Pan African Financial services institution, United
Bank for Africa is joining the rest of the world to celebrate the 2019 Customer
Service Week, themed, “Magic Happens Here”, with recognitions for staff who
have excelled in excellent service delivery.
The event which is commemorated all over the world,
recognises the importance of customer service and seeks to show appreciation to
the staff who serve and support customers with the highest degree of care and
professionalism.
The theme for this year’s celebrations embodies
all that the bank represents as encompassed in its Core Values – the 3EEEs:
Excellence, Enterprise and Execution.
Already, all branches of the bank are engaged in
various activities which will make the week-long celebration exciting and
memorable. Branches have been colourfully decorated, and customers are being
treated to different exciting gifts and activities.
UBA’s Group Managing Director/Chief Executive Officer,
Mr. Kennedy Uzoka, who spoke on the significance of continuous excellent
service delivery to customers, appreciated the staff who have worked tirelessly
to satisfy customers, and urged them not to rest on their oars.
He said, “Over three years ago, we resolved to address
the persistent customer service challenges in the Bank by launching the
Customer First (C1st) Philosophy. The primary objective of which was to
transform the Bank into an undisputed customer-focused institution delivering
excellent financial services from the customers’ standpoint.
“As we celebrate this year’s Customer Service Week, I
would like to express my gratitude to you all for the journey so far. It is my
belief that, with our collective strength and commitment to the Bank’s
corporate goals, the on-going crusade on Customer-First Philosophy, anchored on
our core values; Enterprise, Excellence and Execution (3EEEs), the C1st drive
will permeate the system and become our most treasured initiative group wide,”
he noted.
Explaining the theme, he urged staff to do all they can to go the extra
mile and promote great satisfaction for customers, adding, “Let’s strive to put
the magical touch in everything we do to create a symbolic service experience
for our ‘Employer’ – the Customer!”
The GMD seized the opportunity to explain that UBA is
on the right trajectory to entrenching herself as the preferred bank in the
hearts of customers, adding “Our primary objective is to imbibe and demonstrate
C1st philosophy as a ‘way of life’ in all our engagements with customers. This
is truly our core essence and how we wish to be primarily recognised always.”
Also commenting on the special week, the Group
Executive, Customer Fulfilment Centre, UBA Group, Mr Anant Rao said that
UBA in the last 3 years has deliberately focused on its
Customer 1st philosophy leveraging on a three prong lever of People,
Process and Technology, saying that large scale transformations have been
engendered with clear focus on serving the needs of the customers while laying
emphasis on creating a holistic end to end Customer journey and with our
ecosystem revolving around our Customers.
“The singular mission of our
consistent and superior customer experience has been imbibed into the DNA
of each and every staff of the bank. In this way, there is no gainsaying that
Service has been institutionalized at UBA. The mantra of our Customers being
our employers has been ingrained into the psyche of each and every
staff,” Rao noted. The United Bank for Africa, Africa’s global bank, was
founded 70 years ago in Nigeria and today, operates in 20 African countries and
in the United Kingdom, the USA and with presence in France. UBA serves over 17
million customers across the globe with more than 1000 branches and touch
points. In 2018, the bank received the award of Africa’s Best Digital Bank by
the Banker’s magazine.
