Of Bank Transactions, Customer Experience and Grievance channeling in Nigeria (II) – By Emmanuel Nwachukwu
Being the concluding part of the piece: “Of Bank Transactions, Customer Experience and Grievance channeling in Nigeria” written by Emmanuel Nwachukwu. He suggests that to enjoy good customer service, a customer must know how to channel his grievance. Read Part (I) HERE
I must confess I didn’t even know Ecobank’s official twitter handle but through my rant and the conversation it generated, @ecobank_nigeria picked up my grievance and responded in a matter of hours. The truth is that if I had as much as tweeted at the bank’s official twitter handle, I may have had an earlier resolution of my challenge. They, too, sent me a step-by-step way to assist me in my situation.
Apart from providing channels through which customers could report transaction issues in line with the Central Bank of Nigeria directive, Ecobank even goes further to provide customers, who wish to report a complaint with the bank complaint letter template to simplify the process. It was a relief when the customer Care Department of the bank sent the template to me, which I printed out, filled, scanned and sent back to them. They took it up from there and told me to come to any of their branches to pick up a new card the first working day after the festival.
This unfortunate incident, though traumatic, taught me a lot of lessons, chief among them is the need for customer training which I had at the time although I never realized it.
Prior to this incident, I had seen all those emails and attachments the bank sent to my email as a distraction and paid no attention to them. For example, I never knew I could have transferred the amount I needed by using the USSD code *326#, using my phone, to people around me, who would have gone to pick up the cash for me.
I could also have shopped by making use of the same code *326#, using my phone. Until this incident, I did not know how important it is to memorize the last four digits of my ATM card number.
Furthermore, I realized the importance of installing and utilizing the bank’s app which I could have installed on my phone. My predicament would have not been as stressful as it was if I had taken advantage of the various information the bank sent my way.
I acknowledge that failed banking transactions could be traumatic, and customers in any of these situations have the right to complain. I also agree that they should complain and be heard. It must be mentioned that a good number of customers face lapses from the banks, ranging from unauthorised transactions, poor customer service, unfair charges and many more, however, most of the complaints are not usually well channeled.
The fact is that there are times when the failure is due to a systematic error or through a third party like the communication networks or the interbank issues, proper education comes in handy in knowing the proper channels to direct these grievances for speedy and efficient resolution.
As the world celebrates the 2019 Customer Service Week (October 7 – 13), customers need to realize that they have a role to play in ensuring that they get the best of service delivery through a deliberate effort to get trained on the best way to channel their grievances in times of less-than-satisfactory customer experiences.
Nwachukwu, a marketing communications consultant writes from Lagos. He tweets from @emma_dele