Centenary Bank delivers effective customer service by providing clients with seats, in order to manage the long queues in their banking halls. In today’s often impersonal world, empathy has become a competitive advantage. A company cannot be successful with a culture of apathy.
They have put themselves in the shoes of their customers by providing them with seats in order to manage the long queues in their banking halls.
The quality and level of customer service of Uganda commercial banks has decreased in recent years, and this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy.
Customers are not satisfied despite banks’ attempts to employ a variety of methods to improve their customer satisfaction levels.
The key to good customer service is building good relationships with your customers. Thanking the customer and promoting a positive, helpful and friendly environment will ensure they leave with a great impression. A happy customer will return often and is likely to spend more.
To ensure you provide the best customer service:
- Know what your customers consider to be good customer service
- Take the time to find out customers’ expectations
- Follow up on both positive and negative feedback you receive
- Ensure that you consider customer service in all aspects of your business
- Continuously look for ways to improve the level of customer service you deliver.
This includes responding to customers’ questions and complaints, helping them understand their accounts and ensuring each and every one inside the bank has been attended to and on time.
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Chimp Corp Anita Ashaba carried out a quick survey of some Ugandans’ perceptions on the banks they are satisfied with their customer service.
Majority seemed to prefer Centenary Bank, also considering its low interest rates on loans. According to Were Micheal, a student at Makerere University, Centenary Bank is his preference because of its best customer care.
Fabian Kasi, Managing Director Centenary Bank Uganda says that Commercial Banks must reexamine their broader service-recovery processes if they are to address the lapses that turn disgruntled customers into former ones.
Centenary Bank is Uganda’s leading commercial microfinance bank serving customers with 63 branches and 155 ATMs across the country with over 1.3 million customers, a third of the total banking population in Uganda.