At FINCA we understand that Customer service has to be a team effort and not just the responsibility of staff who deal with the customers directly. Indeed customer care is every staff’s responsibility and thus FINCA has put in place many channels through which we obtain feedback and communicate with our customers. These include: The Call Center, Customer helplines, E-mail, website, suggestion boxes and complaint/compliment registers in our branches. From time to time, we also carry out customer meetings at branches and customer visitations at their business premises in order to exchange first hand feedback with our customers.
Tel: +256 772429904 / 752429904 Toll free:+256 800262262
Our Customer Support Center (CSC) operations take the following process:
1. We Engage
Because we treasure our customers, our first step in the chain of event is to be engaged in what revolves around us. Therefore, we have well trained Customer Care Officers in all our branches who are the first point of contact. Our customer helpline telephones, E-mail address, suggestion boxes and Perl desk provide the other platforms through which our customers can contact us.
2. We Communicate
We talk to customers with open-mindedness and in a professional manner about what we offer so they can make informed decisions. We conduct regular training for our new staff and refresher courses in customer service so as to keep our staff abreast with the ever changing customer needs and expectations and thus be able to adjust accordingly.
3. We understand
One of our most important functions at the CSC is to understand the needs of our customers so that we are able to address them appropriately. We have a clear picture of what customers really want and we are committed to ensuring that their needs and expectations are met satisfactorily. We therefore encourage our customers to utilize the feedback channels that have put in place such that their voices are heard and are served as they wish.
We hope to hear from you soon.