Kampala, Uganda | THE INDEPENDENT | Bank of Africa Uganda has dedicated October to strengthening its customer service culture, recognising employees and improving customer experiences under the theme “The Extra Mile.”
The initiative challenges staff to go beyond routine service delivery by listening to customers, understanding their needs, resolving concerns and taking responsibility for the quality of every interaction.
Throughout the month, the bank organised activities to reinforce the theme, including engagements celebrating African cultures and leaders who have contributed to the continent’s development, as well as a Uganda Premier League-inspired dressing challenge to promote team spirit.
Staff also participated in a customer experience training session titled “The Extra Mile: From Service to Ownership,” facilitated by Antony M. Kituuka, Managing Director of Avara Business Infinitum Group Limited.
The session encouraged employees to move beyond simply completing transactions and take greater ownership of the overall customer experience.
Anna Namusoke, Senior Manager, Service Excellence at Bank of Africa Uganda, said the initiative reflects the bank’s commitment to making customer satisfaction an everyday priority rather than a once-a-year campaign.
“The Extra Mile is about going beyond what is expected to make every customer interaction better. It is about listening, understanding, solving and finding that little extra way to make a difference. For us, this is not just a theme for Customer Service Month; it is the standard we want to carry into how we serve our customers every day,” Namusoke said.
She noted that customer experience depends not only on the solutions provided but also on how customers are treated throughout the process.
“Customer experience is ultimately about ownership. A customer may remember the solution we provided, but they will also remember how we made them feel during the process. Going the extra mile means taking responsibility for the experience from beginning to end and looking for ways to make it better,” she said.
As October draws to a close, the bank says the activities will give way to a continued focus on service excellence across its operations.
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