As part of the activities to kick off the 2015 Customer Service Week, themed ‘Everyday Heroes’, Wema Bank launched its Service Charter at the Wema Tower, 54 Marina Lagos, to affirm its promise to continually exceed customers’ expectations in service delivery. The Service Charter defines the standard of service that customers should expect.
In his comments, Segun Oloketuyi, MD/CEO of Wema Bank stated that the launch of the Service Charter is a confirmation of the Bank’s commitment to put customers at the heart of everything it does by offering the best service across all touch-points especially in an industry where customers’ demand for excellent service is growing exponentially.
Segun Oloketuyi stated that the Service Charter is a Four-Fold promise to customers. Firstly, to Maintain Their Trust. Secondly, to Respond Quickly to all customer enquiries, suggestions, complaints, and feedback. Thirdly, to Personalize our Service to ensure products or services offered are tailored to suit individual needs and lastly, to guarantee Continuous Improvement in innovations new products, service delivery and business processes.
In addition, Segun Oloketuyi stated that as Wema Bank turned 70 this year, it also redefined customer service in order to surpass the expectations of its customers. This improvement is based on a system and people flexibility delivered on the platform of the latest technological innovations. With regular training and development of its staff, the Bank has acculturated the importance of doing things right, the first time with the ultimate goal of delivering excellent service to all existing and prospective customers
Established in 1945, Wema Bank boasts a robust digital service strategy across various alternate channels. This enables the provision of cutting-edge transactional and non-transactional services in the most simple and effective manner to its discerning customers.
By Pita Ochai