MPCB of vacoas

The Mauritius Post and Cooperative bank in Vacoas! I guess most people at least once in their life have surely been to the MPCB.

As said in the website http://www.mpcb.mu/ of this prestigious bank they have a passion for CUSTOMER SERVICE!! How far is this true?

Today i went to MPCB of Vacoas to register a simple letter which cost Rs 15. Its a really quick procedure, everything is computerized. Ohh yes it is true.. in less than one second my letter was registered. Wow wonderful! What a great service…

Lets get to reality

Before i register this simple letter i had to wait for 15 minutes!!! Is that passion for customer service?

In all there were 3 tellers working. In these 3, one was closed and was busy counting i don’t know what!!! Why i had to wait 15 minutes?

Actually they have many POLICIES!!! One of the aims of the MPCB of Vacoas is innovation. While i was in the long queue i read that on some stupid poster there. What a great innovation ?

There should be only one queue…a post officer told me that!! Even though people reach outside the bank its ok!!! It doesnt matter! No problem even if it is raining outside!! Doesnt matter..! The policy is to have only one queue!!! The policy of the MPCB!!!

So evidently when i reach to the first teller, the person behind me automatically moves to the second teller.

The bad part…there is a long queue and the tellers are really slow in their work. Slow is a very gentle word here…Lets say like a snail??? Due to that policy of having only one queue there is a great mess at the door..with people like in a market. Point to be noted: There is no one at the door to guide us customers. This is Passion for customer service!!

Why the tellers are slow?

AS we all know the MPCB offers many services. So when you reach to the first teller there you can register letters, buy stamps, parcel, pay fine, pay your telecom bills, banking services as well..

Wont it be simple if there is only one teller who take care to register letters, sell stamps..its really quick but no..It is their policy!!

After my 15 minutes and one second, i asked the teller if i can speak to the head of the department. She said yes of course…wonderful lady…Passion for customer service!

She asked another teller – a guy to direct me to the head. And guess what? The person asked me:

teller [the one who was closed]-” KIfaire ou bisin joine head “

yusha ” pu un complain personel sa”

There was approximately 50 persons in the bank.. so what are you thinking? yeah i am going in an nice office where the head of department is going to tell me have a seat.. would u want a coffee?…bla bla bla???

Get back to reality

The head of department was actually working in a teller place!!! I was quite surprised..Well there was no privacy. I was in a hall of 50 persons.. and there the head of department asked:

“Ki ou ena pou dir?” – Passion for customer service!!!

There was no privacy, no way out and i had to tell him my complaints before 50 persons.. And guess what he told me?? He told it is there POLICY to have only one queue! Finally after i talked, other people started to question him about the services too..complaints started to rain!!!!

I was a bit busy so i had to go..to Bazar! Yea leaving one bazar to go to another one

Passion for customer service…indeed!!!!