Customers of Diamond Bank Plc have commended the management and staff of the bank for their unrelenting efforts at ensuring customers' satisfaction. The commendation came at the bank’s customers’ forum held recently at 10 Degrees Event Centre Ikeja, Lagos.
At the forum which was attended by captains of industry and owners of Micro, Small and Medium Scale Enterprises (MSME), the customers stated that the bank’s continued focus on customers’ satisfaction has resulted in significant improvements and very impressive service delivery.
Speaking at the event, the Managing Director of Stina Agro and Allied Industries Limited, Mr. Austine Ajoku emphasized that he and other customers that he had interacted with were enthralled with the bank’s excellent service.
“We are very impressed with Diamond Bank because before we declare our intentions they already have answers. Our only challenge is the number of branches which we can see that they are working on already. For more than six years, they have been giving me excellent services, I have other banks but I prefer Diamond Bank because they serve my needs better”.
Also speaking at the forum, Mr. John Eze, another customer commended the bank's services and friendly work force and advised the bank to sustain the current practice of quality service and also open more branches in Lagos as some customers find it difficult to access the bank in their areas.
In his remark, the Executive Director, Lagos Business, Diamond Bank Plc, Mr. Uzoma Dozie assured customers that the bank will continue to provide quality financial services in an efficient, seamless and cost-effective manner that would add value to their undertakings.
Dozie further noted that the increase in the bank's product offerings and its aggressive expansion scheme were practical testimonies of the bank's mission to consistently exceed customers’ expectations by providing value added solutions to their businesses.
He noted that the bank brought all its relevant departments to the forum for the customers to get first-hand information about the activities of the bank and also to share their experiences with them.
The Executive Director added that the objective of the forum was for the customers to see the bank as a partner in progress in an effort to achieving its vision of becoming a leading financial institution with the best people, providing unequalled customer experience and delivering superior shareholders value.
“We still have a long way to go; I don’t believe we are already where we want to be. One of our focuses is to ensure that any service you can get in any bank in the world, you can actually get it in the Diamond Bank.
Our initiative is to help our customers reduce the number of the banks they are maintaining. In future you are going to see more innovations in the bank, I also believe that part of our role is to provide non-financial services to our customers,” he said.
He called on the customers to feel free to point out where the bank is right or wrong in its operations as every feedback either positive or negative would help the bank improve on its services to deliver value and increase return on investments.
Also speaking at the event, the bank’s Ikeja Regional Manager, Mr. Benson Oraelosi said “our job is service. Banking is like the job of an insurance agent. If one is not doing well and fails to listen or take corrections, one has failed in his responsibility. We might be working and think we are doing well and that our customers are happy while that is not the case. We are here today because without our customers we will be nowhere. Some have been with us from the get-go and their businesses have grown and their children are grown also and they are still with us. We are here to ask how we have served you and how we can do better.”
Head, Customer Experience, Diamond Bank Plc, Mrs. Shirley Uyakonwu said: “Alongside hosting fora like this, there are other opportunities that allow for feedback from you. Customers may choose to complain by telephone, in person or in writing. We have the toll-free phones in our banking halls and ATM points where you can call for complaints or enquiries. There are people by the phones waiting for you to call.”
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