4 •
The Lion King
• July - September 2015
I
have received very positive feed-
back about the initiative which we
commenced on July 21, 2015 across
100 select business offices and subse-
quently to the other business offices.
UBA’s strategic objective is to develop
a customer-centric culture of service
and empathy in line with our values.
We, even as customers, expect the
best value for our money. However,
we often fail to fully deliver the value
that our customers expect from us.
The key to good customer service
is the connection we develop with
customers by placing ourselves in their
shoes. The programme therefore has
been aptly named “U(You)B(Be)A
Customer”.
As a leading financial services institu-
tion in Africa, we plan to grow our
business and be the preferred choice
of the customer. One of the major
ways of achieving this, is by constantly
adapting to the changing needs of
GMD’s
Message
As we strive towards our goal
to achieve industry leader-
ship in customer service, we
recently launched our highly
focused Customer Service
Culture Change and Branch
Transformation initiative -
‘UBA Customer - The Project’.
our customers as well as adopting best
business practices. This requires that
all staff have to up-skill themselves to
cope with these dynamic operating
environment and customer expecta-
tion.
Management recognizes this, and
with ‘UBA Customer - The Project’, we
are re-orienting our teams to ensure
exceptional customer service delivery.
This project will also support your own
professional development.
I therefore urge all staff to join in this
journey of transformation of service
delivery in UBA by making a personal
commitment to the “U (You)B(Be)A
Customer” initiative. We must all serve
our customers the way we want to be
served.
Thank you.
Phillips Oduoza
GMD/CEO
