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Published On: Thu, Feb 22nd, 2018

Zenith Bank: Adding value to customer service

With a robust presence across the country and overseas, Zenith Bank has etched itself in public consciousness for its efficient customer service and cozy work environments. Adebayo Obajemu took a look at some branches o the bank.

As this reporter trudged leisurely towards the Ijaye-Ojokoro branch of Zenith Bank close to the overhead bridge at Ijaiye busstop, along Oshodi-Abeokuta expressway, the impression that registered was that customers would have a hard time on ATM queue as the line was long and almost bursting outwards to the expressway.

At the expansive premises of the branch, about 10 cars were parked, and a close glance revealed that it could still take additional five vehicles conveniently. The security officials were on hand to give direction on parking, while the long line on the ATM queue steadily dwindled, even as other customers trooped in, in an endless circuit show. There were seven ATM machines, and each customer on the average spent three minutes, giving chance to the next in line. It was efficient and seamless operation.

Inside the banking hall, the tellers, about four in numbers, attended to customers, making each transaction on the average an affair of five minutes, while the customer service on the corner with two desks attended to complaints.

It seems the bank has learned the art of making customers happy. At the Kola branch of the bank, close to a busstop named after the popular Fuji star, Kollington Ayinla, the atmosphere reflected Ijaiye’s.  While the parking space was not as big as that of Ijaiye, it can take not less take 12 cars conveniently.

At the time this reporter was at the branch, there were about three cars, possibly those of staff parked at the inner post parking space separating the outside parking space by a gated fence, while there were six cars outside. The ATM queue was long, as in Ijaiye , there were about six machines attending to customers, making it a seamless operation.

Adetayo, a vulcaniser, who was on ATM queue told this newspaper that ‘’Zenith Bank has done well in ATM services, customer satisfaction, and that the ATM machines were efficient, and their security are always on hand to help.’’

At Agege branch, opposite the Pen Cinema Police Station, the parking space was a stark contrast to the two branches earlier visited. It was crammed and small, and close to the road, such that the four vehicles this reporter met at the premises had their rear protruding close to the road.

There were only four ATM machines, and there were no security on standby to attend to customers that needed help, the security men were seen sitting aloof. When this reporter asked why they were not close to customer, in case they needed help, they replied that any customer that needed help would call them.

The environments were not as cozy and comforting as the two other branches earlier visited, but the banking hall customers’ service was good. Unlike in most banks, where tellers are deliberately slow, and exchange banters, much to the chagrin of customers waiting in line, tellers were seeing doing their work business like, thus ensuring customers did not stay long.

Zenith Bank, a leading multinational financial services provider, was licensed as a commercial bank by the Central Bank. It is a large financial service provider in Nigeria and Anglophone West Africa. As at 31 December 2016 the bank’s total asset was N4.7 trillion with shareholders’ equity of N616 billion.

The bank was established in May 1990 and commenced banking operations in July of the same year. On17 June 2004, following a successful IPO, the bank became a public limited company. On 21 October 2004 its shares of stock were listed on the Nigeria Stock Exchange (NSE). The bank’s shares are traded on the London Stock Exchange (LSE) following a listing of the $850 million worth of its shares at $6.80 each, in 2013.

The bank is headquartered in Lagos, Nigeria, and has  more than 500 branches and business offices in all states of the federation and the Federal Capital Territory (FCT).

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