" /> ACROSS THE COUNTER: GTB : Surging customers pressure service delivery | Hallmarknews
Published On: Tue, Sep 6th, 2016

ACROSS THE COUNTER: GTB : Surging customers pressure service delivery

Business Hallmark across the counter team recently paid a visit to three selected branches of Guaranty Trust Bank which are Guaranty Trust Bank Ogba, Guaranty Trust Bank, Berger and Guaranty Trust Bank, Tinubu Square, Lagos Island all located in Lagos State. Our checks reveal that most branches of this bank were struggling to handle the massive turnout of customers.

Here is the report:

Guaranty Trust Bank, Tinubu Roundabout, Victoria Island

Although Guaranty Trust Banks are generally known for a large turnout of customers, this particular branch of the bank is always filled to the brim. What will welcome you from the ground floor is the long queue of customers waiting to use the Automated Teller Machine (ATM). The crowd that thronged the first floor of the bank where across the counter transaction was going on was overwhelming. The bank officials were visibly under pressure to savour the situation as they were more concerned with how to move in and move out their company vehicles making customers at the ATM struggle for space each time their vehicles are moved out.

There was no visible parking space as most customers were left at the mercies of touts who had taken over the road, demanding money from car owners who parked their vehicles within the vicinity.

The banking halls located on the first and second floor of the building were crowded and disorganised as customers lamented the long period of time it took to attend to them. Also, just one of the Automated Teller Machines was working initially making withdrawals very slow at the ATM. Customers were forced to make long queue and break it whenever the company vehicles are being moved in and out.

Guaranty Trust Bank, Berger

There was a large parking space for customers to park their vehicles.  The security man directed customers as to where to park, at the massive car park. To the left, there were people using the Automated Teller Machines, while there was another Automated Teller Machine (ATM) to the right which was used for making deposits.

On entering the banking hall downstairs, there was a crowd of people waiting at the customer care to make complaints. The section which had three customer care representatives in sight was slow as customers had to stand for a forty minutes and more before their request was attended to. The customer care representative officer at the middle desk appeared to be overwhelmed by the number of customers she had to attend to.

The first queue to the left hand side which had those who wanted to pick their ATM cards was also under pressure as it took close to fifteen minutes to attend to just a customer. The representative handling the issuing of ATM cards seemed fairly fast as she took lesser minutes to leave her desk to fetch the cards.

Should we add that there was a long queue at the Automated Teller Machine (ATM) as two of the machines were not working as at the time our team visited.

Guaranty Trust Bank, Ogba

Out of the three banks visited, one should commend this bank as the nature of service was better than what obtained at the two other banks mentioned above.

When Hallmark crew visited, the premises was calm as individuals went through their transaction smoothly. All the ATM machines were working. There was an efficient desktop for internet transaction at the first floor of the bank where the Customer Care section is also located.

The security men were all up to their tasks, the two security men on duty who manned the entrance assisted customers into the banking. From the customer care officials who were located on the first floor of the banking hall to the cashiers on the ground floor, the service delivery and customer relations of this branch of GTB is impressive.

Our across the counter team have observed overtime that Guaranty Trust Bank has a very robust customer base and turnout in the banking halls and at the ATMs. Most branches of the bank have however not put proper measures and strategies in place that will measure up to their wide customer base.

We will not deny that Guaranty Trust Bank is one of the leading banks in E Banking but proper measures should be put in place to manage customer turnouts so bank customers will not have to queue for hours to carry out simple transactions.

 

Leave a comment

XHTML: You can use these html tags: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <s> <strike> <strong>

Recent posts

  • Time is ripe for rates cut, says Rewane as inflation slows further in Oct.

    FELIX OLOYEDE This is the appropriate time for the Monetary Policy Committee (MPC) of the Central Bank of Nigeria (CBN) to cut benchmark monetary rates after inflation rate slows down for the ninth consecutive time in October, said Mr Bismarck Rewane, Managing Director, Financial Derivatives. The National Bureau of Statistics on Tuesday released Consumer Price […]

  • ELAN National Lease Conference Focuses on Revamping Nigerian Economy

    FELIX OLOYEDE In furtherance of its objective of promoting the business of leasing in Nigeria, Equipment Leasing Association of Nigeria (ELAN) has concluded plans to organise the 15th Annual National Lease Conference with focus on revamping the Nigerian economy. The conference which is the biggest gathering of stakeholders in the leasing industry is expected to […]

  • Nigeria-centric restaurant, Labule, opens new outlet in Lagos

    Labule, Nigeria-centric restaurant, operated by an indigenous company, Roots Foods Limited, offering real Nigerian local delicacies in a unique environment that combines the setting of a modern quick service restaurant with that of an African setting of a local ‘buka’, has opened a new outlet on Admiralty Road in Lekki Phase 1, Lagos. The brand […]

  • Nigerian banks shine in Ghana

    By JOHNMARK UKOKO Nigerian banks have been credited with “revolutionizing “the banking sector in Ghana, due to the many innovations they brought to Ghana’s banking sector. The Ghana Deputy Minister of Trade and Investment Hon. Carlos Kingsley Ahenkorah said in Lagos that the innovation and transformation of the Ghana’s banking sector is credited to the […]

  • Ajimobi moves to save Oyo APC from disintegration

    By OLUSESAN LAOYE The seeming crisis in Oyo APC has now forced the Governor of the state, Abiola Ajimobi, to begin consultations with stakeholders to convinced members on why they must come together as a body to face the 2019 general elections, Although the internal crisis is yet to break open as the aggrieved party […]

  • YolaDisCo sale stalled as no potential buyers emerge

    By ADEBAYO OBAJEMU Two years after the core investors of the Yola Electricity Distribution Company, YolaDisCo, declared a force majeure owing to their inability to operate under the reign of terror unleased by Boko Haram, the Federal Government is yet to find any investor interested in operating the utility company, it has been learnt. In […]

  • Company Analysis: Much Ado about Seplat

      By TESLIM SHITA-BEY The oil and gas sector has had a bumpy since the beginning of 2017 with local oil major, Seplat, seeing its financials whipped raw by prior year liabilities despite rising revenues over the nine months (9M). The company in the last two years has moved from being distinctively bad to singularly […]

  • How to start a photography business

    By ZUBAIR DANIE While photography could be accounted for as a full blown course in any offering institution of learning for professionalism, the field equally provides a platform for individuals whose passion it is to project images as a form of livelihood. The socio-cultural aspect of Nigerians that play host of events like: wedding, naming, […]

  • BOFE to celebrate unsung heroes in local communities

    OluwasolaJesuseitan, a brand and advertising expert, is an advocate of sustainable brand communications. He is also the founder, Business Owners Forum Enterprise (BOFE), a non-profit making organization, which seeks to build the capacity of business owners in and around Akute, Ogun State. He tells FELIX OLOYEDE in this interview of his organization is promoting business […]

  • Lager wars: Who wins?

    By JOHNMARK UKOKO Nigeria has many lager beer producing companies, some have been in existence for over 50 years while others are quite new in existence in the country. Some of these companies that have over the years churned out millions, if not billions of bottles of beer to Nigerian drinkers are: Nigeria Breweries Plc, […]

  • Nestle sparkles in Q3 results

    By OKEY ONYENWEAKU As the packaged Consumer goods (PCG) sector struggles to stay ahead of falling consumer demand, companies such as Nestle Nigeria plc are bucking the trend of businesses with shrinking bottom lines. Indeed the multi-product packaged goods producer has seen earnings rise to mind boggling with its pre-tax profit rising by a stunning […]

  • 2018 Budget proposals renew old anxieties

          FELIX OLOYEDE   Mixed reactions trailed the presentation of the 2018 federal government budget by President Muhammadu Buhari to the National Assembly (NASS) last week. Public policy analysts have expressed moods from the congenially positive to the outright incredulous. The staggering N8.6 trillion expenditure plan is one of the most audacious in […]

  • Anambra 2017: Obiano battles for life

    By Obinna Ezugwu The time has finally arrived. On Saturday the people of Anambra State will head to the polls to either renew the mandate of the incumbent state governor, Chief Willie Obiano who is running for a second term in office, or elect fresh hands from among other prominent contenders, including Mr. Oseloka Obaze […]

  • (Editorial) CBN’s BVN distraction and matters arising

    Nigeria’s fiscal and monetary authorities have a frustrating way of responding to the seizure of private assets; they typically gloat with glazed eyes over private citizen’s money ready to pounce on the cash like a pack of hyenas starved witless. The recent order by the Central Bank of Nigeria that customer accounts that are not […]

  • 12 Yoga tips for beginners

    The popularity of yoga has soared in the last decades, and it seems that every other friend and acquaintance of ours is already practicing it. But don’t let it fool you into thinking it is easy: yoga is quite challenging, especially for beginners. The good news is that there are some practical tips to make […]

  • Finally, embattled IGP, Ibrahim Idris, appears before Senate

    The Inspector General of Police, Ibrahim Idris, has arrived before the Senate ad hoc committee set up to investigate the allegations and counter-allegations between him and Senator Isa Misau. The IGP was accompanied by his lawyer, Alex Iziyon (SAN) and Special Assistant to the President on National Assembly Matters (Senate), Senator Ita Enang.   Details […]


Visit us on Google+