The Agricultural Development Bank (ADB) PLC celebrates 2024 Customer Service Week with a commitment to excellent service experience across all its channels.
In the wake of this year’s Customer Service Week Celebration, from 7th to 11th October, ADB has highlighted its continued dedication to putting customers at the heart of its operations.
The implementation of this has been through the Bank’s excellent service proposition; “quality service, all the time; all the time, quality service.”
In his remarks, the Managing Director (MD) of the Bank, Alhaji Alhassan Yakubu-Tali, indicated that customer service is more than just a department or an event and that it is a conscious process that takes center stage in all activities across channels. “We believe that banking is not just about numbers, transactions, and profits, but it’s about delighting the customer throughout the journey,” he said.
The MD noted that the theme for the 2024 Customer Service Week, “Above & Beyond,” perfectly aligns with ADB’s ongoing strategy to enhance excellent service experience by striving to consistently exceeding expectations in every aspect of its operations.
“When we say ‘going beyond,’ we mean delivering proactive service that anticipates customer needs before they even arise. Our goal is to ensure that every interaction strengthens the customer’s relationship with the ADB brand,” the MD stated.
As part of continuous efforts to enhance excellent service experience, Alhaji Yakubu-Tali indicated that ADB was effectively implementing the Consumer Recourse Mechanism guidelines in line with the regulator, Bank of Ghana (BoG). These guidelines, he added are designed to ensure that customers have access to adequate complaint handling and redress mechanisms, thereby fostering greater trust and confidence in ADB and the banking sector as a whole.
“These guidelines are timely, accessible, fair and efficient, and forms part of efforts to foster public confidence as well as trust in ADB and the banking sector as a whole.” Alhaji Yakubu-Tali added.
He further stated that the recourse mechanism is particularly important in today’s fast-paced banking environment, where customers expect quick and effective resolutions to their service-related issues. Thus, by adhering to these guidelines, ADB is reinforcing its commitment to accountability, transparency, and customer satisfaction.
Alhaji Yakubu-Tali also indicated the Bank’s continuous role in promoting excellent service experience with the rolled-out of instant card issuance project, which has brought significant convenience to both customers and non-customers.
“Currently we issue the GHLink, Visa prepaid and debit cards instantly across 29 branches and on schedule to extend this to all branches by 2026,” he noted. “The Bank will continue to improve its processes, roll-out innovative products and services to best serve the needs of our cherished customers and the general public,” the MD added.
The Head of Customer Care and Service Quality, Obaapa Yeboah Addo outlined the Bank’s scheduled activities for this year’s customer service week. She indicated that customers will have the opportunity to interact with Executive Management of the Bank who will take on direct roles as customer service officers at various branches.
“Other activities include sales activation exercises, customer visitations, food bazaars, health walk, and fun games.”
The Customer Service Week, celebrated annually all over the world, recognizes the importance of customer service, and ADB always leverage this important week to show appreciation to its customers for their invaluable trust in the brand.
The conscious prioritization of excellent service experience has endeared the Bank to wining several awards at the just ended Chartered Institute of Marketing Ghana (CIMG) Customer Satisfaction Survey Index Report Launch and Awards Night. The Bank also won the 2024 Paa Grant Medals for Business Excellence which have all been dedicated to its customers and all other stakeholders for their loyalty and continuous support.