GTBANK: MOVING THE FRONTIER IN SERVICE DELIVERY GTBank Rwanda,a subsidiary of Guaranty Trust Bank Plc, has a strong service culture that has enabled it record consistent year on year growth in clientele base and key financial indices over the past years.

According to Olabayo Veracruz, Rwanda Managing Director, customer satisfaction is inextricably linked to superior performance and any business requires employees who are committed to exceeding industry standards for quality service and can perform effectively in a constantly changing environment.

In addition to that, employees should be able to contribute creatively to addressing service challenges at a workplace.

“Customer service at GTBank Rwanda is one of the reasons our valued customers keep coming back. It includes responding to customers’ questions and complaints in a thorough and timely manner and engaging customers via various media e.g face-to-face meetings, telephone, email,etc.” he noted during an interview with The ServiceMag.

GTBank prides itself in availability of friendly, knowledgeable and responsive staff who go the extra mile in offering excellent service to our customers.

On-the-job and other function specific trainings offered for bank tellers and customer service representatives emphasize the importance of customer service. Account officers also offer outstanding customer service to both consumer and commercial customers.

The Managing Director added that good customer service is at the heart of GTBank Rwanda and they continually strive to improve their customer service. Incentives, such as customer service awards are also offered to the bank’s staff members to improve the customer support they offer.

GTBANK: MOVING THE FRONTIER IN SERVICE DELIVERY At a group level, GTBank is regarded by industry watchers as one of the best run financial institutions across its subsidiary countries and serves as a role model within the financial service industry due to its bias for world class corporate governance standards, excellent service delivery and innovation.

Since its inception in 1990, GTBank has consistently played a leading role in the African banking industry.“Behind the euphoria of sustaining a Proudly African and Truly International organization, is the sheer desire to continuously provide our customers with a superior banking experience,” noted Mr. Veracruz.

GTBank currently has a customer base of about 7.2 million people, 3.8 million active debit cards and employs over 10,000 people in Rwanda, Nigeria, Cote d’Ivoire, Gambia, Ghana, Kenya, Liberia, Sierra Leone, Uganda and the United Kingdom.

“We understand that our customers are always on the go, and we have taken advantage of mobile technology and collaborations to reshape customer engagement models. Mobile banking puts us in the palm of our customers and provides a unique opportunity to offer quick and more efficient ways of providing banking services,” the Managing Director said.

“These initiatives, complemented with our ever expanding offerings, are working in tandem to improve service delivery quality, stakeholder interaction points and the overall GTBank customer experience,” he concluded.

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