In celebration of Customer Service Week 2024, Kuda hosted a webinar to equip its employees with tips to deliver exceptional service to internal and external customers.
The webinar, ‘Going Above and Beyond for Internal and External Customers,’ aligns with this year’s Customer Service Week theme, “Above & Beyond.”
The event featured presentations from Kuda’s key customer experience leaders, including Senior Customer Support Specialist, Olubukola Ojo and Compliance Manager, Oluwamuyiwa Falusi, who shared practical insights on raising service standards.
The webinar provided tools for employees to embody the values of love, kindness, empathy, and respect in their daily interactions.
In her presentation, Olubukola Ojo emphasised the importance of active listening and personalised service when engaging with customers and colleagues.
“To go above and beyond, it’s crucial to engage meaningfully with customers, tailoring our approach to their individual needs and anticipating potential issues,” Ojo explained.
She encouraged attendees to follow up with customers after interactions to ensure satisfaction, adding that, “proactively reaching out to customers shows that you genuinely care about their experience and are committed to resolving any concerns they may have.”
Ojo also highlighted the importance of internal collaboration in delivering exceptional service.
“Fostering teamwork across departments ensures that customer needs are met seamlessly and efficiently,” she said.
Falusi highlighted how delivering top-tier customer service is key to building trust, brand loyalty, and standing out in a competitive market.
“In fintech, providing exceptional service is not just about solving problems—it’s about building relationships that encourage customer retention and generate positive referrals,” he noted.
He also discussed the vital role of compliance in customer service, particularly in the fintech sector, where regulatory standards are stringent.
“When compliance is seamlessly integrated into customer-facing processes, it reassures customers that their best interests are prioritised while ensuring we meet legal obligations.
“This builds trust and credibility, fostering long-lasting relationships,” he explained.
Falusi further stressed the importance of balancing compliance with a positive customer experience.
“By explaining compliance processes transparently and straightforwardly, we turn regulatory obligations into opportunities to strengthen customer relationships.
“Customers appreciate it when we take the time to show how these measures benefit them,” he added.
Kuda’s approach to customer service reflects a deep commitment to innovation and collaboration.
Its focus on employee satisfaction empowers staff to deliver top-quality service, and the synergy between compliance and customer experience strengthens long-term relationships with customers.
Kuda’s celebration of Customer Service Week features activities including a football tournament, giveaways, and a games night.
