CRDB Bank Managing Director Dr Abdulmajid Nsekela has urged employees to take greater responsibility for customers’ concerns and ensure they receive services that are convenient, timely and secure.
Dr Nsekela made the call during the launch of the bank’s Customer Service Week, held under the theme “The Extra Mile”, saying the message should become part of the bank’s everyday culture rather than remain a week-long campaign.
He said the annual event gives the bank an opportunity to assess its performance, identify areas requiring improvement and renew its commitment to customers.
“This theme, which we call ‘The Extra Mile,’ is not just a message; it is a promise and commitment by every CRDB Bank employee,” Dr Nsekela said.
He urged employees to view customers not simply as people seeking solutions to problems, but as partners who depend on the bank for financial services, advice and support to achieve their goals.
He said staff should take ownership of customers’ concerns instead of moving them from one desk or department to another without following up on whether their issues have been resolved.
“A customer’s problem becomes your personal problem. You take ownership of it and look for a solution. We want customers to feel valued, respected and understood,” he said.
Dr Nsekela said customer confidence and trust remain central to the bank’s growth, adding that CRDB’s performance cannot be measured only through its physical branches or range of financial products.
He said the bank was investing in digital services to make banking more accessible, allowing customers to conduct transactions without necessarily visiting branches.
“Our goal is to ensure that when a customer needs a service, they do not necessarily have to go to the bank. The bank should be where the customer is and when the customer needs the service,” he said.
The bank has expanded digital options for services including account opening, money transfers and loan applications, with Dr Nsekela saying technology should ultimately reduce the time and effort customers spend accessing financial services.
He also highlighted the need for employees to process loan applications within the timelines communicated to customers.
According to Dr Nsekela, some loan applications are expected to be processed within seven days, requiring staff to act promptly once applications are received.
“We have made a commitment that a loan should be available within seven days. If you receive a customer’s application, do not sit on it. Work on it early so that our promise is reflected in the service we provide,” he said.
The emphasis on faster service comes as banks increasingly compete on convenience and digital access, with customers expecting financial transactions and other services to be completed with less paperwork and shorter waiting times.
CRDB Acting Head of Customer Service Queen Odunga said the “Extra Mile” theme was intended to encourage employees to consider what additional action they could take each day to improve customers’ experience.
She said the bank wanted the initiative to continue beyond Customer Service Week and become part of employees’ routine approach to serving customers.
“We want every customer to feel that when we listen to their needs, we take action to address them,” Ms Odunga said.
She said CRDB would continue working to strengthen the trust customers have placed in the bank while improving services to support their businesses, investments and personal financial needs.
The Customer Service Week campaign is part of the bank’s efforts to place customer experience at the centre of its operations, with employees being encouraged to listen to customers, respond to their concerns and follow through until issues are resolved.