In 1992, the US Congress set aside the first week in October as the National Customer Service Week (NCSW). Over time, this weeklong celebration and appreciation of customers caught the attention of the world and in no time, became an international activity. The week calls attention to businesses who provide services to boost employee morale and also rewards loyal customers for their contributions over the years all across the world.
Bank of Africa Ghana has ended its month-long customer service celebration across all branches by re-affirming its commitment to continue to serve customers better.
The Head of Service Excellence of the Bank, Sheilla Gyamfi-Yeboah, said the month-long celebration is to allow the bank to properly celebrate its customers and not rush through the occasion.
She explained that even though throughout the year and as part of its daily operations Bank of Africa continually satisfies its customers, the bank believes in setting aside a period to “re-evaluate the quality of service given and also re-affirm its commitment to serve.”
Gyamfi-Yeboah acknowledged that the success and sustainability of the bank revolves around customers, hence ensuring customer satisfaction is key.
Even though the global theme of this year’s celebration is “The Power of Service”, Bank of Africa Ghana decided to run on the theme, ‘Quality Service Powered by Digitalization and Automation’. This theme was to communicate the bank’s resolve to promote the use of its digital banking solutions such as the BMobile, which is the Bank’s Mobile Banking application; BOAweb, which is its internet banking platform; BOAPay which is a payment platform for schools, churches, associations among others.
Customers who visited the banking halls during the period received some COVID infection prevention gift items.
In the last week of the month-long celebration, staff of the bank dressed down to represent the dressing culture of the other 31 countries with Bank of Africa presence.
In today’s world of business, delivery of excellent customer service helps retain customers and also extract more value from them. By delivering exceptional customer service, businesses are able to cultivate a loyal customer base that refers other customers through reviews and testimonials. Indirectly, businesses are able to recoup their customer acquisition costs if their service delivery is exceptional.