After patiently waiting in line for half an hour, Eji was received by the old lady who was managing client relations for the credit card department. He had formally requested a renewal of his credit card some time ago and came today to pick it up. He gave his name details to the lady, who then went off in the back office to look for the credit card.
While he was waiting, Eji looked around to see the faces of the people who were now waiting in line. “Hey there suckers, he thought cynically, with the speed of this client service, you’ll be waiting having breakfast here tomorrow morning!” And they were about to wait for even longer, because the lady took 10 minutes to come back to Eji and tell him:
“I’m sorry young man, but I just can’t seem to find your card. Are you sure you made your request for renewal at this desk?”
“Of course I did”, said Eji in a very upset and insulted manner. “I can even give you the date I made the request: 04.07.2007”
“Oh, alright then, let me look for it again.”
And so she went again to the back office to look for the card. Eji was beginning to get impatient. There he was, waiting already for 40 minutes, and the bank couldn’t even find his card! He looked behind him, only to find the faces of the other people who were waiting in line – very encouraging! He looked next to him and felt jealous of the two clients who had just been serviced at the desk next to him.
After 10 minutes, the old lady returned:
“Well, I found your credit card, but the problem is that we haven’t issued a PIN code for the new card. The credit card department has re-issued the code for your old card, which is no longer valid, instead of issuing a PIN code for the new one.”
“But how can you let this happen!” Eji was becoming furious now. “I’ve been waiting here for an hour now, and you’re telling me that you haven’t done your job well enough! Well, it seems to me that I am a victim of your unprofessional and ineffective customer service. This is your problem, fix it now, I want to leave with my credit card from here!”
“Sir, please don’t yell at me! I am just temporarily helping a colleague in this role and I am quite old, so please don’t be rude with me. We will take a few days to issue the PIN code. Why don’t you call us in a couple of days and we’ll tell you if you can come and pick up your card?”
“You want me to call you?! What kind of customer service is that? This is your mistake, and you will make an effort to fix it!” replied Eji angrily. “I will be expecting your call in the next few days! In the meanwhile, I would like to draw cash from the account connected to the credit card.”
“In that case, you need to go to the cashier desk”, said the old lady.
“And what, wait in line for another half an hour? I wouldn’t have needed the cash register if you gave me my credit card! I demand that I am seen by the cashier immediately, so I can draw my money ASAP!”
The woman mumbled something about people whining for preferential treatment and unwillingly responded: “OK then, I’ll take you to the cashier”
After a brief walk to the other side of the bank, Eji and old lady arrived at the cashier desk. She just said something to the cashier and left without saying good bye.
The cashier asked: “How much money would you like to draw, sir?
“18.200”, said Eji.
As the cashier was counting the money, all Eji could think about was grabbing the money and getting the hell out of that bank!
“There you go, sir! Have a nice day!”
“Thank you for the service”, replied Eji ironically, grabbed the money and went towards the exit. Just before opening the door, he stopped to count the money… 18.700, 500 more than he was supposed to get!
“Oh, damn”, he thought, “the guy gave me more money. What should I do now? Should I take them or return them? These people were awful to me, they made me feel impatient, victimized, jealous, angry and frustrated – they deserve to pay the price, and I deserve to be compensated for my suffering… But wait, didn’t I do that to myself, am I not myself responsible for the suffering I went through in the last hour, he thought self-critically for the first time.”
He took a deep breath, returned to the cashier and handed back a 500 bill.
“You gave me more money than I deserve”, said Eji and smiled to the cashier.