The pan African Financial Services Institution, United Bank for Africa, has again reiterated its commitment to surpass the expectations of its customers through the provision of products and services that meet their needs.
The Bank made this promise at a special Customer Forum to mark the 2019 edition of the Customer’s Service Week.
The forum, which was held at the bank’s Head Office in Lagos, was very interactive and presented an opportunity for the management, staff and customers to share ideas on how to improve customer-satisfaction in line with the bank’s Customer First Philosophy.
UBA’s Group Executive, Customer Fulfilment Centre, Anant Rao, who welcomed customers to the forum, explained that the bank has deliberately re-focused and re-engineered its activities to put the customers first, adding that it has been leveraging on a three-prong lever of People, Process and Technology, in a bid to ensure maximum satisfaction to the customers, without whom the bank will not exist.
Rao said: “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 institutionalised at UBA.
“The mantra of our Customers being our employers has been ingrained into the psyche of each and every staff.”
Also speaking, the Group Head, Marketing, Dupe Olusola, said the bank has tailored a lot of products to assist customers to thrive in their various fields, adding that there was a lot of focus on small and medium scale enterprises which are growth drivers of any growing economy.
Olusola said: “At UBA, we are constantly thinking about you, creating personalized products you need to achieve your goals. Right from the kids, children, young adults, students to the mass retail market; SMEs; creative industry; agricultural; UBA has something for everyone, and we are here at your service all the time.”
Some of the customers who were at the event commended the bank for the services it rendered to them, and also pointed out areas of improvement and expectation, adding that this will lead to beneficial interests to both parties.
A customer of the bank, High Chief Goddy Ulasi, who has banked with UBA for over 15 years, commended the bank for helping him and his business grow over the years and called on the bank to make rates more competitive to ensure that customers and businesses also benefit even more from the bank.
In response, the Group Head, Transaction and Electronic Banking, Sampson Aneke, said the customers remain the key focus of the bank, adding that the bank is in discussions with the key agents to ensure ease of transactions.
Earlier, UBA’s Group Managing Director/Chief Executive Officer, Kennedy Uzoka, who wrote a statement 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.
Uzoka said: “Let’s strive to put the magical touch in everything we do to create a symbolic service experience for our ‘Employer’ – the Customer!”
The theme for this year’s celebrations: “Magic Happens Here,” embodies all that the bank represents as encompassed in its Core Values, the 3EEEs: Excellence, Enterprise and Execution.
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, USA and with presence in France.
UBA serves over 17 million customers across the globe with more than 1,000 branches and touch points.
In 2018, the bank received the award of Africa’s Best Digital Bank by the Banker’s magazine.