In today’s often impersonal world, empathy has become a competitive advantage. A company cannot be successful with a culture of apathy. Centenary Bank Uganda has mastered the skill of empathy in order to deliver effective customer service. They have put themselves in the shoes of their customers by providing them with seats in order to manage the long queues in their banking halls.
The quality and level of customer service of Uganda commercial banks has decreased in recent years, and this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy.
Customers are not satisfied despite banks’ attempts to employ a variety of methods to improve their customer satisfaction levels.
Among the banks in Uganda is Stanbic, Centenary, KCB, Bank of Africa, Equity ,ABC Capital Bank, Bank of Baroda, Bank of India (Uganda), Barclays, Cairo International Bank, Citibank Uganda Limited, Commercial Bank of Africa (Uganda), Crane Bank and DFCU. Others are Diamond Trust Bank, Ecobank Uganda, Equity Bank, Fina Bank, Global Trust Bank, Housing Finance Bank, Imperial Bank Uganda, Kenya Commercial Bank, NC Bank Uganda, Orient Bank, Standard Chartered Bank, Tropical Bank and United Bank.
Quality and timely customer care in banking is one of the most strategic ways of “customer retention.”
This includes responding to customers’ questions and complaints, helping them understand their accounts and ensuring each and every one inside the bank has been attended to and on time.
Chimp Corp Anita Ashaba carried out a quick survey of some Ugandans’ perceptions on the banks they are satisfied with their customer service.
Majority seemed to prefer Centenary Bank, also considering its low interest rates on loans. According to Were Micheal, a student at Makerere University, Centenary Bank is his preference because of its best customer care.
Fabian Kasi, Managing Director Centenary Bank Uganda says that Commercial Banks must reexamine their broader service-recovery processes if they are to address the lapses that turn disgruntled customers into former ones.
Centenary Bank is Uganda’s leading commercial microfinance bank serving customers with 63 branches and 155 ATMs across the country with over 1.3 million customers, a third of the total banking population in Uganda.