Towards better service…
REPUBLIC Bank (Guyana) Limited inaugurated its ‘Customer Care’ promotion at the Promenade Court headquarters in New Market Street, Georgetown, yesterday.

From left, Managing Director of Republic Bank (Guyana) Limited Mr. Edward Gooding; Manager of Marketing and Communications Ms. Michelle Johnson; Senior Manger Corporate and Management Services Ms. Patricia Plummer; and Customer Service Client Retention Officer Mr. Raynol Narine. (Cullen Bess-Nelson photo)

“We feel that, in a banking environment, customer service is what keeps us in business and this venture will have an impact on the industry as a whole,” Managing Director, Mr. Edward Gooding said at the ceremony.

He said, with that venture, the bank moves one step closer to the fulfillment of its vision to be the financial institution of choice for customers.

Gooding said it is necessary to become proficient at gathering, acting on and internalising the voice of the customer.

“Simply put, our customers are our reason for existing and today is intended to signal them that we serve because we genuinely care,” he emphasised.

The plan promises to allow the voices of customers to be heard by increased insight into their needs, opinions, desires and perceptions.

The customers are welcome to send their comments or compliments in person or through comment cards strategically placed at the bank’s branches or its website, so as to inform of areas in which service can be improved.

A system will be introduced where random after service telephone calls will be made to customers to measure how the bank’s service was executed and a panel of customers will be established as a way to offer insight into customers’ views and perception of goods and services, with the aim of understanding and responding to customers’ needs.

Staff will also play an important role in the scheme by making recommendations on how to better serve the bank’s customers and will be rewarded and recognised for behaviour which supports the drive, literature on the process said.

Republic Bank had previously implemented the procedure in Trinidad during the 1990s and reported reaping tremendous benefits from customers.