First Bank of Nigeria Limited said it recently achieved an international certification on Complaints Management.
The bank stated that it achieved the certification due to its drive to improve its management controls and processes that deal with handling customers’ complaints effectively and efficiently.
The certification, according to a statement, confirmed the bank’s operational efficiency in identifying trends and the underlying root of complaints, as well as prompt resolution of complaints.
“With the ISO 10002 certification, FirstBank has again become the first institution in Nigeria, to obtain an internationally recognised certification for complaints handling, benchmarked against global best practice. The certification was achieved after successfully deploying the service management module of the Customer Relationship Management tool to assist with effective collation, tracking, notification and storage of customer complaints bank wide and a rigorous audit conducted by the British Standard Institute (BSI),” the statement added…
Culled from http://www.thisdaylive.com/articles/firstbank-attains-iso10002-certification-on-complaint-management/223749/