Yinka Olaito is happy,excited and passionate Communication specialist, Social Media expert, Trainer and speaker. Yinka Olaito helps brands(Profits and Non-profits)with effective communication and positioning for premium service delivery and returns. Yinka Olaito also has special interest in Development Communication and has consulted for noted UN Agencies. Yinka Olaito is the CCO of Michael Sage Consulting(Communication/digital media), African Child Education Right Initiatives(NGO) and Content Director, Africa Development Talk( online Platform for discussion on Policy, Governance, development across Africa)
In our previous posts, especially this, we did mention some of the initial outstanding pioneering works GTBANK digital media team introduced into Banking industry in Nigeria. It was based on this we asked the question if the bank is losing its grip. We also examined the impact of the last weekend’ s approach in the second post and outline what we think the team could have done better.
One of the best ways of knowing a responsible organization is in its ability to listen and acknowledge a constructive criticism when its attention is called. No organization is free from occasional error, the ability to acknowledge and move on make outstanding organizations what they are. On this note, we will like to acknowledge GTBANK ‘ s communication team efforts in reaching out to us. The team was willing to explain its side of the story. The team did try to get the first customer offline but that was not possible hence they need to concentrate on the digital media. Given the volume of attendant customers’ complaint on that date, the team said they did everything within their capacity to ensure everyone is attended to. It is on record, in such time, there are possibility of a slight oversight which they did try to guard against. In order words, it was acknowledged that in anyway there have been an error of omission it was not deliberate.
With that said, GTBANK ‘ S team did show us several statistics, info graphics from its online feedbacks which still showed that despite its teething problems common to all, it is still the best Bank with highest results in great customers service attitude in terms of feedback, response time and volume in Nigeria. They also placed it on record GTBANK has the highest number of in house staff in the digital unit in Nigeria. With the information exchange, we cannot but wish GTBANK team all the best. As a leader though, we will continue to make more demand on their service delivery. Being one of the market leaders, it is essential it keeps showing great examples.