Fidelity Bank Goes Above and Beyond for Customers with a Month-Long Series of Events As the world celebrated Customer Service Week 2024, we went above and beyond by extending the celebration beyond just a week. The bank dedicated the entire month of October to recognizing, appreciating, and rewarding its valued customers, reaffirming its commitment to exceptional service and customer satisfaction. Pinktober Breast Cancer Ultrasound Screenings at 7 Branches Nationwide In alignment with its focus on the well-being of its customers under its Pinktober initiative, we took the bold step of offering free breast cancer ultrasound screenings across seven branches nationwide. Throughout the month of October, 50 customers at each of the selected branches – Kaneshie, Ridge Towers, Orange Heights in Tesano, Tema Main, Tamale, and Takoradi – benefited from this life-saving initiative. This was part of our continued commitment to supporting the health and wellness of its customer base. Speaking about the initiative, Julian Opuni, Managing Director of Fidelity Bank, noted, "We understand that health is wealth, and it is important for us to ensure our customers are well cared for beyond financial services. By offering these ultrasound screenings, we are directly contributing to early detection and prevention efforts, which are critical in the fight against breast cancer. This is just one of the ways we are going above and beyond for our customers." Recognizing Exceptional Service Delivery with Awards In addition to the health screenings, we held a virtual Service Forum and Awards Ceremony to recognize and reward exceptional service delivery across the organization. The event saw the top-performing Customer Service Officers (CSO) – both external (CSO-Es) and internal (CSO-Ts) – as well as the top-performing branches, departments, and individual employees honored for their contributions to customer service excellence. "At Fidelity Bank, we believe that outstanding customer service starts from within. Recognizing the efforts of our exceptional team members is key to ensuring that our customers receive the best possible experience. This event serves not only as a moment of celebration but also as a reminder that excellent service should be our everyday standard," said Julian Opuni during his address at the ceremony. vice should be our everyday standard," said Julian Opuni during his address at the ceremony. Engaging with Customers through Social Media Trivia We also brought our customers into the celebration with daily trivia challenges on social media, offering them a fun and engaging way to win prizes. Over the course of five days, customers had the chance to participate in Customer Trivia with two questions each day, with winners receiving GHS 500 for their correct answers. The trivia fostered engagement while simultaneously enhancing customers’ knowledge of our services. Customer Commendations and Internal Engagement In addition to engaging its customers directly, we initiated an internal Customer Commendations program, which recognized staff members who consistently went above and beyond in delivering excellent customer service. This internal recognition ensured that the spotlight was not only on customers but also on those who work tirelessly to serve them. Moreover, the bank kept staff engaged through a Weekly Trivia contest. Each week, 12 staff members were rewarded with GHS 200 for their participation, reinforcing the value of knowledge sharing and encouraging camaraderie within the bank. Celebrating Spirit Week with Flair and Style October also saw us embracing its vibrant spirit with Spirit Week, celebrated every Friday. The bank’s staff got to showcase their unique fashion sense with themed dress codes such as Color Blocking, Rep Your School, African Royalty, Throwback to the 90’s and Pinktober – supporting breast cancer awareness. The dress codes not only added excitement to the month but also helped to build team spirit while supporting important causes like Pinktober, which emphasizes breast cancer awareness and education. Looking Forward As the Customer Service Month came to a close, Julian Opuni reflected on the success of the initiative: "This month has shown us that when you put customers at the heart of your operations, they respond with loyalty and trust. We have always been proud of the service we provide, but this October, we set a new benchmark. By going above and beyond, we hope to inspire lasting relationships with our customers that go beyond banking. We look forward to many more years of celebrating our customers and serving them with distinction."
