Windhoek
FNB has recognised that it is essential to deliver a consistent and excellent service experience when dealing with customers, the bank has said.
Speaking at the recent launch of the Customer Service Association Namibia Launch (CSAN), Erica Mulondo, Group Service Manager at FNB Namibia, said the bank was focusing on fulfilling the needs and exceeding the expectations of customers. “We seize every opportunity to deliver superior service to both our internal and external customers, as it holds a unique opportunity to enjoy the quality and standard of the products and services we offer.”
FNB Namibia also realises the huge impact employees have on customer experiences and has confirmed that “internal employee engagement ranks very high on our list of priorities”.
We believe when our employees receive support, inspiration and quality coaching on the matters of service excellence, they are more likely to become engaged and reach greater levels of contribution, competence and meaningfulness in their daily tasks and roles,” the bank says.
Mulondo said she would like to see an even more consistent level of superior customer service delivery across FNB Namibia and at all points of representation to avoid a “breakdown” in service delivery at all costs. “Long queues are, however, a reality for commercial banks in Namibia and most of our public service providers. Therefore managing the queues and showing the Namibian public that we value their time remains important. However, nowadays it is hardly ever required to make use of a physical point of representation, such as a branch…”
She stressed that FNB Namibia’s commitment to serve its customers and communities. “We want to be known as the ‘most trusted bank’ in the world and consistent superior customer service is part of that objective,” she said, adding that “customer engagement is an important component” on the bank’s strategic map.