The Agricultural Development Bank (ADB) PLC is celebrating 2024 Customer Service Week with a renewed commitment to providing excellent service across all channels.
This year’s Customer Service Week, it is running from October 7 to 11 highlights ADB’s dedication to keeping customers at the core of its operations.
The Bank’s service proposition, “quality service, all the time; all the time, quality service,” continues to guide its customer-centered approach.
In brief remarks, the Managing Director (MD) of ADB, Alhaji Alhassan Yakubu-Tali, stated that customer service goes beyond being just a department or a one-time event.
“Customer service is a conscious process that takes center stage across all activities and channels,” he noted.
“Banking is not just about numbers, transactions, and profits; it’s about delighting the customer throughout the journey.”
The MD further stated that the theme for 2024 Customer Service Week, “Above & Beyond,” aligns perfectly with ADB’s strategy of consistently exceeding customer expectations in all areas of its operations.
“Going beyond means delivering proactive service that anticipates customer needs before they arise,” he explained.
“Our goal is to ensure that every interaction strengthens the customer’s relationship with the ADB brand.”
As part of its continuous efforts to enhance customer experience, Alhaji Yakubu-Tali highlighted ADB’s implementation of the Consumer Recourse Mechanism guidelines set by the Bank of Ghana (BoG).
These guidelines ensure that customers have access to efficient complaint handling and redress processes, fostering trust and confidence in both ADB and the broader banking sector.
“These guidelines are timely, accessible, fair, and efficient, and they are key to building public confidence in ADB and the banking sector as a whole,” he added.
The MD also emphasized the importance of quick and effective issue resolution in today’s fast-paced banking environment.
“By adhering to these guidelines, ADB reinforces its commitment to accountability, transparency, and customer satisfaction,” he noted.
Alhaji Yakubu-Tali further spoke about the Bank’s instant card issuance project, which provides significant convenience to both customers and non-customers.
“We currently issue GHLink, Visa prepaid, and debit cards instantly across 29 branches, and we are on schedule to extend this service to all branches by 2026,” he said.
“The Bank will continue to improve processes and roll out innovative products and services to best serve the needs of our valued customers and the general public.”
Obaapa Yeboah Addo, Head of Customer Care and Service Quality, outlined the scheduled activities for this year’s Customer Service Week, which include opportunities for customers to interact with Executive Management, who will take on direct roles as customer service officers in various branches.
Other activities will feature sales activations, customer visits, food bazaars, a health walk, and fun games.
Customer Service Week, celebrated globally, recognizes the importance of excellent customer service. ADB uses this week to show appreciation for the trust and loyalty of its customers.
The Bank’s conscious prioritization of customer experience has earned it several awards, including recognition at the recent Chartered Institute of Marketing Ghana (CIMG) Customer Satisfaction Survey Index Report Launch and Awards Night and the 2024 Paa Grant Medals for Business Excellence.
The Bank noted that these achievements are dedicated to its customers and stakeholders for their unwavering support.
