GCB Bank turns Customer Service Week into month-long October programme

Pinned summary · as of 07:34

GCB Bank PLC is stretching its Customer Service Week across the whole of October, with events at branches, in communities and online. The programme carries the theme "The Extra Mile" and is meant to let customers meet bank staff and leaders directly.

What we know

• GCB says the activities will take place in its branches, in communities and on digital platforms through the month.
• The programme goes by the theme "The Extra Mile" and centres on appreciating customers, educating them and engaging with them face to face.
• Customers will have a Customer Town Hall at which to give feedback to the bank's leadership, and members of the Executive Committee are due to visit branches.
• Customer education sessions and branch appreciation programmes are also on the calendar, along with a Patrons Appreciation Day honouring long-standing customers and a GCB Aerobics Fiesta built around fitness and wellness.
• GCB, which says it has served Ghanaians for more than seven decades, wants to learn where its services can improve. Managing Director Farihan Alhassan said the bank values its customers' trust and is setting aside extra time this October to listen to them.
• Cynthia Eyram Ofori-Dwumfuo, who heads marketing, communications and customer experience at GCB, said the bank wants to learn what works and what needs fixing and will use the feedback to improve its service.
• GCB said its focus on customer service will outlast the month, with lessons from the events feeding into later improvements, and it asked customers to watch its official channels for details on taking part.

What's disputed / unconfirmed

• ?
  The Vaultz News alone quoted Ms Ofori-Dwumfuo as arguing that improving service begins with the fundamentals, meaning clear information, prompt replies and support.

Why it matters for Ghana

Account holders at one of Ghana's long-established banks get set occasions to raise complaints and suggestions with its leadership, at a town hall and in branches. Customer education sessions give them a chance to learn more about the bank's services. How the bank acts on the feedback will show whether the month changes the service customers receive.