Bangkok Bank Kaed Saun Kaew - Heading Downwards

[binjalin]

Bangkok Bank always had a friendly and helpful face for all the years I have banked there but this last year it seems to be taking a nosedive.

Lack of enough staff, long waiting times and REALLY unhelpful young staff who have no conception of 'customer first' is really ruining, what was, first choice for farang here.

The manager changed I know - maybe that was the start of the slip?

[DowntownAl]

Have you spoken to the new manager, sometimes the new guy gets hung up on procedures and loses touch with the floor. Same same in any retail environment. Other wise write a letter: http://www.bangkokbank.com/BangkokBank/WebServices/ContactUs/Pages/ContactUs_Mail.aspx?EmailAdd=EMAIL_GENERIC

[uptheos]

It went down both times Malai moved, first to Borsang and then to Mai Sai.

She is the best!

[kaptainrob]

Try the Suthep Rd branch or move a/c's to Kasikorn. They PB girls in both Suthep Rd banks (just metres apart) are very helpful and not unpleasant on the eye. Free parking at rear of both.

[hellodolly]

If you like every thing else about Bangkok Bank just get another branch.

[true blue]

It went down both times Malai moved, first to Borsang and then to Mai Sai.

She is the best!

that was 5 years ago,at least her replacement,refurbished the branch,ive banked there for years and have always recieved excellent service,mrs buasarot was approachable,but did not seem to be very proactive??

[DaamNaam]

Never had a problem there. Was recently there, same old service.

[binjalin]

several of the good staff have been moved to other branches and some of the younger staff are really clueless - one young lady my Thai friend approached today just said 'queue'. Horribly rude and poor customer service.

The 'customer service desk', by the way, was empty

has definitely gone down in my opinion and I wish it was easy to move branches - it is not!

You have to open new accounts I am told and I may have to resort to that but it's all a pain

[mcgriffith]

BBL KSK is a sub-branch. Not a full service branch but rather like a satellite office.

When one enters, to the right of the entry way, there is a queue ticket machine, much like many other businesses here.

Punch "teller" or new account/customer service" and take a chair, as everyone else in the bank is patiently doing.

If no one is at the customer service desks...that does not mean you will not be served. The staff for those desks might be in the vault, or making copies for a customer, or perhaps ?

It is possible the OP is used to the good old days, when Khun Malai ran the branch years ago.

Before the queue ticket machine, farang would just head back to her office. If she was busy with a customer, we would catch her eye sitting outside, and be seen in short order.

That was the old days- these are the new days. Get a queue ticket.

I've never waited more than a few minutes for service at this branch, for either teller or customer service reps, and give them an "A+" overall.

BTW, it goes without saying that 99.999% of all businesss one wishes to transact with BBL can be done through Bualuang iBanking. As in the Bangkok Bank website.

I've been using it for many years for Thai intra-bank transfers, bill paying, international transfers, etc.

Honestly I am mystified by the OP's complaint.

[muchogra]

Institutions like banks have improved a lot over the year. However, as one would expect, different places may have individuals who are just not up to the standards we westerners desire; or that particular individual is just having a bad day. I tried to open an account with SCB at Kad Suen Kaew showing my permanent resident certificate and my lifetime driver license. I wasn't able to, even when I told the branch manager that I had accounts with SCB in Bangkok, but to no avail. Yes, he was very polite and I talked very nicely. But, what the heck, I opened accounts at other places easily and never let it bother me.

[muchogra]

Back about 20 years ago, I asked BBL to send notice of my remittances from abroad, but they refused and said I should call to check. Then, I have a saving and checking accounts which they would automatically transfer the amount from my saving to checking to cover the checks that I wrote; of course, for a fee! But they wouldn't send statements to me via mail even when I asked repeatedly. Nowadays, for the present years, when I have no money in my checkng account, they send me statements via mail so d_amm often that my wife uses the paper to scoop up the dog shites! I don't even know how much they are deducting from the account every month or year.

[binjalin]

BBL KSK is a sub-branch. Not a full service branch but rather like a satellite office.

When one enters, to the right of the entry way, there is a queue ticket machine, much like many other businesses here.

Punch "teller" or new account/customer service" and take a chair, as everyone else in the bank is patiently doing.

If no one is at the customer service desks...that does not mean you will not be served. The staff for those desks might be in the vault, or making copies for a customer, or perhaps ?

It is possible the OP is used to the good old days, when Khun Malai ran the branch years ago.

Before the queue ticket machine, farang would just head back to her office. If she was busy with a customer, we would catch her eye sitting outside, and be seen in short order.

That was the old days- these are the new days. Get a queue ticket.

I've never waited more than a few minutes for service at this branch, for either teller or customer service reps, and give them an "A+" overall.

BTW, it goes without saying that 99.999% of all businesss one wishes to transact with BBL can be done through Bualuang iBanking. As in the Bangkok Bank website.

I've been using it for many years for Thai intra-bank transfers, bill paying, international transfers, etc.

Honestly I am mystified by the OP's complaint.

well I speak as I find - used to be A and now C-

Just not like it was and I waited a heck of a lot longer than 'a few minutes' and the desks had girls sitting there doing paperwork. Where I come from the customer get's seen first and paperwork can wait a few minutes. My Thai friend approached an empty desk with a young girl shuffling paper and was told 'queue' (we had a queue number but could see there was no one being dealt with so she went and asked).

I spent my whole career in service management and that is very poor customer service

[CMX]

Waiting for service anywhere is a bother and if it takes a long time, as opposed to earlier experiences, things have changed. Certainly it could be management, staff, or an increase in numbers of customers not recognized by the institution.

However, I was not here long before I observed how patient Thai people can expect us all be: Hospitals, auto licensing, Immigration, and banks at first (I liked the chairs and water with the illuminated numbers, however).

Whatever their causes, though, I'm accustomed to changes throughout life. In commercial aircraft, I am at best one of a flock of sheep. Generally, worse situations come down to what can I change myself with the least effort - or if I decide, still again, to compromise. Appears to me that (so far) other BKK Bank customers have not received poor service sufficient to imagine a company-wide deficiency. So the ball, as is said in tennis, is in OP's court. If I don't like C- service, I must do what works.

Plus, as usual, I cannot understand that anything in Thailand should be much like the land of my birth - not for some generations yet. Resistance to change is a human quality found everywhere, or there wouldn't be any good old days.

[binjalin]

Waiting for service anywhere is a bother and if it takes a long time, as opposed to earlier experiences, things have changed. Certainly it could be management, staff, or an increase in numbers of customers not recognized by the institution.

However, I was not here long before I observed how patient Thai people can expect us all be: Hospitals, auto licensing, Immigration, and banks at first (I liked the chairs and water with the illuminated numbers, however).

Whatever their causes, though, I'm accustomed to changes throughout life. In commercial aircraft, I am at best one of a flock of sheep. Generally, worse situations come down to what can I change myself with the least effort - or if I decide, still again, to compromise. Appears to me that (so far) other BKK Bank customers have not received poor service sufficient to imagine a company-wide deficiency. So the ball, as is said in tennis, is in OP's court. If I don't like C- service, I must do what works.

Plus, as usual, I cannot understand that anything in Thailand should be much like the land of my birth - not for some generations yet. Resistance to change is a human quality found everywhere, or there wouldn't be any good old days.

excuse me I never said 'company-wide deficiency' I like Bangkok Bank and have banked there for years and like Kad Suan Kaew branch and just experienced a slide recently (last year or so) - maybe it was just a bad day but the staff are just not as friendly and helpful as they used to be. The older staff have always been super it's the younger ones.

Had another experience recently when I wanted a cashiers cheque and I gave her the paper with the persons name CLEARLY spelled out and she made a mistake - I was VERY careful to point it out very politely and she got very annoyed and miserable and snatched the paper from my hand and went and got a new cheque:

NO apology

NO smile

just 'attitude' and it was her error! some of the older staff who have been there awhile would have smiled and said 'mai mben rai' and changed it and may even have apologised.

anyway that's my experience - things have slid at this branch which used to be much better IMO