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Celebrating the power of service

By Yemisi Edun
07 October 2021   |   3:35 am
Sir: This week, service-oriented organisations in Nigeria will once again join their counterparts worldwide to celebrate the critical role that customer service plays in their respective businesses.

Bank

Sir: This week, service-oriented organisations in Nigeria will once again join their counterparts worldwide to celebrate the critical role that customer service plays in their respective businesses. The Customer Service Week is typically celebrated annually in the first week of October, which falls between the 4th and 8th of October this year.

The official theme for the 2021 Customer Service Week is “The Power of Service,” which recognises the commitment and dedication of service and support professionals worldwide. They make great efforts to provide top-notch customer service in the face of a daunting coronavirus pandemic, which has turned the rule books upside down since last year.

Even as the pandemic raged, some of these workers transitioned from working on-field and offices to working remotely. Ultimately, they had to learn to navigate the hurdles of workspaces shared with children and other family members to keep their respective organisations on the path to success. Their fundamental approach to managing the unusual situation was professionalism, patience and a people-first attitude.

The Customer Service Week provides organisations with a unique opportunity to celebrate frontline staff for their roles in gaining customer loyalty and review processes for better service delivery. It is also a period to thank customers for their loyalty and the Service team’s dedication to excellence.

In recognition of the power of service, First City Monument Bank (FCMB) has always celebrated Customer Service Week every year as a customer-centric organisation and 2021 is no different. The bank recognises that good customer service is essential to earning its customers’ trust and loyalty. It is why the customer service team will never hesitate to respond to customers’ queries speedily and with a smile.

Banking in Nigeria today is primarily driven by technology. So, the rules of customer service in banks have changed drastically. Innovative and technology-savvy financial institutions like FCMB have learnt that customer-facing strategies are no longer enough to retain customers and win new ones. The in-thing is to keep creating a customer-centric mobile-first banking experience that wows.

FCMB’s approach to customer service has been upgraded to providing a customer experience that involves a holistic customer journey, including customer service. The customer, I believe, is the ultimate beneficiary. Customer service in the bank is no longer limited to the interaction with the customer seeking advice on service.

In this milieu, customer experience encompasses the broader journey across the organisation. It includes every interaction between the customer and the business’ communication channels – self-service, support, marketing and design and feelings about the brand.

Today, service personalisation, a significant pillar of customer experience, has become the mantra among FCMB front liners. It explains why existing customers remain loyal and potential customers are choosing to do business with the bank. Stories of front liners’ exploits in championing the customer-centric focus of the bank in many branches across the country are growing and customers continue to express gratitude daily to the bank for the assistance they are given in critical times.

Yemisi Edun, the Managing Director of First City Monument Bank, wrote from Lagos.

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