NDIC commits to customer-centric service

Following the successful deployment of innovative tools to resolve deposit issues related to the defunct Heritage Bank, staff of the Nigeria Deposit Insurance Corporation (NDIC) have been encouraged to renew their dedication to serving their core stakeholders-depositors of failed banks.

The innovative approach enabled the NDIC to begin settling insured depositors of Heritage Bank, whose license was revoked by the Central Bank of Nigeria (CBN) in June 2023, within just four days of the revocation.

So far, 93% of depositors with balances below N₦5m have been compensated.

Speaking at the 2024 Customer Service Week celebration in Abuja on Tuesday, NDIC Managing Director, Bello Hassan, commended the workers for their efforts.

However, he urged them not to become complacent, but rather to continue building on the corporation’s core mandate to achieve even greater success.Emphasizing that it is the only way to ensure the Corporation’s stakeholders remain a top priority in the delivery of services, the MD said: “I would like to commend our staff, who have displayed exemplary performances and dedication in fostering a culture of exceptional customer service, particularly payments to depositors of the failed Heritage Bank.

“As you are all aware, Customer Service Week is an international celebration that recognizes the vital importance of customer service and the individuals who serve and support customers daily.

“This year’s theme, ‘Above and Beyond’ encapsulates the spirit of collaboration and the unwavering commitment of the Corporation to service delivering to our stakeholders.

“Today, I would like to reflect on the essence of exceptional customer service and how going above and beyond can transform not only our relationships with customers but also enhance our core mandate.“As you all know, our passion for what we do drives us to create a positive, stakeholder-centric culture that exceeds expectations.”

Given this, the managing director noted that this year’s theme is appropriate as it aligns with the organisation’s vision and emphasized the importance of employees recommitting themselves to meeting customer satisfaction to strengthen confidence in the organisation’s ability to fulfill its mandates.

He said: “The theme for this year, ‘Above and Beyond’, speaks to our commitment to working with excellence, and understanding that reflects our shared values, and providing solutions in our unique environment where competition is fierce and surpasses expectations.

“What sets us apart is our ability to deliver outstanding customer service, in ways that create a lasting impact.

“Exceptional customer service is not the responsibility of single nurturing but a culture that prioritizes customer satisfaction, which will not only improve individual experiences but also build a lasting reputation for excellence.“As we celebrate this Customer Service Week and look beyond delivering exceptional services to our stakeholders, let us celebrate the power of outstanding service, foster collaboration with our colleagues, and promote a culture of effective service delivery.

“I also urge you all to embrace this week, which will be filled with insights, inspirations, and innovations.

“Let us join forces to elevate the standard of service excellence, striving to make every interaction meaningful, every service unforgettable, and to exceed customer expectations.”

The national coordinator of service compact with All Nigerians (ServiCom), Nnenna Akajiemeli, in her keynote address, commended the workers of the Corporation for their excellent service delivery to the public.A key highlight of the event was the testimonies from several depositors of the failed Heritage Bank, who shared how they effortlessly received their claims after providing the requested information to the NDIC.

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