I
was in one of the many branches of First Bank Nigeria situated Lagos today. I
needed to make some deposits but had a swell time as the employees of the bank
reminded me of my first love in customer service. I saw that all hope is not
lost about improving the attitude of Nigeria’s banking community to service. In
the recent past, customers suffered to make deposits and withdrawals but today
only a few customers were spotted in the well arranged branch. One would have
thought that the introduction of automated teller machines is the perfect
solution to crowded banking halls. Rather, more problems emerged with the
adoption of this cutting edge technology. Nigeria was recently very high
amongst countries with the largest number of ATM transactions. This however did
not reduce how bank customers stay in unending queues at ATM locations just to
transact..
As I
tried to enter the branch, the first security man at the gate saluted “good morning sir, welcome to First bank”.
I managed to respond to him muttering to myself “I have no shishi to spare
today”. The greeting was unusual. I had patronized the same branch
severally with this same gate man not uttering a word to me. At some other occasions
he even exchanged abusive words with customers. As if that was not enough, as I
stepped into the banking hall, a neat well dressed security man shouted me “good
morning sir, welcome to First Bank”. I was flabbergasted and taken aback. This
is now getting more serious. Could it mean that the branch recently had a
knowledge sharing session (KSS) that changed many things?
I
had to believe the latter, that something good was going on. The banking hall
was not crowded as usual, everywhere was well lit and with a good scent
stimulating my olfactory perception. The whole setting was just appropriate. I
could have given the FBN branch a 100% rating today assuming I was there on a
mystery shopping visit but for one thing. The gate-man that saluted as I entered
the branch did it with a good attitude but lacked the right skills. Instead of
quickly correcting him as he tried to welcome the customers in a commanding
tone, the other bank employees were busy gossiping about his loud unpalatable
way of dishing out the greetings in instruction form to the customer. I don’t blame
him. I will rather have him better trained because he is willing.
Contrary
to my thoughts that I may be over exaggerating my passion for customer service,
the love for excellent service delivery soared instantly from within. I quickly
cautioned the staff that was jesting about this without thinking. I advised him
and others on the need to correct the security man so that he can be better at
what he is doing. He already started something good and should get the right
motivation to do more. I suggested to them to tell him to greet the customer as
if he was wooing a new love. Everybody that heard that laughed but then, that
was the right thing to do.
Customers
would appreciate your customer service intentions only if you make them
attractive and romantic. No wonder one of my mentors used to say “romance your customers”. I recorded
today as a positive one for me. Smiles came without the any SMS alert of
unprecedented cash deposit into my account. The experience of what I had always
preached but never seeing in our banks made me elated. Luckily for me too, I
was able to touch the life of several bankers with my experience as a customer
service professional. Nothing more made me happier today. Congratulations to
the First Bank branch for winning my A rating in service excellence today, the 10th
of June, 2014.
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