First City Monument Bank Limited (FCMB) is celebrating its customers across all service touch-points as the world mark 2022 Customer Service Week on the theme, ‘Celebrate Service’.
Between January and August, about 95% of customers that
reached out to the Bank got prompt attention, with most of their issues
instantly resolved, accounting for a favourable Net Promoter Score (NPS) of
55%, FCMB noted in a statement.
Mrs Yemisi Edun, Managing Director of the Bank, said:
“Deftly combining tech with the human touch has helped us gain trust through
excellent service experience and extraordinary customer journeys.
“Our customers provide positive feedback and are happy with
every interaction. So, we celebrate our customers and people who serve and
support them during this year’s Customer Service Week from October 3 to 7.”
The bank’s Senior Vice President and Divisional Head,
Corporate Services & Service Management, Ms Felicia Obozuwa, said: “We have
lined up fun-filled activities to celebrate and reward customers and employees
during this year’s Customer Service Week.
“For customers, we will introduce a transaction-free day on
the wave-making FCMB Mobile App, give movie tickets and airtime and run a
scavenger hunt on the FCMB Flexx zone, where winners will receive exciting
gifts.”
She added that this year’s Customer Service Week would be a
week-long celebration of talent, creativity, and camaraderie across the Bank.
A hybrid (physical and virtual) party for employees of the
Bank will hold on October 7, and the highlight will be the much anticipated
“FCMB’s Got Talent” competition, which provides a robust platform for employees
to showcase their talents, creativity and win gifts.
Other customer-focused celebratory initiatives of the Bank
are visits to top customers to present them with thank-you mementoes and get
their feedback on how to continue to delight them.
FCMB will also celebrate young customers by delivering gifts
to those who operate kiddies accounts whose birthdays fall within the week of
October 3 to 7.
The annual Customer Service Week celebration started 38
years ago as a period set aside to recognize and appreciate the job done by
people in service organizations.
The management reiterated emphasizes on the importance of
customer service in running successful businesses and employees’ role(s) in
achieving this Customer Service Week with rewards, fun.
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