Ecobank senior staff on Wednesday took their time off from their normal duties and occupied the banking hall to serve customers in various capacities in a scheme called guest tellering.
Victoria Chanza, head of consumer and commercial services at the bank told Malawi Metro Online that the service is a surest means how management can appreciate the real experience customers get in transacting with the bank.
Chanza said this year’s exercise also coincides with the global customer service week and it provides a good platform for analysing areas that needs improving to ensure excellent customer service.
“This initiative commenced on Tuesday and we gave our customers a special treat as we shared cakes with each one of them who entered the banking hall.
“As we progress with the service today all Ecobank executives including our new Managing Director Raymond Fordwuo served customers just to get acquainted with what our staff experience on daily basis as they provide services to the clients,” said Chanza.
Amplifying Chanza’s remarks, Mike Juma the bank’s head of customer experience said the activity ensures proper planning and execution of marketing strategies that are customer focused.
He said in the light of COVID-19 pandemic which has affected economies around the globe, it was just imperative to laud the selfless spirit of health
workers on the frontline fighting against further spread of Coronavirus.
“All Ecobank staff today dressed up as doctors, nurses, surgeons, dentists you name it just to send across a message that as a bank we wholeheartedly appreciate the roles being played by health workers in combating COVID-19 pandemic.
“This disease has taken the globe by surprise and the health personnel have really dedicated themselves in the fight for human survival,” said Juma.
One of the customers who only wanted to be identified as Angelina said: “This is a good initiative. I have interacted with the executives and I have pointed out what I see as gaps in customer service.”
Ecobank opened its doors on the Malawian market in 2008. As a pan-African bank it has extended its foot print on the continent to 33 countries.
Reported by McDonald Chiwayula.
