CUSTOMER SERVICE POLICY
CUSTOMER SERVICE MISSION
To attract, retain and delight customers, empowering their holistic transformation.
SERVICE QUALITY STANDARDS
Welcoming Branch Environment
The Branch management is responsible for ensuring the branch both externally and
internally, is kept clean and in good order with strong visible branding.
It is the responsibility of the Customer Services Managers and Sate light branch
Supervisors to ensure that the banking hall is well arranged, neat and organized both
before and during business hours.
General Cleanliness and Neatness
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Clean floor with no litter (enough waste paper baskets)
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Blinds (if any) should be clean and neatly drawn
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Clean windows and doors
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Furniture and plants neatly arranged and dust free.
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Decent and professional dressing by staff members
Customer area
The customer area/ banking halls should always have:
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Neat and tidy writing counters
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Well stocked brochure and stationary stands
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Working pens, enough carbon papers (where necessary)
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Neatly organized queuing system with clear directional signage
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Hangings (Presidential portrait, Trading license, products list, Adverts etc)
which are displayed are visible to customers.
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Directions
Clean and paper-free floors
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Clean desks and Counters
Customer Reception
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Before doors open for business at 8:30am/9.00am, staff should be ready, organized
and prepared to focus on the customer.
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Customers should be greeted with a smile to communicate willingness to help, speak
courteously, clearly and in a friendly manner with an appropriate level of energy.
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Eye contact should be maintained and the customer given 100% attention at all times
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The customer’s name should be used at least twice during the conversation, if known,
if not known courteously ask them
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An open posture should be displayed and a positive, receptive attitude maintained.
For non-transactional processes, ask if there is anything else you can do to help
Customer should be thanked after every transaction and wished a good day.
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Queue Management
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Customers should spend the shortest time possible in the Institution’s premises in order to
be served. Recommended turnaround time: Maximum off peak-5 minutes and Peak-10
minutes.
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All counters should be manned during peak periods.
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Annual leave should be planned so as not to coincide with peak periods of the month/
year. Peak periods include may include but not limited to; school fees days, end of
month and Christmas seasons.
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Customer Service Supervisors should monitor the queues by identifying customers
who can be served at different service points. E.g. Cheque deposits can be received
at another location, those queuing in the wrong places can be directed etc.
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If there is a need to keep the customer waiting, the customer should be informed as to
why they are waiting and for how long they will have to wait. A customer should never
be left to wait in suspense.
Customer Involvement
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As much as possible customers should be allowed to take part in decision-making.
This will strengthen our relationship with customers and increase customer loyalty
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The Customer should always be given 100% attention when being spoken to
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Ask questions to cross-check your understanding
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Customers should be educated by giving them as much information as possible and
that which is relevant to their situation
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Realistic expectations should be set by explaining to the customer what can and
cannot be done. Agree the appropriate action to be taken and explain any limitations
to the customer’s request. The expected date for results should be communicated to
the customer.
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Confirm customer satisfaction and conclude by thanking her/him, extend an invitation
to call again and wish her/him a nice day.
Note: Ensure to follow up on any agreed action and call the customer to give him feedback
without waiting for him/her to call you first. If with genuine reason results are not received
within the specified time, call the customer, explain why it was not possible to deliver as
expected and apologize for the delay. This courtesy and personalized service will go a
long way in achieving customer trust and loyalty.
Get it Right the First Time
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All staff should be knowledgeable about business products and requirements
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Before the customer leaves the branch, the staff member must ensure that all
instructions are clearly signed and checked against all requirements. Confirm
understanding by repeating instructions to the customer
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If in doubt, always ask your supervisor/Manager.
Know your Customer
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Take keen interest in the customer by finding out more about them e.g. Who they are,
what business they are engaged in, who their customers are, their family etc. (Do not
pressure them if they are not willing to reveal this information)
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This information can provide sales leads for more business
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It will help us discover and anticipate customer’s needs so as to fulfill them.
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It will also enhance positive identification
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Knowing your customer also will help to curb frauds