Value Frontiera ltd.
AUTHOR:
G. Alaba Olusemore, FCIB
Managing Consultant/CEO
Nesbet Consulting Limited, Lagos
ABSTRACT:
Against the backdrop of the keen competition engendered by the recent banking sector reforms in Nigeria, this paper argues that the greatest challenge facing banks relates to how best to provide excellent services so as to attract and retain customers. In this regard, it is imperative for each bank to set its standards in terms of service quality and continuously measure performance against such standards so as to determine existing gaps and how they can be closed.
To assist banks in setting standards of performance, the author calls attention to common sources of customer dissatisfaction. These sources of discontent include inflexibility in providing services owing to a desire to adhere strictly to existing rules, undue delays in attending to customers’ needs and requests, poor record keeping and lack of courtesy by bank employees.
The author also offers useful tips for banks that are desirous of putting in place customer satisfaction programmes. One of the basic pillars of such a programme is for every employeee to imbibe the culture of service excellence. Management of the organization must also be prepared to review and re-design existing systems and processes for service delivery. Furthermore, it is crucial to benchmark against industry practice, both locally and internationally.
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