In a move aimed at promoting customer service excellence among its staff and employees, Stanbic Bank Uganda has recognised its Bugolobi branch for excellence in customer service delivery.
The branch beat 6 finalist branches out of 70 participating ones.
The ceremony took place during the bank’s customer service week aimed at setting new industry standards and also recognises the customers for their contribution towards the growth of the bank.
Speaking after receiving the shield of excellence, Umaru Nyanzi, the Bugolobi branch manager, said the recognition was due to their performance over the past six months period which was reflected in the revenues and profit after tax on account of good customer service.
“As a branch we agreed that our major bottleneck to delivering consistent and exceptional customer experience, was the high number of customers that visited our branch for basic transactions. We therefore devised a robust plan to divert migratable transactions to alternate channels to allow them to pay attention to key branch customer visits. We worked as a team and everyone was held accountable. We used every day as a day to improve in our service delivery and we strived to do it better than the previous day,” he explained.
Stanbic Bank Chief executive Patrick Mweheire congratulated the Bugolobi branch for setting a new standard for the bank and industry and urged all the other branches to emulate it.
“Serving and satisfying customers is very crucial, but what stood out with the Bugolobi branch was the ability to go the extra mile by listening to the customers, getting real time recognition of what the issues were, owning them and finding solutions to suit the operating environment,” Mweheire said.
He said customer service delivery has improved over the last four years and if they maintained the trend then the customers and the bank would continue to realize growth.
The criteria for selection of the best performing branch included; customer compliments and complaints; branches had to select a service pain point and carry out initiatives to improve experience at their branches and the best initiative based on the set guidelines scored the highest.