‘Why customers’ needs must be prioritised’
To give its customers a sense of belonging, companies must continually work to meet their expectations.This was the view expressed at the Customers’ Service Week of the United Bank for Africa (UBA) last week, which held at the bank’s Head Office, in Lagos. The interactive forum brought the management, staff and customers together to share ideas on how to improve customer-satisfaction, in line with the bank’s Customer First Philosophy.
UBA’s Group Executive, Customer Fulfillment Centre, Mr. Anant Rao, welcoming customers to the forum, said the bank has deliberately re-focused and re-engineered its activities to put the customers first, adding that it has been leveraging on a three-prong lever of People, Process and Technology, to ensure maximum satisfaction to the customers, without whom the bank will not exist.
Also speaking, the Group Head, Marketing, Mrs Dupe Olusola, said the bank has tailored its products to assist customers thrive in their various fields, reason there was a lot of focus on small and medium scale enterprises, which are growth drivers of any growing economy.
Some of the customers at the event commended the bank for the services it rendered to them, pointing out areas of improvement and expectation, adding that this will lead to beneficial interests to both parties.
A customer of the bank, High Chief Goddy Ulasi, who has banked with UBA for over 15 years, commended the bank for helping him and his business grow over the years, calling on the bank to make rates more competitive to ensure that customers and businesses also benefit even more from the bank.
In his response, Group Head, Transaction and Electronic Banking, Mr. Sampson Aneke said the customers remain the key focus of the bank.
Earlier, UBA’s Group Managing Director/Chief Executive Officer, Mr. Kennedy Uzoka, said: “Let’s strive to put the magical touch in everything we do to create a symbolic service experience for our ‘Employer’ – the Customer.”
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