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Skye Bank midwifes new banking experience via customer service charter

By on August 11, 2013

In its bid to serve customers better and ensure seamless service and pleasing customer experience at all its touch points and payment platforms, Skye Bank Plc has unveiled a customer service charter designed to meet and exceed customers’ expectations.

Speaking at the launch of the charter, the Group Managing Director/Chief Executive Officer of the bank, Mr. Kehinde Durosinmi-Etti, described the charter as the bank’s contract with its customers to demonstrate its commitment to providing quality customer service through its people, processes and systems.

Describing the charter as a pace-setting and industry-defining innovation, the Skye Bank boss said the customer-centric model seeks continuous service improvement in a bid to make customers of the bank happy and satisfied.

“This charter outlines the type of service we aim to provide, how customers can contact us to give us feedback, especially on areas of improvement and how they can partner with us for continuous service improvement,” he said.

Durosinmi-Etti, who observed that customer service remained the key differentiator in the financial service industry all over the world, said the charter became imperative because today’s customers are more sophisticated, discerning and more demanding than ever before.

He described the introduction of the charter as a milestone in the bank’s customer service excellence journey, adding that the lender will deliver same, leveraging its knowledge, customer focused products, seamless processes and top of the range technology.

The Skye Bank boss said the customer service charter would be a sustainable initiative driven by the board of the bank. According to him, a notable professional service firm has been engaged to work on the charter, set key performance indicators and do regular assessment. He said the charter forms a social performance that the bank is dedicated to in order to serve its customers better.

He revealed that employees of the bank have been trained on customer service to ensure uniform customer experience at its various touch points and service centres across the country, stressing that the combination of training, policy and service will guarantee this uniform experience.

The Executive Director, Enterprise Risk Management, Skye Bank, Mr. Dotun Adeniyi, said the bank would continue to establish profitable partnerships with its customers that will induce the growth and development of the clients’ businesses.

“Our services are guided by a set of principles that define our character and culture; these enduring principles are the fundamentals on which the charter is established. They include accountability, fairness, reliability, privacy, accessibility and transparency”, he explained.

He said the future was promising, just as he said the bank was excited at the opportunity to work with its customers and indeed all its stakeholders to exceed their expectations.

The Head, Service Management Group of the bank, Mrs. Yewande Soyanwo, said the service charter would help improve the bank’s service delivery and create a sense of accountability from every Skye Bank employee as they strive to build and maintain an outstanding service culture.

The Head, Consumer Protection Council, Lagos office, Mrs. Ngozika Obidike, commended Skye Bank for the trail blazing innovation and described the customer service charter as the first of its kind in the nation’s financial services industry.

“We appreciate Skye Bank for the commitment to the promise that they have made. You have promised the customers to deliver; it is like taking an oath to customers that you are going to give them the best,” she said.

The customer service charter, which is ensuring that customers of the bank experience high quality service, comes with some guiding principles that include accountability, fairness, reliability, privacy, accessibility and transparency.

For accountability, the bank has tailored it products and services to suit the needs of customers and to help them understand the financial benefits of each products and services.

“We will act fairly and reasonably towards you in a consistent and ethical manner and establish a robust complaint management policy that will ensure that any dispute between us will be resolved fairly and quickly,” said Soyanwo.

Because some of the banks’ products and service lack accessibility, Skye Bank has promised that with the launch of customer service charter, the bank will ensure its branches and ATMs are located in convenient places and with alternate channels of services thereby leaving customers with choices and several means of contacting the bank.

On transparency, according to the bank, “We will provide clear, relevant and timely information to help customers make informed decisions about the bank numerous products and services such as website, SMS, email, Facebook, twitter, Google + and YouTube.

Reliability is one of the strongest features of the charter. According to the group head, Customer Service of the bank, “We will provide consistent and dependable service, honouring our promises and delivering service at designated time.” Another prominent element of the code in the charter is its privacy. Customers’ personal information is guaranteed under this principle. Soyanwo said: “We will treat all your personal information as private and confidential and ensure the safety and security of the usage of such information.

The promises in the charter are tested. The official of the bank said they could fulfill and achieve the promises made. Unparalleled customer service delivery is not just a dream but a tangible reality. Saying YES to customers’ needs is not just an empty promise, stated Soyanwo.

“We have always said YES to customers’ banking needs, and this charter further communicates that approach. We aim to meet and exceed our customers’ banking needs and expectations across all touch points.”

 

 

[Daily Independent]