en-us https://www.intensedebate.com/users/2834072 Comments by Mou http://www.ethiopianreporter.com/index.php?option=com_content&view=article&id=5480:77-----------&catid=98:2009-11-13-13-41-10&Itemid=617#IDComment138329655 Dear All, I have a few comments to make regarding the ATM service we have been getting from Commercial Bank of Ethiopia. I have been using CBE ATM's for more than four years. Let me tell you a few facts 1. There is a label at the top of the machine that says " A bank you always rely on" 2. The ATM service downtime is extremely unacceptable ( you can find it most of the time not working during off working time, weekends, and holidays) Keeping in mind that you need the machine most of the time during off working time, weekends, holidays and during emergency. Let alone you trust the CBE ATM for emergency satiation but even during working hours the service time and quality is "very very" extremely poor. 3. Most of the time when you ask the reason.... their escape got is "Telecommunication" "Tele"... but during the same failure time if you go to Dashen or other ATM the service is up and running. 4. Zero client service quality to the ATM facility - alike other high level service providers when their is a problem with CBE ATM the only people who can give you information are the security guards. (There is no hotline support number, contact person on duty staff,.....) The security guards advice you to go to the main ATM machine at commercial bank then you go there, then you will be advised to go, finifine branch then you go there, then you will be advised to go to Hilton branch you go there, then 4kilo branch, piassa branch,.....you tour like this just looking for your own money keeping your baby, wife,father, mother, sister, brother, next to you for hospital treatment or any other emergency scenario during off working hours, weekend and holidays,.... 5. Unacceptable mistake while giving money. (wrong balance, wrong deduction, wrong service) I don't know how the finance people may say about it, believe it or not recently the ATM machine deducts what you didn't take or gives you a receipt what you don't have. ( though they say that they will correct it if you apply when the problem happens) This means as soon as you take money check always your receipt and go with application if you have complain....? How on earth such a very elementary mistake is happening in a very giant government bank? If there is a problem managing the system effectively the bank should do a lot in upgrading the expertize of the staff first, proper infrastructure second, state of the art software and service providers, 6. Security issues- Guys this is the bank that most of the country transaction are going on. If their is a security breach like this it will be very difficult for the responsible people at the bank to comment than accepting the going on problems. (This time the cyber crime is generating by far a lot than heroine.) Recommendations: 1. Corrective immediate measures 2. Upgrading staff skills to handle the system 3. Tighten security breaches 4. Correct mathematical problems urgently 5. Work closely with the infrastructure and third party service providers (To get high level and reliable service from them) 6. Assign central service desk location 24/7 that will inform alternate solution for those who needs to use the service. (Land line no., cell phone no. email, and online chat support,....) (Your clients are your king they need more treatment....) 7. Make arrangements to open one mini office/branch who can provide money during complete shut down of ATM service. (One staff and one duty officer is enough to give the service during off working hours, weekends, and holidays) 8. We are moving with the information age, you may be ordered to pay all government workers via ATM. (Are you ready? What tasks are expected to be done to make the road smooth for leading the banking industry in the country?) 9. Learn a lot from civilized bank service providers how they managed to give very high level and reliable service to customers. 10. Try to learn and see guidelines from giant banks, (ATM is just the beginning we may ask our CBE to give us internet banking service, tele banking service, mobile banking service, and other additional services) 11. Today there are alternatives every where unless the bank is not competent in service provision and client services let alone the individual customers, the government as a loyal customer to the bank may think of another alternative. Thank you, One of the customers Tue, 29 Mar 2011 10:44:44 +0000 http://www.ethiopianreporter.com/index.php?option=com_content&view=article&id=5480:77-----------&catid=98:2009-11-13-13-41-10&Itemid=617#IDComment138329655