Afribank Nigeria customer care initiative to boost efficiency
July 4, 2009 by tim
Afribank Nigeria MD, Adigwe --
Afribank’s world class service delivery initiative, tagged “WE CARE”, which was introduced early this year, has received praises from customers and stakeholders who are benefitting from the improved service delivery and sound customer relationship management of the Bank.
The Project, which was part of the broad new business model of the Bank, provides a platform for updating customer data; seeks customer’s product and service delivery preferences, collates information on customer locations with a view to bringing banking to their door steps, and collates information on their future banking needs and giving them the opportunity to air their views on the service they receive in any location of the Bank.
The Bank has, in the process, set up transaction support desks, decentralized and streamlined service delivery processes and also set up an effective customer care line. An operational service code has also been introduced to keep track on customer response time.
Customer communication link of the Bank has also aided online banking services which are now been rendered seamlessly through GSM and internet. Customers are now being served customized and personalized services.
Management stated that the all embracing customer-focus project would continue to be expanded to accommodate new ideas and expectations. Management has also organized mass training for its service delivery personnel across board.
Individuals and corporate customers of the Bank are praising Afribank for the innovation that is impacting on their businesses. At forum organized for telecommunications dealers and non-financial institutions recently, customers commended Afribank for the speedy turnaround time and the effective online real time service.
Management assured that the “We Care” Project would enable customers to have access to prompt, convenient and efficient transactions from anywhere and at anytime.
