A survey conducted by the Customer Service Academy has revealed majority of banks operating in and around Osu, a suburb of Accra, have poor customer service.
The survey which was conducted among 18 banks was to test if the banks were meeting industry specifications of customer service excellence.
[contextly_sidebar id=”6DNNSo0UPG6zQOq7uJfg8w3yDsgB7d13″]The month of October is known as the Customer Service Month around the globe and this year’s celebration marked the commemoration of the first Customer Service Academy in Ghana.
The survey results indicated that service quality was generally low and more than 50% of banks did not have feed-back forms for customers.
It also revealed that relationship managers with teller name tags were non-existent.
No bank was ranked ‘A’ representing outstanding service but four banks including Royal Bank, Unibank, NIB and Societe Generale were ranked “F”.
CAL bank, GT bank, United Merchant Bank and UT bank were ranked “-A” representing Excellent Service whilst GCB and First Capital Plus had “B”.
In the “C” category was Ecobank and Barclays whilst Fidelity bank, Bank of Africa, Zenith bank and Standard Chartered Bank were ranked “D”.
The survey also revealed that less than 40% of banks surveyed had toilet facilities specifically for customers and chewing of gum while attending to customers seems ‘trendy’.
Margaret Takyi-Micah, Chief Executive Officer of Customer Service Academy, expressed regret that customers were not seen as priority.
“The shocking thing was that people were not ready to do business and did not seek permission from the customer even when they had to get up while serving the customer with their colleagues also interrupting rudely with asking permission or as curtsey demands say excuse me which will show some respect to the customer,” she complained.
According to her, the posture of some of the bankers showed they were uninterested in the job of attending to customers.
Margaret Takyi-Micah therefore called on the banks to ensure their customers were given excellent service at all times.
By: Norvan Acquah–Hayford/citifmonline.com/Ghana