The first week of October is customarily known as Customer Service Week; an international celebration of the customer service industry. NMB have chosen to celebrate with their customers for the whole month showing how in various ways THEY CARE for their customer’s business, growth, well being, and convenience. NMB is focused in pursuing service excellence by meeting and exceeding the expectations of our internal and external customers.
Meet NMB’s Senior Manager for Customer Services, Amanda Feruzi as she takes us through an individual and organization perspective of Customer Service and why it is important for NMB to celebrate Customer Service.
Me: Welcome Amanda, let’s start with what is your role?
Amanda: My role is to Develop, Manage, Monitor and Evaluate Service Quality Standards across the Bank.
Me: What does customer service mean to you and NMB as an organization?
Amanda: Personally, I believe Customer Service means having the right attitude by treating customers’ in a friendly manner and with professionalism while meeting his/her expectation. As an organization – Service is number one key focus and priority aspect thus why NMB has been continue to be innovative in improving customer experience day by day.
Me: Why is it important to celebrate customer service week?
Amanda: Our customers (Internal & External) are the reason for our existing (NMB Plc.) Therefore we are celebrating to tell and show them that WE CARE – TUNAWAJALI for being part of our achievements.
Me: What is the most important element in serving customers?
Amanda: A very important element in serving our customers is making sure that we meet their needs and expectations. And when customers’ needs are not met, the most important aspect is to take feedback and work on it for improvement.
Me: How true is the statement ‘Customer is King’?
Amanda: When we say Customer is King we go back to emphasizing why we celebrate Customer Service Week. Customer is King because they are the reason we are here and we are driven by the motivation to serve them with excellence. Customers today want the very most and the best for every cent they spend therefore it is very important that we listen, understand and meet their needs.
Me: If Customer Service was an animal, who would it be and why?
Amanda: That’s a very interesting question and somehow a tough one. I would say Customer Service is more likely to resemble an elephant. Elephants are tender, they show leadership without aggressiveness and as a result their fellow elephants tend to respect them because of their intelligence and problem-solving mindset. This is why customer service resembles too.
Me: Thanks for talking to us about customer service and how you are organized to ensure that you meet your customers’ expectations.
Amanda: Thanks so very much.
Amanda: Thanks so very much.
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