First City Monument Bank (FCMB) has restated its commitment to provide the very best of service delivery and value-added offerings that will consistently enhance the experience of its teeming customers at every touch point. The Bank further assured that it will continue to leverage on its solid business models, highly professional staff, innovation, bespoke solutions and technology to turn the aspirations of customers to life changing opportunities.
FCMB gave the assurance in a statement to commemorate this year’s international Customer Service Week, holding from October 5 to 9, 2020, under the theme, “Dream Team”. The theme essentially highlights the importance of teamwork in providing outstanding service to all customers at this challenging period. Moreover, it serves as a tribute to teams who work together to provide excellent and magical service to customers, most especially those that have embraced new work arrangements, passionate about what they do, strive for excellence, adapt to change and value teamwork despite the menace of the COVID-19 pandemic.
The Customer Service Week, which started 36 years ago, is a period set aside to recognise and appreciate the job done by people in service organisations in a way that emphasises the importance of customer service in running successful businesses as well as the role of employees towards achieving this.
In the statement, FCMB announced several exciting activities to make this year’s Customer Service Week memorable and impactful, as the event offers another opportunity to further connect, engage and appreciate customers for their unbridled loyalty and patronage in the last 38 years that the lender has been in existence.
The activities include, a customer appreciation drive whereby customers who buy airtime worth N500 and above via the Bank’s *329# USSD channel get a 10% bonus add-on all through the week; a virtual question and answer session between customers and the Divisional Head, Service Management & Technology. This will afford customers an opportunity to get first hand responses and clarifications on matters relating to their business relationship with the Bank. In addition, cakes will be delivered to children who operate kiddies account with FCMB and whose birthdays fall within the customer service week.
Employees of the Bank are also not left out of the customer service week celebration. A virtual party will hold on Friday, October 9, during which some employees will be recognised and celebrated for their achievements and overall championing of FCMB’s core values of Execution, Professionalism, Innovation and Customer-focus (EPIC).
Commenting on the 2020 edition of the Customer Service Week, the Divisional Head, Service Management & Technology of FCMB, Mr. Oluwakayode Adigun, said the impact of the COVID-19 pandemic has revolutionised the way organisations and their employees engage with customers.
According to him, “this year’s event resonates deeply with us, because we pride ourselves as an institution that is made up of world class professionals driven by a culture of excellence. In addition, we consistently go the extra mile to develop and offer solutions that align with the lifestyle and aspirations of the various segments of the population we serve. For all of these, we are again using the opportunity of the customer service week to express our appreciation to our stakeholders".
With over 6 million customers as well as over 200 branches spread across Nigeria and consistent growth in overall performance, FCMB has proved to be a resilient and dominant player in the Nigerian financial industry. The Bank’s resolve to create unique user experience for its customers has inspired it to successfully support the individual and business aspirations of customers in various segments.
The financial institution has deepened and sustained its support to Nigerians and the economy, through various interventions, to mitigate the effect of the pandemic in the country.
Among such actions taken by FCMB is the recent reduction of interest rates on all consumer loan products for customers. This has tremendously helped individuals to boost their purchasing power and standard of living by helping them free up extra income to meet other expenses in a convenient manner. The Bank also recently launched a Health Advisory Service, an on-demand health information service in collaboration with Wellvis.org, which makes it easier for Nigerians to access quality healthcare from the convenience of their homes, offices or even on the go.
These strides, among several others, have earned the Bank several accolades and awards. For instance, FCMB is the number one Bank in customer experience for Small and Medium Scale Enterprises (SMEs), based on a survey carried out by KPMG in 2019. The lender was also conferred with the award of "Most Business-Friendly Bank" at the 2019 edition of the BusinesDay Banking and Finance Awards. It equally bagged the award of "Excellence in Customer Experience" at the Finnovex Award held last year.
First City Monument Bank (FCMB) is a member of FCMB Group Plc, which is one of the leading financial services institutions in Nigeria with subsidiaries that are market leaders in their respective segments. With a clear understanding of its market and environment, the Bank has successfully transformed to a retail banking and wealth management led group. It has also continued to distinguish itself through innovation and the delivery of exceptional services, while enhancing the growth and achievement of the personal and business aspirations of customers.