GTBank has blazed a new trail in customer engagement and connection as the bank has commenced an initiative known as “Call the MD of GTBank”. The initiative enables the managing director to connect with day to day customers directly.
THISDAY checks revealed that the first edition of the initiative took place last week whereby customers who are dissatisfied with any GTBank service, called the MD, Mr Segun Agbaje directly from a designated phone in selected branches. It was gathered that the initiative was first rolled in the top 20 busiest branches in Lagos and will also be spread to other locations every month.
“The main purpose of the ‘Call the MD of GTBank’ initiative is to enable the highest leadership level of the bank to get direct feedback of customer experience and address their immediate concerns on the spot, and thereby further improve the overall service culture within the bank,” a source close to the bank said. It was gathered that all the customers who used this service had their issues resolved almost immediately, within 15 minutes.
“All the customers that called also received a text, thanking them for providing feedback and their loyalty to the bank. In speaking with a representative of the bank, they confirmed the inaugural session of the initiative and that it went really well. In addition, we have amended some policies and made some improvements as a result of the feedback and complaints,” the source said.
GTBank has consistently introduced several innovations over the years in pursuit of remaining the most service focused bank in Nigeria. GTBank which has over 200 branches within Nigeria, also has business subsidiaries in Ghana, Gambia, Sierra Leone, Liberia, Cote d’Ivoire, Kenya, Uganda, Rwanda and the United Kingdom.
GTBank last week announced a final dividend of N1.50 per share for the 2014, bringing the total dividend to N1.75. The bank ended the year with gross earnings of N278.5 billion, up from N242.7 billion recorded in 2013. Profit before tax rose by 8.7 per cent from N 107.1 billion in 2013 to N116.4 billion in 2014, while profit after tax grew by 9.6 per cent from N90 billion to N98.7 billion.
Commenting on results, Agbaje said the financial performance attested to the inherent soundness of its strategy and resilience of its earnings.
“We remain committed to maximising shareholder value and delivering superior and sustainable returns. Our objective is to remain a LEADING player in the financial services sector whilst expanding our franchise in select, high growth African markets where we believe we have a competitive advantage,” he said.