2 | The Lion King
GMD’s Message
Let us talk about
customer service
E
very year, a week is set aside
globally
to celebrate custom-
ers. In line with this tradition, we
celebrated the Customer Service
Week from the 6th – 10th of October
2014. For us, this was an opportune
time to re-evaluate the way we serve
our customers and re-position the
Bank for excellent service delivery
which is pivotal to the achievement
of our Project Alpha goal to
regain
our leadership position by 2015
. Thus,
we will continue to improve on the
quality of the customer experiences
we offer through our various service
transformation programs.
Mahatma Ghandi, in a 1890 speech
in South Africa, aptly captured
the essence of the customer: “A
customer is the most important visitor
on our premises. He is not dependent
on us. We are dependent on him. He
is not an interruption of our work. He is
the purpose of it. He is not an outsider
of our business. He is part of it. We
are not doing him a favour by serving
him. He is doing us a favour by giving
us the opportunity to do so.”
The customer is not just a KING,
but
the very essence of our corporate
existence.
We must serve our custom-
ers with enthusiasm and passion.
As we grow our customer base, we
must manage our existing customer
relationships excellently well. They are
the bedrock of our survival and the
best adverts of the Bank to poten-
tial customers.
We should not wait for special
circumstances to go the extra
mile in delivering customer
service. Great customer service
is best captured in the ordinary
things we do on a daily basis.
It is about delivering the most
common services in an extra-ordi-
nary way.
Remember, most customers will
recoil at bad customer service
but will never forget great customer
service delivered seamlessly. For most
customers, great customer service is
a gift they cherish and advertise to
friends and family.
Delivering great customer service
should be so well imbibed in our
organisational culture that it becomes
our trademark
. Our customers must
It is about
delivering
the most
common
services in
an extra-
ordinary
way.”
testify about us to friends, family
business colleagues and associates -
“what a great bank UBA is.”
Let us all get aboard the great
customer service train and say YES to
Excellence!!
It is our collective responsibility and
not just about UBA, it is also about U.
Phillips Oduoza
Group Managing Director/CEO
