The Two Faces of Customer Service (An Encounter with Jasmin Montano and Gerard Pangilinan)

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On August 29, 2008 my husband met the two faces of customer service.  The unpleasant one showed itself first–fortunately.  I’m saying he’s still fortunate because, at least, the day ended well with the pleasant experience.  This is what I actually mean:

Jasmin Montano (wearing orange) of GMA Bank is a Disgrace to the Female Population

My husband woke up that Friday morning, all excited, to go to GMA Bank in Biñan, Laguna.  He was then about to open a PhP 5,000 checking account.  This checking account will be used as a payment method for his Pag-Ibig Housing Loan.  And so with high spirits, he went to GMA Bank (take note again that this is just their branch in Biñan, Laguna) together with the real estate agent that we’re dealing with.

 When he got there, he was told by one of the bank tellers that he would not be able to open a checking account because he still has an outstanding balance on his past credit card.  Now, my husband was well aware of that, in fact, he’s in the process of getting his certification of full payment for the meager PhP 5,000 credit card balance.  All he wanted was to speak with someone or anyone from the bank who he could explain to about the Pag-Ibig transaction and how everything now depends on the checking account that he’s about to open.

 Do you think he was even given the chance to speak about his concern first?  Nope.  This cashier named Jasmin Montano, the moment she saw my husband, was already wearing a smirk on her unpleasant face.  And when my husband (who happens to be the customer) started to ask about the situation, this girl stopped him mid-sentence and told him to listen to her instead.  Let’s just reiterate on that–this cashier of GMA Bank held up her hand, stopped her customer from talking, and said that the customer should listen to her.

 Wow.  Talking of superb customer service.  This definitely brought down all respects that I have for GMA Bank.  My late aunt used to bank with them (fortunately on a different branch) and I always had the notion that the people who are employed on this bank are respectful and customer-service oriented.  Or shall I just say then that Jasmin Montano is one unfortunate exception.

 After she rudely told my husband to shut up, my husband still professionally tried to tell her to listen to him. The next thing that she did was unforgiveable–she said these words “Pa-english english ka pa diyan. Magbayad ka muna ng utang mo saka ka bumalik dito.”

 We swear that we have never, in our entire existence, experienced such a reaction from an employee of a reputable institution.  When my husband asked to speak to someone who has a higher authority than this Jasmin Montano, she said once again (this time mockingly)–walang manager ngayon, hintayin mo na lang.  She also made faces and other snide remarks that are unbefitting of a woman! 

 After pointing out that the manager was not available, she went back to her desk while loudly muttering spiteful remarks (clearlly to embarrass my husband in front of all the people inside the bank).  She also blatantly refused to give the name and number of the Biñan branch manager.  In fact, my husband had so much difficulty getting her name from all the other employees in the bank.  He was only able to do so when the lady from the New Accounts Section (name withheld) gave out the name.  This same lady timidly went back to Jasmin Montano as if she’s a lamb who’s about to be slaughtered.  When Jasmin Montano learned that my husband was asking for her name, she even said “Sige, ibigay mo ang pangalan ko, full name pa. Picture? Sige, picture-an tayo. Eh di sikat di ba.  Sisikat sa Internet ang pangalan ko...” (Okay, give him my full name. Picture?  Sure, let’s take photos of each other.  I’ll be famous on the Internet!) 

 And now, Jasmin Montano, surely you are famous–I’m making sure of that!  I have worked with banks (based in North America) in the past and we were never taught to deal rudely with customers even if they are neck-deep in debt!  This woman, though just a single employee, would greatly affect how I, my relatives, friends, associates, and readers of this blog would think of GMA Bank.  She, single-handedly, in a matter of minutes, irreparably damaged the bank’s good name.

 And as if all her insults weren’t enough, she even tore the application form in front of my husband while saying “…magbayad ka muna, pa-english english ka pa. Napaka-TH mo!”  How barbaric can this Jasmin Montano get?  I have no recollection of such an uncivilized act coming from tinderas  or even  from salesladies from department stores.  Mas magalang pa nga sila!

 We wanted to give GMA Bank some business and my husband wanted to discuss the present dilemma to know how he can work around the said problem and yet this is what we get–an encounter with the worst face of customer service!

Jasmin Montano of GMA Bank, shown here, sarcastically posing for a photo after the unpleasant encounter.

I wonder what Mr. Ban Lee C. Choa’s (Chief Executive Officer of GMA Bank) reaction would be when he learns that they hired an employee such as Jasmin Montano who treats customers like dirt.  Frankly, I’ve had better customer service experiences from palengkes! 

That same night, my husband and I went to Club Astoria to attend a simple dinner.  It’s Club Astoria’s way of marketing their services in a relaxed manner.  The food was great, to begin with.  And the night turned much better when we met Gerard Pangilinan, a marketing executive of some sort.  Gerard was funny, charming and very accommodating.  Also, I’m so glad to write this line–he was customer-service oriented.  We decided not to purchase any of their packages that night yet he was the same as he was the very first minute we met him–he’s the pleasant face of customer service.
[I promise to have a separate article of our Club Astoria experience soon]
**Why did I even bother to attach the term customer service to Jasmin Montano’s name, anyway?  After all, customer service should always be positive.  I hope GMA Bank does something about this employee who’s the exact opposite of a woman showing finesse and grace under pressure.   In fact, she’s the epitome of rudeness and lack of education.