Douala: CCA Bank engages to deliver exceptional customer experience.

The fresh move was evident as the bank celebrated the International Day of Client Experience on Tuesday, October 1. The Day, it should be noted, is dedicated to recognising the importance of delivering exceptional customer experiences and fostering strong relationships with clients.

Staff of the financial institution, under the leadership of the General Manager, Margaret Fonkwen Atanga, reiterated the notion that their principal interest at CCA Bank is to make customers feel satisfied at their point of entry in all agencies, to their departure. 

"We make sure that the worry they come with is solved. To us, the satisfaction of our customers is essential. The customer is king and we are here because of them. The quality of customer service reflects on the turnover of the bank," Margaret Atanga said.

Making a tour from the agency in Akwa, Douala, to the newly constructed head office at the entrance of Bonanjo, the CCA clients, had the chance to interact directly with top management. 

The General Manager took time to ask relevant questions patterning to their worries and assured them that solutions will be proffered for the worries. 

Margaret Atanga also recognised the fact that the strength and positioning of the institution she leads is thanks to the loyalty of customers.

"Our journey has been a long one, our customers have been with us and today we are here. Thank you very much," she said, while noting that customer service and customer experience are at the heart of the growth strategy of CCA Bank.

"Within this fierce environment, you agree with me that serving customers and giving them the best of services is no more an advantage, but a necessity. Here at CCA Bank, we build all our products, solutions and services to address customer needs. It makes no sense to bring out products that are not meeting their needs or solutions. We work in line with customer feedback because they deserve to be served as kings and queens," the General Manager added. 

Providing tailored trainings to staff

To achieve this goal, the banks, it was said, has provided tailored trainings to staff so that they are able to address clients’ need. 

Additional measures, it was revealed, include improving digital services to meet up with international banking standards. Creating a culture of customer-centricity, officials stated, begins with leadership. 

The management said at CCA, they encourage open communication and empower employees to take ownership of the customer experience, conduct regular training sessions that emphasise the importance of empathy and understanding in every client interaction. 

Additionally, success stories and employees who go above and beyond to serve clients are awarded, thus reinforcing the idea that every team member plays a vital role in customers' experiences.

Enter CAA Communication Officer 

Cueing in, the Communication Officer of CCA, Enanga Emmanuella Nyoki, told reporters that the bank’s "success is because of the clients”. 

“If you look at where we started to where we are today, moving from a microfinance to a bank...it is credited to the clients who have built the bank,” Nyoki said.  

This, she said, explains why the bank’s new edifice carries a giant billboard on which it is boldly written ‘to better serve you’. 

“This means we want to render effective services, actually making them comfortable. You know when you are in a comfortable environment, you can better respond to their plight, fix whatever is wrong,” she said. 

Nyoki said at CCA, customers can get speedy responses to their worries due to a robust and qualified team that is in place to handle their concerns.

“Clients can express their worries online. The CCA Community Manager is there to respond directly to them,” she stated, noting that at CCA, competence is measured by the quality service rendered. 

CCA Bank offering matchless services 

CCA Bank, it should be noted, has 54 agencies across the country and 64 Automatic Teller Machines, ATM, with at least one at all agencies. 

The customer services take feedbacks from clients to get a feel of what they think about their services and how they can ameliorate their experience.

CCA Bank customers say the services rendered at the bank are fast and reliable. One of them, Virgine Kamga, a client for over 12 years, said what she appreciates most about the bank is the fact that her money is available anytime she needs it.

This article was first published in The Guardian Post Edition No:3248 of Thursday October 03, 2024