Lagos: September 28, 2016 – In line with its ‘customer-first’ approach to service delivery, First City Monument Bank (FCMB) Limited has rolled-out a series of exciting and rewarding initiatives to further enhance customer experience during the celebration of this year’s international Customer Service Week, which will hold from October 3 to 7, 2016. The theme of this year’s celebration is, ‘’Service Champions’’. The theme recognises that delivering excellent service is only possible with a team of dedicated professionals working together.
The Customer Service Week which started 32 years ago, is a unique period when service organisations and global agencies extol the patronage and loyalty of their esteemed customers by introducing several unique and special activities to appreciate them. It is celebrated annually during the first full week in October, and has grown into a global event.
In a statement, FCMB said that the celebration of this year’s Customer Service Week promises to be a memorable one going by the number of activities it has lined up. Among this, includes visit to customers by the Management of the Bank, the provision of gifts and edibles for walk-in customers during the period, a treasure hunt contest, special birthday celebration for kids account holders, free tickets to watch movies at the new Filmhouse iMax in Lekki, Lagos. E-mailers and messages will also be sent to customers to appreciate them.
Commenting on the Customer Service Week, the Group Head, Continuous Improvement and Service Management of FCMB, Mr. Moronfolu Fasinro, said, ‘’our involvement in this annual event is another way to re-emphasise the importance of our customers across all segments of our business. We always recognise their contributions to the success story of First City Monument Bank (FCMB) over the years. The event also provides us another good opportunity to engage and delight our customers. We are determined to be the bank that everyone wants to bank with, do business with, where opportunities are turned into realities’’.
He added that, ‘’exceptional service delivery at all times remains a core aspect of FCMB. We are committed to attaining the highest levels of customer advocacy to further consolidate our position as a foremost brand and an inclusive lender’’.
Mr. Fasinro assured that the Bank would continue to deploy its service culture effectively and appreciate the loyalty of customers by offering value-added offerings that would meet their individual and business needs as well as that of Nigeria in a sustainable manner.
FCMB has over the years introduced a number of initiatives to enhance customer experience. Among these are the strategic growth of its branch network for accessibility to more people, extension of business hours at the branches nationwide, provision of additional alternate channels (such as ATMs, PoS, FCMBMobile, FCMBOnline, Quick Recharge and other self-service terminals), increased hours of service at the call centre and introduction of multilingual services, among others. FCMB has in place a team of highly dedicated and professional staff that go the extra mile to give its customers a sustainable excellent customer experience.
First City Monument Bank (FCMB) Limited is a member of FCMB Group Plc, which is one of the leading financial services institutions in Nigeria, with subsidiaries that are market leaders in their respective segments. Following a successful transformation into a retail and commercial banking-led group, FCMB expects to continue to distinguish itself by delivering exceptional services, while enhancing the growth and achievement of the personal and business aspirations of its customers.
With a clear understanding of its market and the environment, analysts are of the opinion that the FCMB brand is well positioned to create more value for its growing customer base and other stakeholders.