NCBA Bank has kicked off its Customer Service Week with its focus on giving customers an ‘Extra-Ordinary’ experience. The bank wants to make sure that every interaction with their customers is special and goes beyond what is expected.
The week’s activities spearheaded by Group Managing Director John Gachora and NCBA’s leadership team, took their time to personally serve customers at the Mama Ngina branch.
This was part of the bank’s ‘In Your Shoes’ program, where senior leaders worked as tellers to show how important customer service is from the top down.
The program is meant to remind all NCBA employees to put customers first in everything they do, with leadership showing the way. It’s a clear message that great customer service should be everyone’s priority.
Throughout the week, NCBA will roll out several new services to improve customer experience. This includes faster service for things like account opening, cash deposits, and cross-border transactions.
For example, opening an individual account will take just 16.5 hours, while business or joint accounts will be ready in 22.5 hours. Cash deposits will be handled in 5 minutes, and foreign currency transactions will be handled in 10 minutes. Read the bank’s new Customer Service charter here
NCBA has also planned interactive sessions with customers, both in-branch and online, to explain how the bank is working to support their goals. These sessions will give customers a chance to learn more about the bank’s vision and how it aligns with their own needs.
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The bank’s customer service promise is simple: ‘We Know You, We Back You, We Will Wow You’. NCBA values long-term relationships with customers more than just profits, and they believe this approach will set them apart from other banks.
NCBA’s Customer Service Week is about celebrating its customers and the mutual trust they share with the bank. It’s also a time to show how NCBA helps clients achieve more with their money and their lives.
This year’s theme, ‘Extra-Ordinary’ service, shows how the bank has built strong relationships with its customers over time and seeks to maintain them.
