RBC Royal Bank

After having a very negative experience at the 10615 creditview road branch, I had made up my mind to cancel my banking with RBC and take the necessary steps to move my banking service needs to TD. However, with a house closing coming up in 4 days, I wanted to finish that last transaction for which we had already given a rbc account cheque and then switch over to TD. Hence, I walked into this branch yesterday not expecting anything better than the service I received at the nearby creditview branch. However, I was very pleasantly surpised to be greeted by a smiling staff who took the time to listen to what had happened. The representative apologized for my experience so far and assured me that she is going to try her best to help me in whatever way she can. The staff here definitely went above and beyond to assist me. The representative explained me the procedures, explained me the wire transfer option going forward which can be used for last minute fund transfers. She went through the account history, and explained to me that she needs to see a transaction reciept from TD which I provided. After reviewing my account and the receipts and after listening to my frustrating experience at the creditview branch, she apologized on behalf of the other branch. She discussed with her colleague and considering the closing date, confirmed that they will verify the draft within 3 business days so that my funds would be availble for my house closing. I was so thankful for their time and consideration. I had walked into the branch feeling resentful and almost at the edge of cancelling all accounts. However, the two ladies at the front desk with their professionalism, pleasant demeneaour, and exceptional customer service skills changed my mind. I felt like a valued and respected customer. The staff here had an exemplary service which I had always associated with the RBC brand. After walking out of the branch, I received a follow up call from the branch manager who had heard of my experience at the nearby branch and she had called to apologize and also mentioned that she would like me to stop by and see her when I am at the branch next. This branch is going to be my branch for all rbc banking needs. If it was not for the staff at this branch, I would have missed the cheque date for my house closing by 1 day and I would have definitely not stayed with RBC. Customer service is not about being a robot who reiterates procedures and policies from the book. Customer service is about understanding and listening to your customers and atleast making an effort to help.
8 years ago (09-03-2017)

Been an RBC customer for many years. However staff at this branch was not RBC like. They need customer service training from the McLaughlin and Bovaird branch.
8 years ago (23-03-2017)

I don't like this place
8 years ago (29-11-2017)