As it marks the Customer Service Week, the United Bank for Africa (UBA) Plc has said that the recently embarked transformation of its processes is to ensure that customers’ expectations are not only met but surpassed while enjoying seamless and world-class banking services.
In ensuring this, the bank has embarked on several initiatives that include streamlining and automating its processes, upgrading technology, training, and rewarding staff excellence.
UBA Head of Operations Alex Alozie who explained this during a virtual media parley on Wednesday to mark the 2020 Customer Service Week, said the bank has intensified its focus on putting the customer first whilst still reaffirming its leadership position.
Alozie said that in line with this year’s theme, the ‘Dream Team’, which embodies UBA’s core goals, the bank has recorded considerable milestones in its journey.
He said, “In the last one year we have embarked on an intensive drive to transform our services across all service touch points including but not limited to banking halls, channels – internet, mobile, USSD, etc in Nigeria, Africa, and territories where we operate. We have ensured that our customers enjoy self-service, where they can carry out their transactions seamlessly on their devices, without visiting the banking hall. This has further boosted customers’ confidence as the services provide ease and convenience, especially during the Covid-19 pandemic.
“Honestly, I will say that the pandemic brought out the best of us. With newly improved products like UBA Connect – where our customers can carry out transactions from anywhere in the world – and our recently improved Mobile App, our uptime has improved significantly, and our branch operations have also recorded considerable improvement. All these are the outcome of the transformation journey which we embarked upon.”
He added that there have been cases of failed transactions, and the bank has taken relevant corrective and preventive actions for service improvement.
UBA Group Head, Marketing and Customer Experience Michelle Nwoga pointed out that the bank is focused on being more intentional in the quality of service delivery to customers.
The Customer Service Week is celebrated annually all over the world and recognises the importance of customer service and seeks to show appreciation to the staff who serve and support customers with the highest degree of care and professionalism.
