight delay and it happens like that sometimes. I asked he checked back the next day. He was so happy that he grinned out of excitement.
It’s been two months since Mama’s last visit. I miss her energetic being and the aura that comes with it. I miss her the most as her visits are dramatic, she makes me laugh even on bad days. I’m guessing she’s indisposed and hope she’s fine wherever she is.
Baba A still visits monthly, with his son. Baba makes sure he withdraws every single penny. I attempted writing a cheque with a whole sum before, he rebuked me instantly asking I add the little change left. Truth be told, he’s entitled to every single penny.
Baba B still visits all calm and peaceful. He wouldn’t beat the queue and will gladly wait his turn. I’ll love to say he is a peace-loving fellow.