As the world observes 2022 Customer Service Week, First City Monument Bank Limited (FCMB) declared yesterday that it was fostering a sense of contentment and satisfaction for its customers across all service touchpoints by ensuring the proper combination of technology and people.
The theme for this year’s customer service week is “Celebrate Service.”
According to a bank statement, between January and August 2022
“about 95 per cent of customers that reached out to the bank got prompt attention, with most of their issues instantly resolved, accounting for a favourable Net Promoter Score (NPS) of 55 percent.
Managing Director of the bank, Mrs. Yemisi Edun said, “deftly combining tech with the human touch has helped us gain trust through excellent service experience and extraordinary customer journeys.
“Our customers provide positive feedback and are happy with every interaction. So, we celebrate our customers and people who serve and support them during this year’s Customer Service Week from 3rd to 7th October”
Also, the Senior Vice President and Divisional Head, Corporate Services & Service Management, FCMB, Ms Felicia Obozuwa, said, “We have lined up fun-filled activities to celebrate and reward customers and employees during this year’s Customer Service Week.
“For customers, we will introduce a transaction-free day on the wave-making FCMB Mobile App, give movie tickets and airtime and run a scavenger hunt on the FCMB Flexx zone, where winners will receive exciting gifts.”
She went on to say that this year’s Customer Service Week would be a week-long celebration of the bank’s talent, creativity, and camaraderie.
On October 7, the Bank will host a hybrid (physical and virtual) party for its employees, with the highlight being the much-anticipated “FCMB’s Got Talent” competition, which provides a robust platform for employees to showcase their talents and creativity and smile home with exciting gifts.
“Other customer-focused celebratory initiatives of the bank are visits to top customers to present them with ‘thank you’ mementoes and get their feedback on how to continue to delight them.
FCMB will also celebrate young customers by delivering gifts to those who operate kiddies accounts whose birthdays fall within the week of October 3 to 7.
The annual Customer Service Week celebration began 38 years ago as a time set aside to recognize and appreciate the efforts of those working in service organizations. It emphasizes the importance of customer service in running a successful business, as well as the role(s) of employees in achieving this.