Bank staff told to do more this year

The National Main Stories

By Alphonse Porau
Employees of the National Development Bank have been urged to focus on exceeding customer expectations this year.
Managing director Moses Liu said during the dedication service held in Port Moresby on Wednesday that all staff should live up to this theme because certain customer expectations applied to all people.
Liu said some of these customer expectations included:

  • Prompt responses to questions on phones, via email, social media or messaging;
  • delivering on promises;
  • a basic level of services; and,
  • To being treated with respect and fairness.

Liu said when the NDB group met these minimum expectations, they would deliver on the customer service promises and keep customers satisfied.
“NDB must go one step or two further to exceed customer expectations,” Liu said.
“Every staff must constantly work to retain customers and adopt customer-first attitude and by doing so you will turn customers into NDB advocates.
“When you start exceeding customer expectations via email, social media and can respond quickly on time you will be ahead of the game.”
Liu said this year NDB must go beyond providing a service or product to focusing on customer experience.
“Delivering great service is non-negotiable. Be it personal interaction, or via email, messaging or social media, to exceed customer expectation, empathy to their pain, and prompt, customised solutions are essential.
“Customer service today is not about telling people how great they are and giving figures to prove it. It is about creating memorable experiences that do the talking.”
Liu said the key performance indicators for 2018 would be profitability, operations and staffing.
“On profitability, profit target for 2018 is K7.6 million,” he said.
“That is just a guide and the management expects you to do better.”
Liu said the bank would continue to lend K119 million at the interest rate of 6.5 per cent per annum.
The bank will commence constructing Pipol’s Micro Bank branches in Tari, Kundiawa, Maprik and Wabag this year.
Meanwhile, the bank also graduated five trainees under its two-year graduate development programme during the dedication service in Port Moresby.