First International Bank (FIBank), one of the leading private commercial banks in the country, on Thursday, December 20th 2012, observed Customer Appreciation Week in all its branches throughout the country. The idea is to reciprocate the gesture of their customers, who have been active in patronising the bank.
The week was observed in the form of increasing the number of staff in the operational areas with a view to ensuring sure that no customer complains and that their requests are attended to urgently; as well as giving out sweets and canned drinks to each and every customer that comes to the bank.
"We deem it fitting for the top management to come up with this idea. The initiative is dedicated for FIBank customers for choosing and banking with us over the years," said the general manager responsible for Marketing and Business Development at FIBank, Pa Ousman Njie.
He observed that the idea is a way to gauge how the bank's staff are working in their daily interaction with the customers and it also avails them the opportunity to know the customers' experience. According to him, it will also help the customers to know what the Bank is doing as well as to know where they are lacking.
He reiterated that the whole concept is geared towards making proper decision making that would surpass the customers' expectation and satisfaction, adding that spending a day in the bank will further enable them to understand their customers' needs and weak points. "Our aspiration and mission is to be the bank of choice, the bank of choice through providing quality service and bench marking using our advanced technology as a spring board to surpass our customers' expectation," General manager Njie further explained.
According to him, some FIBank customers are multi -banked and that they would tell them the experience they have had with the other banks. One main thing highlighted by these customers as regards their experience with others, according to Njie, is their repeated assertion that the quality of service they get from FIBank is second to non.
"We will not seat on our laurels in Banjul but will also make sure that we redouble our efforts to maintain the momentum. It is our intention to come up with the initiative twice in a yea and it is a pleasure meeting customers," he stated, while further assuring of the Bank's commitment to maintain this positive status quo.
A first manager, Marketing and Business Development at the same Bank, Baboucar Sawaneh said he is always of the belief that customers have options in the banking industry, noting that if a customer chooses to patronise, it is not by default. "The customers could choose other banks, so therefore we deem it fitting to choose a day in the year for FIBank also to reciprocate their patronage. We thank our customers for the patronage over the period from 1999 to date, especially now that there are 12 banks competing within a very tight industry," he stated.
The FIBank Banjul Branch manager, Isatou Njie, for her part, disclosed that she has been working with the bank since 2009, and went on to describe the day as a special one for them and their customers. She said it provides them the opportunity to be closer to their customers and show them their level of appreciation.
"We thank the customers for their patronage because without them we will not be here. The interaction between the staff and customers of the FIBank is great as we treat them as a family. I would like to call on others who are not yet banking with us to come and try us and to see the service we provide. We provide excellent service and have products that can match with anybody base on the salaries and business," she remarked.
The FIBank general manager - Legal and Corporate Service, Bennett Edet, who also doubles as the Company Secretary and Legal Adviser, also expressed similar sentiments, noting that the day was meant to appreciate and recognise the patronage of their esteemed customers.