Customer obsession the credo at FBC Customer Experience Division
THE customer experience team at FBC is the vanguard that defends the “customer obsession” mantra for the group.
Established at the beginning of 2020, the customer experience division amplifies and and defends the voice of the customer across the whole FBC group.
The unit oversees the contact centre, which provides 24/7 customer support for any FBC customer.
“The customer is our top-most priority not just as customer experience division, but the whole group. The new promise to our customers is ‘You Matter Most’ and it is that renewed focus on our customer that culminated in the setting up of a fully -fledged Customer Experience Department to cater for all FBCH customers,” FBC Head of Customer Experience Annah Gambe says.
The emergence of the digital customer and the coronavirus has accelerated the change in the customer’s behaviour, as well as channel preference.
FBC continues to invest significantly in the technologies, processes and culture to meet these evolving customer needs.
Customer experience is a product of interaction between the customer and business during the duration of their relationship. It encompasses three key aspects, which are:
The customer journey;
Brand touch points that the customer interacts with; and
The environment that the customer interacts in.
The FBC Customer Experience unit has a number of responsibilities, which are outlined below:
They are the voice of the customer (external and internal — in respect of customer experience issues) across the group;
They manage the customer’s entire experience through the group’s indirect (Contact Centre) and direct touch points;
They develop and implement strategies useful in improving customer experience within the group;
They help to shape the Group Contact Centre through digitalisation initiatives, adoption of relevant technologies;
They Iinstill a culture of superior customer service through effective strategies, structures, systems and controls, in collaboration with the various SBU’s and other stakeholders;
The Customer Experience Unit works with other SBUs, the Digital Value Office and other functions to foster the requisite change that entrenches the treasured customer promise “You Matter Most”.
FBC Group Contact Centre
FBC Group Contact Centre operates 24/7 to ensure all its customers across the world, including MasterCard account holders and all who use digital products and services, are catered for and assisted as and when they need services.
The Group Contact Centre and Customer Experience Unit is reachable on the following contact details:
Landlines: +263 242
704482, +263 242 761198;
Tollfree number: 220;
WhatsApp: +263772 152 647, +263772 419 693 or +263732 152 647;
Email: help@fbc.co.zw ;
FBCHelpCentre or chat with our 704481, +263 242 live agent through the web chat
Contact team
The FBC Customer Experience Unit headed by Annah Gambe, is made up of the following team members:
Complaints and Queries manager: Patricia Mandipira — to ensure all customer complaints are handled effectively and efficiently;
Quality Assurance manager: Mary Chimhamhiwa — to ensure standardisation and quality responses are provided; and
Two team leaders: Wilson Mpofu and Laurinda Chiguvare; and
Contact Centre Agents.