Imagine you are a bank customer and you arrive at your regular branch to transact business on this day. It gets to your turn and as you get to the counter, the teller behind it is not the usual one you meet there; but he looks vaguely familiar in his sharp dark suit and purple tie.
Then it hits you – this is the face I have seen in media photographs and even on Arise TV not long ago, analyzing national and international economic policies.
This was the scenario that played out at Ecobank’s Western Avenue, Surulere, Lagos branch on Thursday.
Yes, the teller behind the counter was no other than Patrick Akinwuntan, the Managing Director and Numero Uno Teller of Ecobank Nigeria, who yesterday, as part of the global Customer Service Week, went to the Western Avenue branch of the bank in Surulere, Lagos and started attending to customers to commemoration the week.
And he did not just attend to one customer! There were several of them who had the opportunity to ask him questions and have their banking needs met by him.
Mr. Abimbola Odunsi, a Marine Consultant was one of such customers. So also was Mr. Titus Ofurum, Managing Director, Marigold Farming Tools. The young ones were also not left out. Kehinde Adesogan, a student of Queens College, Yaba, Lagos was one of those who were pleasantly surprised.
As the Ecobank MD told everyone, the business of the bank is all about the customers.
“It’s all about you”, he told them.
Patrick Akinwuntan assured the customers that the Ecobank was well-positioned to meet and surpass their expectations through its seamless and world-class digital products and services, stressing that the various customer experience transformation initiatives of the bank are targeted at customers’ satisfaction at every interaction and touch point.
He reiterated the bank’s commitment to its customer-centric mantra which places high premium on excellent service delivery to all categories of customers.
The Managing Director explained to the customers how the various digital offerings could improve their businesses. “Mobile App, Ecobank Online, Ecobankpay, Ecobank Omni, Omni-lite, our *326# and our express point agencies are deployed to effectively meet your needs at all times. We enjoin you to take advantage of them. The whole idea is to be able to serve you, whatever the situation and this has been proven right during this pandemic period”, he explained.
He also took time to explain to the customers the inherent benefits of the e-naira policy set to be introduced by the Central Bank of Nigeria (CBN).
Customers who interacted with the Managing Director confirmed an enhanced service delivery, describing the various digital offerings of the bank as top notch.
Mr. Titus Ofurum, Managing Director, Marigold Farming Tools said he has been doing business with the bank for decades, stating that he has become a referral for the bank. “I have been banking with Ecobank for years. All my companies’ accounts are domiciled in your bank. I have enjoyed tremendous, goodwill from your staff over the years. Besides, your services remain my attraction. I have referred many of my colleagues and family members to Ecobank”, he concluded.
In the same vein, Mrs. Adepoju Kehinde, a Fashion Designer said the bank’s digital offerings such as POS, Mobile App and Ecobank Pay were positively impacting her business, advising other small business owners to avail themselves of the various products and services of the bank.
In Thursday’s Guest Tellering initiative, top Ecobank executives were deployed to various branches of the bank across the country and worked as Tellers and Customer Service staff, meeting and serving customers firsthand. The initiative was to serve also as a feedback mechanism for the management of the bank.
With Mr. Akinwuntan on the Guest Tellering round in Surulere was Mrs. Olubunmi Otuniga, Head, Customer Experience of the bank.