Ecobank has formally flagged off its customer service week with the aim of encouraging hands-on approach to resolving customers’ issues at its branches all over the country.
During the period, management staffs of the bank are posted to the branches as guest tellers where they are expected to perform normal banking duties by attending to customers, interact with them and obtain feedback.
Flagging off the week at the Tejuosho branch of the bank on Monday, Tony Okpanachi, Deputy Managing Director, Ecobank Nigeria, said the week serves as opportunity to celebrate customers who have remained committed to the bank’s products and services over the years, adding that, it would also be a period to appreciate the customers for their loyalty, understanding and partnership.
In his words, “Excellent customer service is a vital part of our promise as a bank. For us, this is more than just providing answers. It’s helping customers even when they don’t know they need help. It’s teaching them how to do more with our products. It starts with a smile and a friendly word, and finishes with sharing our expertise, even when it has nothing at all to do with our products”.
Mr. Okpanachi used the opportunity of the flag off to showcase the various measures and innovations put in place in the bank to ensure enhanced service delivery and customer satisfaction. “We now have in place Ombudsman that gives a 24 hour service, listening to customers complain and swiftly attending to them.
“There is self-service using the e-channels like the ATMs, Internet banking and others. Our branches are being transformed to enable the customer service him or herself in whatever manner they desire.
“We have the Advantage lounges in some locations for this purpose. Our Express Banking Branches will also soon be available. At these locations, you simply walk in and do all your banking business without human interference. Our staff will always be nearby to render assistance when needed.”
He further seized the occasion to interact with the customers present at the event and assured them that Ecobank was committed to providing excellent service delivery.
“Thank you for believing in the Ecobank dream. We encourage you to take advantage of our offerings. It is the solution you need to reach out to your family, friends and businesses”, he stated.