First Bank of Nigeria Limited, a
subsidiary of FBN Holdings Plc, at theweekend, said it has achieved an
international
certification on Complaints Management. The certification was
achieved on the heels of its drive to improve its management controls and
processes that deal with handling customers’ complaints more effectively and
efficiently. The bank in a statement, said the certification further confirms
its operational efficiency in identifying trends and the underlying root of
complaints, as well as prompt resolution of complaints whilst it accentuates the
firm’s commitment to delight its stakeholders through a more customer focused
approach.With the ISO 10002 certification, FirstBank has become the first institution in Nigeria, to obtain an internationally recognised certification for complaints handling, benchmarked against global best practice. The certification was achieved after successfully deploying the service management module of the Customer Relationship Management tool to assist with effective collation, tracking, notification and storage of customer complaints bank wide and a rigorous audit conducted by the British Standard Institute (BSI).
According to FirstBank’s Group Executive, Technology and Services, Abdullahi Ibrahim, the attainment of this feat reassures our customers of our resilience and continuous improvements in line with global best practices. Ultimately, this elevates the FirstBank brand, underpinning its commitment towards the resolution of all customer concerns. “This is another competitive advantage we have and it would reinforce the confidence of our stakeholders in their relationship with the bank and this is consistent with our brand promise to always put our customers first and deliver the ultimate gold standard of value and excellence”, he stated.
FirstBank has been the first
institution to attain many international certifications such as the ISO
27001, the world’s highest accreditation for information protection and
security from the International Organisation for Standardisation (ISO); BS25999
certification, the highest accreditation in Business Continuity Management
received from the British Standard Institute; the new international
certification on business continuity management ISO22301; and the Payment Card Industry
Data Security Standard (PCIDSS) among others. The ISO10002 Certification on
Complaints Management is indeed another welcome development in the litany of
firsts.
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