Diamond Bank believes in lowering down the walls between the Bank and its customers to ensure better engagement and experience. Customers, I feel act as the fuel for the company- each policy and every service is designed keeping consumers at the centre. With their opinions, feedbacks and voice the seed of a new idea is sown. The sapling which buds out from that seed transforms into a policy which is thereafter nurtured by giving the required care and protection through well planned ‘customer services’.
Although there are a number of options available to acknowledge the customers virtually, nothing can beat a handshake with personal appreciation. To give our esteemed customers this delightful experience, a customer service week was organized at Diamond Bank.
As a part of this global celebration of the World Customer Service Week 2015, I took up the seat of cashier at our Ajao Estate, Isolo, Lagos branch for a day. Some customers looked surprised to see me at the desk; some were confused, while others appeared ‘satisfied’ and ‘secured’. Dealing with the customers directly was a completely unique experience for me. I immensely enjoyed the moment while I made them aware of various technological breakthroughs that Diamond Bank offers to make ‘banking’ an interesting and convenient affair. They were also ensured of immediate assistance in case of crisis and prompt redressal of their grievances. I was ‘at their service’ to demonstrate Diamond Bank’s core objective of delivering our customers the services which are beyond comparison.
The main objective of this surprise appearance at the Teller’s desk was to make my customers feel special. Gift vouchers were also presented to them to make their visit at the Bank a pleasant one. This initiative was first of its kind in Nigeria that the traditional paradigm was overlooked to focus on bringing a change.
The structure of an organization stands high and steady only if the foundation is strong, and this foundation is built upon satisfied customers. Increasing the quantity of customers is not the motive of Diamond Bank, rather understanding the customers at personal level is the main objective.
Through this celebration the aim of making our customers feel special and strengthening this relationship to show that ‘we care’ was fulfilled. With our innovative services, digital resources and humane touch we are committed towards keeping them amazed in the future as well.
We, at Diamond Bank believe in providing our customers with services equal to the trust they put in us and our customer centric approach defines this vision.