27 January 2014

Nigeria: Inside Banking Halls

This branch of First Bank of Nigeria Limited has an organised and well structured banking hall. When you drive into the complex, there is more than enough parking space. The ground floor of the building was dedicated to customer service and bulk room. There is also an additional bulks room upstairs.

However, THISDAY noticed that some of the customers were unhappy with the services being provided, especially on matters of inquiries and problem resolutions.

A customer who came to complain that he was not receiving notifications on his phone explained that he had reported the matter severally and had yet to receive a solution to it. Another customer had a similar complaint and was also not happy because it was also yet to be resolved. The approach from the customer service officials could be said to be on the average as more customers came in for complaints and were not getting the solutions they wanted. In terms of tellering services it was satisfactory; the cashiers were fast and efficient. There were no long queues in the hall because the cashiers were quick in paying out and receiving money all with a smile on their faces. The surrounding was also neat.


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