Bank customers deserve better, says Teveta
The gains registered in the country’s booming banking sector will continue eluding Malawians unless the banks improve the way they handle their customers, trainers have warned.
Technical, Entrepreneurial and Vocational Education Training Authority (Teveta) regional manager Conceptor Kachoka sounded the warning when the institution, together with the Institute of Bankers (IOB), trained employees of various banks in superior customer care.
Among other things, the three-day encounter accorded the bankers an opportunity to discuss how they handle their customers amid widespread concerns about lengthy queues, ailing automated teller machines (ATMs), on-and-off networks and poor information dissemination in the financial institutions.
“All banks offer accounts, so, each bank needs efficient and friendly ways of spelling out to customers what makes them different. With increasing competition in the banking sector, it is important to realise that all organisations that exist productively are always communicating with their customers in a responsible manner that makes them come again,” he said.
The private sector training was in fulfilment of Teveta mandate to support organisations that pay Tevet levy—one percent of their payroll—to close skills gap that impede productivity.
According to IOB training and education manager Tamara Muwa, the banks had demanded the training after noting a gap in the way they treat their customers.
“The training was worthwhile and we hope there will be fewer complaints from customers if those trained share the knowledge with their workmates,” she said.
Speaking on behalf of the trainees, Eliah Chimaliro said the gathering was a wonderful opening to discuss the obligation they owe their clients.
“A lot of lessons have been learnt and it will be very beneficial if IOB organises a similar training for bank managers,” he said.
The training attracted bankers from FMB, FDH Bank, National Bank of Malawi and Opportunity Bank of Malawi.
Management Link consultant Martin Langa said it is a pity that most banks keep customers waiting in the queue or marching from one point to another without offering lasting assistance. The trainer asked the institutions not to relent in training its staff because superior customer care is almost everything if they want to attract, retain and satisfy their clients.
