CUSTOMER SERVICE POLICY

JULY 2010

CONTENTS Page

1 INTRODUCTION 3 2 POLICY APPLICATION 5 3 CUSTOMER SERVICE MISSION 64 SERVICE QUALITY STANDARDS 6 5 TELEPHONE HANDLING SKILLS 116 CUSTOMER COMPLAINTS 117 PERSONAL GROOMING 148 TEAM CARE 15

FOREWORD

Opportunity Uganda’s mission is “To be the Leading provider of financial services, empowering the transformation of the economically active people.”

At Opportunity Uganda Limited we strive to provide outstanding customer service. Professional and knowledgeable staffs are empowered to serve all customers in a friendly manner with courtesy and respect. This policy is aimed at providing staff with knowledge and skills necessary to provide a differentiated service to both existing and potential customers.

With the current competitive environment in the Financial Sector of our economy, we can only stay ahead of competition only if we can delight our customers with quality service at all times.

1.0 Introduction

This policy is designed to develop an organizational culture focused on meeting the needs and expectations of the customer and continuously improving services for the customer.

1.2 Overview

Opportunity Uganda Limited (OUL) aims at providing high quality and efficient service to its customers. This policy framework has been designed to provide a comprehensive benchmark against, which the current service delivery will be assessed and form buildings block for improving the delivery of service to customers. The customer-care policy will help Opportunity to continuously improve service by setting corporate standards for all staff while setting a baseline of standards, which can be used in the future. The service standards will help Opportunity Uganda to benchmark the efficiency of services provided to customers and help develop consistent levels of customer service throughout the organization.

1.3 Policy statement

We pledge that:

We will behave in a Christ-like manner towards our customers We will treat customers with dignity, fairness, and respect, free from

discrimination We will make every possible effort to provide responsive and affordable

financial products and transformational services to customers We will show the pricing of our products clearly to customers including all fees

and charges We will not knowingly overburden you with debt or other services While debt collection practices must include energetic pursuit of defaulters,

we will treat defaulting clients with dignity We will make clear the manner in which our products and services work, our

commitments, and the contractual obligations and responsibilities Should a problem arise, our goal is to resolve the matter through prompt and

fair reconciliation with customers We will do what we say we will do We will continue to resource, equip and support you toward transformational

life change We will listen to customers and take their views, wishes and needs seriously We will make sure that our employees are trained to give customers the help

and advice that customers need

1.4 Policy Objective:

To listen, understand and respond often in unique and creative ways to the evolving needs and constantly shifting expectations of our customers

To clearly communicate our superior service vision to employees at every level, and ensure that service quality is personally and positively important to everyone in the organization

To establish concrete standards of service quality and regularly measure ourselves against those standards

To ensure that right people are hired, trained extensively so they have the knowledge and skills to achieve the service standards

To ensure that staff who go one step beyond the expected actions for customer service are recognized and rewarded as individuals or as a group

1.5 Principles

Each staff member is accountable for the quality of customer service delivered through their own work or the quality of output of any project or work team(s) of which they are a member

Directors, head of departments, branch managers, Supervisors are responsible for developing a customer focused work ethic in their teams and empowering staff to undertake more customer focused decision making

Management will provide staff with the appropriate tools, information and training to provide quality customer service

1.6 Our Values

Our values are those shared assumptions and beliefs, which really influence our behavior. They are the ‘cultural glue’ of our organization as well as our beliefs. We live them and exhibit them in all that we do.

They are our driving force to achieving excellent service standards. Our values are;

Lordship of Jesus Christ Integrity Respect Commitment Stewardship

1.7 Our Products

As Opportunity Uganda we shall offer products and services that are suitable and clear to our customers. All staff have to familiarize themselves with the product pack in order to sell the Institution products effectively and hence serve our customers better.

2.0 POLICY APPLICATION

This policy documented will apply to all members of staff.

2.1 Policy Distribution

The policy will be distributed to all Branch Operations Managers, Customer Services Supervisors, Branch Relationship Managers, Mobile Bank Supervisors and Sate light branch Supervisors, whose input will be regularly sought and the manual updated to remain consistent with Opportunity Uganda business

2.2 Implementation and Monitoring

Every member of staff must comply with the policy as described and documented. Branch Operations Managers, Customer Service Supervisors, Branch Relationship Managers, Sate light Branch Supervisors, Mobile bank Van supervisors and Heads of Departments are responsible for the implementation and monitoring of the policy in their respective areas of responsibility. They must discuss it with staff and ensure that the policy is available to them for reference when required.

3.0 CUSTOMER SERVICE MISSION

To attract, retain and delight customers, empowering their holistic transformation.

4.00 SERVICE QUALITY STANDARDS

4.10 Welcoming Branch Environment

The Branch management is responsible for ensuring the branch both externally and internally, is kept clean and in good order with strong visible branding.

It is the responsibility of the Customer Services Managers and Sate light branch Supervisors to ensure that the banking hall is well arranged, neat and organized both before and during business hours.

4.11 General Cleanliness and Neatness

Clean floor with no litter (enough waste paper baskets)

Blinds (if any) should be clean and neatly drawn

Clean windows and doors

Furniture and plants neatly arranged and dust free.

Decent and professional dressing by staff members

4.12 Customer area

The customer area/ banking halls should always have:

Neat and tidy writing counters

Well stocked brochure and stationary stands

Working pens, enough carbon papers (where necessary)

Neatly organized queuing system with clear directional signage

Hangings (Presidential portrait, Trading license, products list, Adverts etc) which are displayed are visible to customers.

Directions Clean and paper-free floors

Clean desks and Counters

4.13 Office Area

Observe a “Clear desk policy”, only keep the necessary paper for doing the transaction, keep the rest out of sight

No eating or drinking in areas visible to customers

Customers should be given priority over paperwork

Name badges are to be worn at ALL times for easy identification.

4.14 Promotional Materials

Themed promotional campaigns should be well planned and positioned with a consistent look in all branches.

Framed posters of current promotions should be well placed in each branch.

4.15 Customer Reception

Before doors open for business at 8:30am/9.00am, staff should be ready, organized and prepared to focus on the customer.

Customers should be greeted with a smile to communicate willingness to help, speak courteously, clearly and in a friendly manner with an appropriate level of energy.

Eye contact should be maintained and the customer given 100% attention at all times

The customer’s name should be used at least twice during the conversation, if known, if not known courteously ask them

An open posture should be displayed and a positive, receptive attitude maintained.

For non-transactional processes, ask if there is anything else you can do to help Customer should be thanked after every transaction and wished a good day.

4.16 Queue Management

Customers should spend the shortest time possible in the Institution’s premises in order to be served. Recommended turnaround time: Maximum off peak-5 minutes and Peak-10 minutes.

All counters should be manned during peak periods.

Annual leave should be planned so as not to coincide with peak periods of the month/ year. Peak periods include may include but not limited to; school fees days, end of month and Christmas seasons.

Customer Service Supervisors should monitor the queues by identifying customers who can be served at different service points. E.g. Cheque deposits can be received at another location, those queuing in the wrong places can be directed etc.

If there is a need to keep the customer waiting, the customer should be informed as to why they are waiting and for how long they will have to wait. A customer should never be left to wait in suspense.

4.17 Customer Involvement

As much as possible customers should be allowed to take part in decision-making. This will strengthen our relationship with customers and increase customer loyalty

The Customer should always be given 100% attention when being spoken to

Ask questions to cross-check your understanding

Customers should be educated by giving them as much information as possible and that which is relevant to their situation

Realistic expectations should be set by explaining to the customer what can and cannot be done. Agree the appropriate action to be taken and explain any limitations to the customer’s request. The expected date for results should be communicated to the customer.

Confirm customer satisfaction and conclude by thanking her/him, extend an invitation to call again and wish her/him a nice day.

Note: Ensure to follow up on any agreed action and call the customer to give him feedback without waiting for him/her to call you first. If with genuine reason results are not received within the specified time, call the customer, explain why it was not possible to deliver as expected and apologize for the delay. This courtesy and personalized service will go a long way in achieving customer trust and loyalty.

4.18 Get it Right the First Time

All staff should be knowledgeable about business products and requirements

Before the customer leaves the branch, the staff member must ensure that all instructions are clearly signed and checked against all requirements. Confirm understanding by repeating instructions to the customer

If in doubt, always ask your supervisor/Manager.

4.19 Know your Customer

Take keen interest in the customer by finding out more about them e.g. Who they are, what business they are engaged in, who their customers are, their family etc. (Do not pressure them if they are not willing to reveal this information)

This information can provide sales leads for more business

It will help us discover and anticipate customer’s needs so as to fulfill them.

It will also enhance positive identification

Knowing your customer also will help to curb frauds

4.20 Communication

4.21 Verbal/ Oral communication

This is the most common form of communication, which involves speaking and listening to people face-to-face or via the telephone. Therefore when speaking to both internal and external customers, we should endeavor to be:

Courteous

Polite Civil Respectful

4.22 Non- Verbal Communication (Body Language)

Non-verbal communication includes facial expressions, tone of voice, eye contact, expressive movements, gestures, postures etc. Non-verbal communication is more important in understanding human behavior and is more powerful than verbal communication.

Being aware of our own body language enables us to ensure that we are sending out appropriate signals in a particular situation. Therefore staff;

Should sit upright, lean slightly forward to indicate your undivided attention to what the person is saying

Should maintain eye contact, well aware of your body language

Should listen carefully for what has not been said, the hidden meaning. This will make you understand the situation more clearly.

4.23 Written Communication

Letters create a favorable or unfavorable image of the Institution on a customer’s mind. Therefore letters should be well presented, clear and concise and contain accurate information. The language used should be appropriate and polite in tone. When writing to customers, we should:

Respond within 48 hours Make a draft before responding

Thank customer for writing, if we are replying

Bear in mind who you are writing to

Refer directly to the subject of inquiry or concern

Be brief and to the point

Use simple positive language, not technical terms or jargon

Check spelling and grammar and end by conveying personal responsibility if it was a complaint.

5.0 TELEPHONE HANDLING SKILLS

Telephone skills are a powerful tool in conducting business. The person on the other end of the line can easily tell your attitude by your tone of voice. Customers can tell when you are smiling or in a bad mood, therefore SMILE as you speak on the phone.

Pick phone within 3 rings Use clear language and ask logical questions.

5.1 At the switchboard

Greet, identify the company, your name and offer assistance.

E.g.” Good morning, Opportunity Uganda, Justine speaking how may I help you?

May I please know who is calling? Please hold the line while I connect you….”

5.2 In the Department

E.g. “Good morning, Finance, Linda speaking, how may I help”

5.3 On Mobile

E.g. “Good morning, Linda speaking, how may I help”

Assist, if unable, always inform the caller you are going to redirect his call and to whom.

Thank the caller and inform him/her they are free to call again. Always wait for the other person to pick up the phone; inform him/her who the

customer is and the subject of his call before you hang up the phone.

6.0 CUSTOMER COMPLAINTS

Customer complaints are a symptom of problems in the branch / department and are therefore an opportunity to improve. They should therefore be received with a positive attitude.

Reasons for customer complaints

Lack of knowledge and skills by staff to handle the complaints Poor systems and procedures Customer lack of knowledge about Opportunity Uganda procedures, products

and policies.

6.1 Handling customer complaints

Face-to face interactions

Always acknowledge the problem, do not justify it. Customers are not interested in your problems; just want to know what you are going to do about their problem.

Show concern (empathize) and apologize, do not make excuses

Do not pass customers from one person to another when they have a complaint. However If you fail to resolve a problem, then let the customer know who you are passing them to and why and explain to the person the customer’s problem.

Do not take it personally, point fingers or match wits with the customer

Give immediate solution or promise action by a specific date. Do not make unrealistic promises you cannot keep! Endeavor to promise what you can deliver.

Keep record of the complaint and ensure it is followed up to a conclusive end and the customer contacted upon completion.

For telephone complaints: If a customer calls in to complain, give the customer a chance to air their grievances rather than talking over them.

6.2 Handling written and verbal Complaints

The following procedures will apply for written and verbal complaints:

Customers Service Officers (CSO)/ Customer Service Supervisors (CSS) (in branches where they are one and the same) will register complaints in register/ database

The CSOs/CSS shall then refer them to concerned departments for resolutions

CSS and BOMs (in branches where the CSO and CSS is the same person) will make daily checks

CSS/BOM will investigate any complaints not resolved by end of week and to call up the customers with resolutions

On a weekly basis the CSS/BOMs shall make reports on complaints

At the end of month CSS/ BOM will make reports by categorizing complaints into the 5 Ps

People Product (Service) Process

Pricing Policy

6.3 Success factors in handling Customer Complaints:

Attitude- A positive attitude helps in handling the problem successfully

Acknowledgement- Listen carefully, ask open-ended questions, check your understanding, and acknowledge there is cause for complaint, show empathy

Agreement-Discuss possible solutions, offer options, reach an agreed satisfactory mutual solution

Action-Keep the customer informed at all times, implement what was agreed. Call the customer to confirm that the problem has been satisfactorily solved.

Note: Always ensure that the customer’s complaint has received proper attention, whether an immediate solution has been found or not. Customers will tend to be more forgiving if you are truthful with them.

6.4 Handling difficult customers

Instinctive reactions when confronted by an angry customer are being aggressive or submissive, both of which should be avoided while dealing with difficult customers. In order to ease the tension and turn these into win-win situations, the following techniques should be used: -

Give immediate attention to the customer and show a willing attitude to help

Do not try to handle an angry customer in front of other people; move him/her to a quiet place (e.g. Branch Operations Manager’s office) and let him cool off before you discuss his problem.

Acknowledge the problem, empathize with the customer and apologize to the customer for the inconvenience caused

Never get into a heated argument with a customer. Never lose your temper and try to match wits with them, stay professional

Concentrate on getting a resolution rather than placing blame or fault finding

If the situation is getting out of hand even after trying to cool the customer down, call a manager to assist with the situation

Note: Remember; ‘A difficult customer is a resource’. Dissatisfied customers “tell it like it is” which helps you know information that may otherwise stay private.

7.0 Personal grooming

The banking profession is a highly respected discipline. Bankers should always be dressed smartly, neatly (in uniforms where provided) and professionally.

7.1 Ladies dressing

o Smart neat dresses, shirts, skirts or matching trouser suits

o No jeans or casual dressing during office hours

o Well polished dark colored shoes

o Hair must be neatly arranged or trimmed, no fancy styles

o Nails well groomed

o Moderate make up

o No chunky jewelry

o Jackets and not shawls should be worn

o Name tags must be worn and well displayed at ALL times

o On dress down day, casual, decent and smart attires should be worn, jeans are NOT allowed

7.2 Gents dressing

o Dark or light colored or quiet striped shirts

o Ties (not too loud)

o No jeans and casual dressing during office hours

o No open collar shirts (except on dress down day)

o Keep hair neat and short

o Preferably dark trousers, matching socks and polished dark shoes

o Clean shaven or trimmed moustache and beards

o Name tags must be worn and displayed at ALL times

o On dress down day, casual, decent and smart attires should be worn

8.0 TEAM CARE

This policy cannot be fully implemented by individual efforts. It is expected that all staff will contribute towards the achievement of our goals. Remember “TEAM CARE”

Together Customers Everyone Are the

Achieves Reason we More Exist