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GTBank SL has continued to set the standard high with its novel approach to engage and connect with customers through its initiative, “Call the MD”. This initiative allows the managing director, Mr. Ade Adebiyi to directly communicate with everyday bank customers, setting high precedent for customer engagement in Sierra Leone.
“Call the MD” is a monthly event hosted by GTBank where dissatisfied customers can directly call the Managing Director, Mr. Ade Adebiyi, using a designated phone line. This initiative provides customers with a direct line of communication to voice their concerns about the bank’s services.
“The primary objective of the ‘Call the MD’ initiative is to facilitate direct feedback from customers to the highest level of leadership within the bank. This allows for the immediate resolution of any concerns and promotes a culture of exceptional customer service within the organization. Ultimately, the initiative aims to enhance the overall customer experience.”, a senior bank official told Sierraloaded.
On March 31st, 2023, the latest edition of the ‘Call the MD’ initiative was held between 9 am. and 10 am. During this hour-long session, customers had the opportunity to raise concerns and issues affecting them. Some of the topics discussed included loans for public officials, the Guaranty Trust Electronic Notification Service (GENS), Wallet to Bank and Bank to Wallet services, Mastercard, and the ‘standing order’ policy. All customers who used the service had their issues resolved by the end of the day, and some customers also used the opportunity to commend specific staff and branches for exceptional service delivery.
Over the years, GTBank has consistently introduced several innovations to establish itself as the industry leader in digital and innovative banking services. Celebrating its 20th anniversary, the bank boasts 16 branches and over 263,000 customers who receive excellent service.
Despite the presence of several other financial service providers in the Sierra Leone market, GTBank stands out for its digital edge, quality customer service, and accessibility in most rural areas. The bank prioritizes building long-term relationships with its customers, understanding their goals, and creating strategies to meet them. This is achieved through dedicated and professional staff who are constantly supported with development opportunities.
GTBank had, in previous years, introduced innovative and disruptive products in the financial services market space like the USSD banking (*9737#), Mastercard, Salary loan for customers, GTWorld and a few others.
