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An Open Letter To Zenith Bank - Business - Nairaland

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An Open Letter To Zenith Bank by ujuvals: 5:50pm On Dec 19, 2016
I would like to congratulate Zenith Bank on the impressive strides it has made in online presence and social media this year. It is mind blowing that from less than 100,000 followers at the start of the year, Zenith now has over 2 million followers on Facebook and Twitter alone. There is also a plethora of cutting edge online communication and great social media content marketing surrounding your product offerings that makes me say kudos to your communications / advertising agency for an excellent showing in 2016. Whoever they are l must say they are doing a fine job of positioning your bank as a warmer, friendlier, and more retail focused bank with the #1000 campaign and it is great to know Zenith is open for business with the little guy.

However, despite all the great things I see online, your physical branches and the staff therein leave much to be desired when it comes to customer service. Some of the staff even sitting at the customer service desk have an air of hostility and are distant instead of welcoming. A warm smile or even any kind of smile would be a great resource for the service desk attendees to keep in their toolkit.

No matter the strides your team makes on social media adverts, it won't translate to much unless the staff in the banking halls have their own campaign to welcome the converts you create online.

May I advice that you do some serious reorientation internally before you ask us to come and bank with you. A friend of mine was told in a very hostile manner that you need a minimum of 10k to open an account at one of your branches last week, when he told the customer service officer that we were being sold a different message online. The rude lady simple said that is just a communication campaign and if he is not ready to open an account he should allow her attend to other people. Guess what he didn't open the account. Zenith Bank, please get your act together

34 Likes 4 Shares

Re: An Open Letter To Zenith Bank by bunmiano: 5:57pm On Dec 19, 2016
INTERESTING
Re: An Open Letter To Zenith Bank by bunmiano: 5:59pm On Dec 19, 2016
LOOK FOR 10K

3 Likes

Re: An Open Letter To Zenith Bank by Jengem: 6:12pm On Dec 19, 2016
Zenith bank has stepped their game up, no doubt. Their efforts will probably see them reach the top of the industry.

I haveno experience in their banking halls tho

1 Like

Re: An Open Letter To Zenith Bank by joinnow: 10:06pm On Dec 19, 2016
OP
You just made me recall 1999 when I want to open zenith account with 30k naso the teller said I need 250k to open account then
I ask the guy where will I be keeping the money to reach 250k b4 I go bring am come open the account.
I just take vex leave them walk across enter first bank
First bank said its 5k to open account then.......

57 Likes 1 Share

Re: An Open Letter To Zenith Bank by ujuvals: 10:16am On Dec 20, 2016
joinnow:
OP
You just made me recall 1999 when I want to open zenith account with 30k naso the teller said I need 250k to open account then
I ask the guy where will I be keeping the money to reach 250k b4 I go bring am come open the account.
I just take vex leave them walk across enter first bank
First bank said its 5k to open account then.......

Imagine. I guess they have come a long way, at least online.

@lalasticlala pls help us get this to front page.

2 Likes

Re: An Open Letter To Zenith Bank by Jengem: 11:48am On Dec 20, 2016
joinnow:
OP
You just made me recall 1999 when I want to open zenith account with 30k naso the teller said I need 250k to open account then
I ask the guy where will I be keeping the money to reach 250k b4 I go bring am come open the account.
I just take vex leave them walk across enter first bank
First bank said its 5k to open account then.......

1 Like

Re: An Open Letter To Zenith Bank by scribble: 1:44pm On Dec 21, 2016
bunmiano:
LOOK FOR 10K

why?

2 Likes

Re: An Open Letter To Zenith Bank by Jidefido(m): 8:16am On Dec 22, 2016
They may have beautiful ladies at the customer service and I think that has eroded their services. The pride they have being one of the best banks in Nigeria may fade off if they dont do the needful. Arikair is an example. Just negodu.

6 Likes

Re: An Open Letter To Zenith Bank by count(m): 12:42am On Dec 23, 2016
It was very interesting to see that you don't need so much money to open an account now. It was one of the things that turned me off initially from the bank, glad that's been fixed. As for customer service, that one is a problem everywhere, i think employers should pay more attention to this aspect of things and create a means of checks and balance for customer care agents.

4 Likes 1 Share

Re: An Open Letter To Zenith Bank by ALVA001: 10:11pm On Dec 23, 2016
I beg who this letter help.

3 Likes

Re: An Open Letter To Zenith Bank by yomalex(m): 10:12pm On Dec 23, 2016
hmm
Re: An Open Letter To Zenith Bank by passyhansome(m): 10:17pm On Dec 23, 2016
STANBIC BANK TEAM

9 Likes

Re: An Open Letter To Zenith Bank by seunoj: 10:17pm On Dec 23, 2016
when u generalise Tins like dis, u r not helping the institution. pls be specific and name d branch. issues should be addressed on a case by case basis not to generalise

16 Likes

Re: An Open Letter To Zenith Bank by GlorifiedSon: 10:17pm On Dec 23, 2016
Merry Christmas Nairalanders..just in case you haven't got your meat contact me for live goat (around Ajah)
Check my profile for more details.
Thanks for the patronage so far.
Re: An Open Letter To Zenith Bank by Silvereze(m): 10:18pm On Dec 23, 2016
Then what do you say of FirstBank.... infact I think all Nigerian Banks have issue with customer service. The customer service staffs are humans and prone to mood swings

4 Likes

Re: An Open Letter To Zenith Bank by Adesiji77: 10:22pm On Dec 23, 2016
grin

Zenith peeps are not smiling...

2 Likes

Re: An Open Letter To Zenith Bank by mykeljosef: 10:23pm On Dec 23, 2016
zenith bank are so customer insensitive...waited 3 hours today to use one atm

3 Likes 1 Share

Re: An Open Letter To Zenith Bank by dominique(f): 10:23pm On Dec 23, 2016
joinnow:
OP
You just made me recall 1999 when I want to open zenith account with 30k naso the teller said I need 250k to open account then I ask the guy where will I be keeping the money to reach 250k b4 I go bring am come open the account.
I just take vex leave them walk across enter first bank
First bank said its 5k to open account then.......

Abi o
Re: An Open Letter To Zenith Bank by symbianDON(m): 10:24pm On Dec 23, 2016
I bank with zenith and I can confidently state that their customer service officers (those self-conceited, haughty looking ladies) are downright arrogant and mostly rude.

31 Likes

Re: An Open Letter To Zenith Bank by bettercreature(m): 10:27pm On Dec 23, 2016
passyhansome:
STANBIC BANK TEAM
Stanbic bank is too good

5 Likes

Re: An Open Letter To Zenith Bank by monimekaz(m): 10:27pm On Dec 23, 2016
Imagine I went to their branch in Iyana Ipaja one day to make an enquiry why I can't receive OTP,the beautiful Lady told me to contact interswitch . I told her Zenithbank now sends her OTP, she was looking like dummy ,like I didn't know what I was saying .

1 Like 1 Share

Re: An Open Letter To Zenith Bank by Saammiee(m): 10:29pm On Dec 23, 2016
You all complaining.... try Eco bank and you'll appreciate zenith...Eco bank is the worst bank ever

20 Likes 1 Share

Re: An Open Letter To Zenith Bank by Bigcake: 10:30pm On Dec 23, 2016
seunoj:
when u generalise Tins like dis, u r not helping the institution. pls be specific and name d branch. issues should be addressed on a case by case basis not to generalise
Zenith Bank Branch at Uyo, Oron Road to be specific. The Teller (a lady) isnt friendly to customers at all. They should try and learn good customer service from Diamond Bank...Although network issue is killing Diamond Bank.

11 Likes

Re: An Open Letter To Zenith Bank by Miles300: 10:30pm On Dec 23, 2016
Silvereze:
Then what do you say of FirstBank.... infact I think all Nigerian Banks have issue with customer service. The customer service staffs are humans and prone to mood swings
u dey mind them as if na robot be customer care , if person ask u one question 10times for customer care desk u no go para for am ... Hahahaha u are humans biko ..

2 Likes

Re: An Open Letter To Zenith Bank by Odunharry(m): 10:39pm On Dec 23, 2016
following.

Op, next time take note of the branch..

1 Like

Re: An Open Letter To Zenith Bank by doublefreez(m): 10:39pm On Dec 23, 2016
seriously i agree with you. am for me i have decided to deal with all these service company's online. They seem to attend to you more courteously and nicely than when you present yourself physically. I have first hand experience of such rudeness from a customer representative of one of the big telecoms company. please give your staff reorientation.

1 Like

Re: An Open Letter To Zenith Bank by Viking007(m): 10:39pm On Dec 23, 2016
One of the reasons I love my access bank. Very friendly customer care reps, both on & offline.

The day one of their rep carry face like shît, I simply sent a mail to their HQ, na the branch manager call me the next day. grin

13 Likes

Re: An Open Letter To Zenith Bank by Nobody: 10:41pm On Dec 23, 2016
Lai Lai, diamond bank has never failed me, their customer service (both online and offline) is top notch, they truly know what customer service is all about.....due to their customer friendly nature, you can open an account with even 500 naira, which I used to open mine, I swear, I love diamond bank like crazy

9 Likes

Re: An Open Letter To Zenith Bank by c2far: 10:43pm On Dec 23, 2016
No condition truly is permanent.

To think a day will come when Zenith Bank will be 'pleading' for new customers with an opening fee of N1,000 was laughable in 2005-7. Pretty arrogant lots they were then. While there is nothing wrong with defining your standards, you however should do it with respect. In those days, it was the gateman that will assess you and question your reason for coming to the bank and then turn you back.



ujuvals:
I would like to congratulate Zenith Bank on the impressive strides it has made in online presence and social media this year. It is mind blowing that from less than 100,000 followers at the start of the year, Zenith now has over 2 million followers on Facebook and Twitter alone. There is also a plethora of cutting edge online communication and great social media content marketing surrounding your product offerings that makes me say kudos to your communications / advertising agency for an excellent showing in 2016. Whoever they are l must say they are doing a fine job of positioning your bank as a warmer, friendlier, and more retail focused bank with the #1000 campaign and it is great to know Zenith is open for business with the little guy.

However, despite all the great things I see online, your physical branches and the staff therein leave much to be desired when it comes to customer service. Some of the staff even sitting at the customer service desk have an air of hostility and are distant instead of welcoming. A warm smile or even any kind of smile would be a great resource for the service desk attendees to keep in their toolkit.

No matter the strides your team makes on social media adverts, it won't translate to much unless the staff in the banking halls have their own campaign to welcome the converts you create online.

May I advice that you do some serious reorientation internally before you ask us to come and bank with you. A friend of mine was told in a very hostile manner that you need a minimum of 10k to open an account at one of your branches last week, when he told the customer service officer that we were being sold a different message online. The rude lady simple said that is just a communication campaign and if he is not ready to open an account he should allow her attend to other people. Guess what he didn't open the account. Zenith Bank, please get your act together

15 Likes

Re: An Open Letter To Zenith Bank by Nobody: 10:43pm On Dec 23, 2016
Re: An Open Letter To Zenith Bank by PIPPROF(m): 10:44pm On Dec 23, 2016
symbianDON:
I bank with zenith and I can confidently state that their customer service officers (those self-conceited, haughty looking ladies) are downright arrogant and mostly rude.

zenith BANK C CARE OFFLINE is poor

4 Likes

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