Customer Service Week (CS Week) is an international event celebrated annually during the first full week in October. During this period customer-oriented organizations and institutions around the world recognize the importance of customer service excellence to their organizations.
This year, Customer Service Week will run from the 7-11th of October.
In Kenya, NCBA Bank has continued to make strides to ensure its customers enjoy exceptional services by making them the heart of the business.
As one of the premier financial institutions in Kenya, NCBA Bank says it has committed to ensuring that all its interactions with clients are seamless, promoting customer satisfaction.
Last year the bank unveiled a new updated Service Charter. Anchored on the Kenya Banking Sector Charter and the Banking Industry Customer Service Standards, the bank said ”the charter is a testament to our commitment to protecting its customers rights and promoting fair treatment.”
‘’At NCBA we put our customers at the heart of everything we do by delivering the highest standards of customer service, at all times and at every touch point.’’ the bank notes on its website.
‘’The relationship we build with our customers is determined by the service they receive. This is why we’ve set our key principles to raise customer service to greater heights, inspiring our customers to Go for it.’’
Over the years, the bank has invested in cutting-edge technology to improve service delivery. Through its digital propositions, ranging from online banking, and mobile banking through its app, card payments, and NCBA Till have stood the test of time and upheld customer’s expectations. Whether it’s transferring funds, paying bills, or monitoring account activity, these digital platforms allow NCBA customers to perform transactions seamlessly and securely.
With NCBA Till for example, customers can pay directly to any Mpesa or Airtel Money Till, directly from their NCBA accounts, without needing to withdraw the money to their mobile banking wallets. By simplifying the transaction process, NCBA Till supports businesses in streamlining their financial operations and improving cash flow management, ultimately contributing to a more efficient and hassle-free payment experience for both businesses and their customers.
To boost operational efficiency, NCBA Till provides robust API integration, enabling merchants to receive instant push notifications and ensuring immediate awareness of all transactions. This seamless integration with NCBA’s systems streamlines operations and enhances the overall customer experience by delivering real-time updates and confirmations.
The bank has also invested massively in customer support with multiple customer care channels, including a 24/7 call center, social media support, and WhatsApp banking available for its customers. This allows customers to reach out to the bank for assistance at their convenience.
As cyber threats continue to rise, NCBA Bank has also made significant investments in security technologies to protect its customers. Last month, the bank revealed that it has made a significant investment of nearly $31 million through 2023 to improve and strengthen its cybersecurity infrastructure. This significant financial commitment underscores NCBA’s commitment to protecting sensitive customer data and ensuring the integrity of its digital operations at a time when cyber threats are increasingly sophisticated.
NCBA also recently hosted its SACCO Banking Division customers in a forum focused on helping them bolster their defences against the growing threat of cyber-attacks.
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