CRDB senior managers to mingle with customers

CRDB Bank launched an annual ‘customer service week’ in the light that Friday’s dressing down tradition and customers’ complaints seem not to be enough to improve customers’ services.

The bank said after 17 years of services, it has figured out that the best way to handle customers’ concerns is for senior managers to go to the customers by meeting them at branch halls or at the customers’ business premises.

Launching the campaign on Friday, CRDB’s Managing Director, Dr Charles Kimei, said managers want to go to the ‘frontline’ and receive first hand information from customers. 

“The best generals are the ones who fight at the frontline… so we figure-out that it’s best for the managers to go and meet with customers in a relaxed atmosphere,” Dr Kimei told the journalists on Friday.

The event dubbed ‘CRDB Bank Customer Service Week’ scheduled to start next Monday will have 100 branches branded with banners outlining the bank’s promises and commitments.

After a study carried out, the bank discovered that the best time to conduct the campaign is in October, because it’s the time when farmers are over with the harvesting period.

“This is a time when farmers want to either deposits or withdrawal their incomes… we have a single question to our customers ‘have you been served?,” Dr Kimei asked.

CRDB’s slogan is ‘The bank that listens’ and the bank wants to know what the customers say regardless the opinion whether positive or negative. 

“Prize would be awarded to those who offer constructive opinions,” Dr Kimei said. 

During the week, CRDB managers will vacate their offices and work at branches - whether at the counter or at customer care desks - inside and outside Dar es Salaam.

“It’s a best time for our customers to brush shoulders with senior managers and get to know them better…I will start with Azikiwe Branch,” Dr Kimei said. The bank has continued to make strides in improving its services.

CRDB is the largest banking institution in the country, by assets, providing services to individuals, small-to-medium sized corporate clients and large corporations.

As of the end of last year, CRDB’s total assets were valued in excess of 3.07tr/-. In December 2011, shareholders’ equity was valued at approximately 276bn/-. The bank is listed on the Dar es Salaam Stock Exchange (DSE).
Source: Daily News, reported by Abduel Elinaza, from Dar es Salaam, Tanzania

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