October is Customer Service Month! Barclays Bank of Botswana (BBB) will commemorate the month under the theme 'Customer at Heart', which is the theme observed across Barclays Africa.
While the international community has dedicated a week to recognise customer service, Barclays found this as an opportune moment to dedicate the whole month to service, stated Prince Mobita, Barclays Head of Customer Service.
According to Mobita, October month gives Barclays a chance to highlight to its employees the importance of consistent and excellent service at all times, adding that customers are attracted to an entity by service experience more than anything else.
The customer service month gives Barclays a chance to highlight to its employees the importance of consistent and excellent service at all times, recognising staff members who delight customers and remind our customers of our commitment to excellence.
He said: "In addition to this, we realise the importance of spotting good service and rewarding our employee, hence part of what we will be doing during October month will include appreciating colleagues who are caught delighting our customers."
In 2013, Barclays engaged customers to get feedback on the products, processes and services, with the aim to enhance overall service experience. “I am delighted to say that from the feedback we received from customers, we have since improved some of our processes and offerings and aim to continue with this approach,” said Mobita, adding that they introduced a fraud detection system which monitors transaction patterns of customers, signalling alarm for any abnormal or suspicious transactions.
Barclays has also made major strides in the digital channels space. Customers are now able to send money to anyone in the country through a Barclays ATM via their newly introduced Cash Send service. The recipient does not need to have a Barclays account.
“These are some of the ways the bank brings convenience to customers and reach out to the unbanked population. An investment has also been made on Intelligent ATMs which will allow services like ATM cash and cheque deposit in the near future,” he explained.
The bank has lined up a number of activities during the month of October to celebrate and appreciate customers for their loyalty and patronage to the bank.