In what the bank has described as reinforcing its commitment to ensuring their customers remain top priority, Barclays Bank Botswana, at Gaborone this past week, introduced and launched a tele-care service for its customers, which acts as a centralized complaints handling system that will be accessed free of charge.
Rizwan Dezai, newly appointed Barclays Board Chairman, said at the launch that the process offers customers a first class customer service recovery program, which will feature, among other things, improved recording of complaints, timely feedback on customers’ complaints and speed up the turnaround time.
This will ultimately translate into improved customer service experience deserving of a reputable bank of Barclays’ profile.
“Technology is growing very fast and constantly changes customer service landscape,” Dezai said. “We, therefore, have to be technologically driven so that we reach and service customers in many exciting and innovative ways.”
Banking Adjudicator, Gabriel Maotwanyane, also responsible for handling complaints from all banks, was present to test the system during the launch, which was held at the Mall branch.
Esther Norris, the Bank’s Head of Corporate Affairs, the phone booths, which are compatible with the system for customers to log complaints, are already operational in the Gaborone Mall, Gaborone Industrial and Selebi-Phikwe as well as Kasane and Maun branches.
“The Project is currently being rolled out to the rest of Barclays Bank Botswana’s branch network,” said Norris.
This follows the launch by the bank in 2008, of another customer service programme, dubbed “My customer, My pride”, aimed at expressing gratitude to all Barclays customers and to reaffirm the bank’s commitment and dedication to giving them exceptional service at all times.