by ebenezer
Ecobank senior staff on Wednesday occupied themselves in the banking hall to serve customers in various capacities in a scheme called guest tellering.
Victoria Chanza, head of consumer and commercial services at the bank said that the service is to enable the management to appreciate the real experience customers get in transacting with the bank.

Chanza added that this year’s exercise also coincides with the global customer service week and it provides a good platform for analysing areas that needs to be improved to ensure excellent customer service.
“This initiative commenced on Monday this week and we are gaving our customers a special attention and treatment like sharing cakes with each one of them who entered our banking hall.

“As we progress with the service all Ecobank executives including our new Managing Director Raymond Fordwuo served customers just to get acquainted with what our staff experience on daily basis as they provide services to the clients,” said Chanza.
In concurring with Chanza’s remarks, Mike Juma the bank’s head of customer experience said the activity ensures proper planning and execution of marketing strategies that are focusing on their customers.
He clarified that in the light of COVID-19 pandemic which has affected economies around the globe, it was just imperative to laud the selfless spirit of health workers on the frontline fighting against the transmission of the killer Coronavirus.
“All Ecobank staff have dressed up as doctors, nurses, surgeons, dentists, just to mention few health professionals in order to send a message that as a bank we are wholeheartedly appreciate the roles being played by health workers in fighting against COVID-19 pandemic.
“This disease has taken the globe by surprise and the health personnel are dedicating themselves in the heavy fight for human survival,” said Juma.
One of the customers who only wanted to be identified as Angelina said: “This is a good initiative. I have interacted with the executives and I have pointed out what I see as gaps that need to be filled in the customer service delivery.”
Ecobank opened its doors on the Malawian market in 2008. As a pan-African bank it has extended its foot print on the continent to 33 countries.
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