#CustomerServiceWeek: Unity Bank boss restates commitment to delight customers, rewards staff

In a bid to firmly entrench a customer-first attitude with enduring service culture, Unity Bank has launched a new service charter and Hall of Fame for staff. This is to create an exceptional customer experience as the Bank celebrates the 2021 Customer Service Week.

Unveiling the Service Charter, the Managing Director/CEO of Unity Bank Plc, Mrs Tomi Somefun applauded “customers and Frontline Staff who have promoted professional, courteous, positive and friendly environment; thus provided service that is personalised, empathic, competent, convenient and proactive”.

The Customer Service Week is a week-long celebration, which will hold across the Bank’s over 200 branches from Monday, October 4 to Friday, October 8, 2021.

This year’s Customer Service Week is themed “The Power of Service, which is to spotlight the imperatives of service as the world battles a global pandemic and the people on the frontlines who made a difference in the lives of their customers.

The Bank has lined up several activities. The Hall of Fame is the major highlight; to make the week exciting, memorable by rewarding staff who have created exceptional customer service experience in the Bank.

Restating the commitment of the Bank to providing excellent customer service, Mrs Somefun said the service charter will drive achieving the bank’s vision and guarantee customer satisfaction.

She said: “We celebrate all our customers for remaining loyal and devoted to us. You have choices of different institutions from which you can choose to do your transactions, but you chose us. Thank you for choosing Unity Bank’’.

“We appreciate you and remain committed to serving you better. We are not a perfect institution but take our word that we are committed to making sure that we delight you, by investing in continuous improvement and expanding our platforms to enhance service delivery efficiency’’, she reasserts.

“The last couple of months especially have been challenging, but we thank God that we are all alive, and we are still here to serve you and you are still available to be our customers. We believe that we will continue to ride the waves of the pandemic and come out even much better”, she reaffirms further.

The COVID-19 pandemic has led to evolving work culture, but the Bank has also evolved with the tide and deployed new customer service experience strategies to mitigate the impact that the new normal may bring to bear in access to its services.

The lender continues to maintain its focus on strategies for technological innovation through which it has evolved digital products such as the USSD banking *7799# in local languages, anti-fraud USSD channel, *7799*9# and mobile banking solution, UniFi which have boosted customers’ access to the Bank’s services, while facilitating convenience and security.

Also speaking, the Chief Customer Service Officer, Unity Bank Plc, Mrs. Titilayo Abraham said: “This year, as we inaugurate this Hall of Fame, we celebrate individuals and teams for their efforts in delivering excellent service to our customers. We will celebrate them particularly for their display of exceptional professionalism in providing great service without borders, going the extra mile to meet and surpass our customers’ needs. In doing this, they have enhanced customer satisfaction thereby carving a niche for our brand in the industry.”

She added: “Becoming the retail bank of choice in Nigeria is a journey. We shall relentlessly strive to improve service and ensure our customers come first at all times.”