Customer Service Charter

Version 3: January 2015
Customer
Service
Charter

Table of Content
2 Introduction
3 The Bank Windhoek Service Values
4 The Right and Responsibilities of our Clients
5 Client Feedback and Complaints
6 Service Standards & Measurement

Introduction
Bank Windhoek is committed to provide excellent service to its clients. The Bank’s
Service Charter guides the behavior of our staff and sets out minimum standards of
service delivery.
Bank Windhoek, as a member of the Bankers Association of Namibia, is a signatory
to the Code of Banking Practice in Namibia, launched on 26 February 2013. The
Code of Banking Practice is a voluntary code which sets standards of good banking
practice for financial institutions to follow when dealing with customers.
A copy of the Code of Banking Practice, as well as the Bank of Namibia’s Guidelines
for Lodging Customer Complaints, can be downloaded from the Bank Windhoek
website at www.bankwindhoek.com.na.
We value your feedback on our service and should you feel that you do not receive
the level of service that you deserve, or that we do not live up to our Brand and
Service Values, please contact us by sending an email to: feedback@bankwindhoek.
com.na or by phoning our Customer Contact Centre at Tel: (061) 299 1200.
3

Service Values
Our Service Promise
Our
Service
Values
To turn every average client interaction into an amazing Bank Windhoek
service experience.
Our Service Values
This amazing service experience is articulated in our Bank Windhoek
Service Values:
The Bank Windhoek Service Values, serve as a guide to our behavior that
helps us shape relationships with all our stakeholders.
Friendliness
Helpfulness
Empathy
Professionalism
Competency
Efficiency
Friendliness
‘Consistently portray
an attitude of
warmth and
approachability in all we do’
Helpfulness
‘Always be willing,
able and enthusiastic
to assist without
prejudice’
Empathy
‘Always be conscious and considerate of the emotional state of others’
Professionalism
‘Always behave in an ethical manner reflecting the highest level of competence and skill’
Competency
“Always maintain the highest levels
of service knowledge and skill”
Efficiency
”Always deliver the desired result
for all stakeholders”
We believe that our clients are our very reason for existing, therefore we will deliver Excellent
Customer Service through:
• Knowing our clients and building a relationship with our clients
• Answering the telephone promptly, preferably within three rings, with the following greeting: “Good day, this is
Bank Windhoek (branch/department), (own name) speaking.
• Not making promises that cannot be kept - Always under-promise and over-deliver and not over-promise and
under-deliver
• Dealing with complaints in an efficient and effective way
• Always being helpful, even if there is no immediate benefit in it
• Always being courteous, helpful, well-mannered and knowledgeable
• Always being ready to walk the extra mile/go beyond our call of duty
4

The Rights of our Clients in terms of service delivery
Our clients have certain rights pertaining to Bank Windhoek’s service delivery. These rights are not forced onto
the Bank by any outside entity, but it is a self-imposed and a self-regulated system that the Bank voluntarily
subscribes to.
The rights of Bank Windhoek’s clients in terms of service delivery are:
• A right to be treated according to the Bank’s Service and Brand Values and the Bank’s Service
Charter
• A right to lodge a complaint about our service delivery and non-compliance to our
Service and Brand Values and the Service Charter
• A right to privacy and confidentiality of their information
• A right to full access to information regarding his/her personal business as well as
other information, given that such information does not infringe upon the rights of
other clients.
• A right to be aware of their rights to complain and a right to an easy complaints
process.
• A right to be informed of a material charging or pricing error and when and how the
Bank will correct the error.
• A right to clear and easily understandable Terms and Conditions applicable to banking
services and products.
The responsibilities of Bank Windhoek’s clients are:
• To treat the staff members of Bank Windhoek with courtesy and respect.
• To respond to information requested by Bank Windhoek staff members accurately,
thoroughly and in a timely manner.
• To abide by any legal requirements and other obligations that clients must meet
according to laws, rules and regulations of our country.
5

Client Feedback - Complaints Process and Procedure
?
Client
feedback and complaints:
Although Bank Windhoek strives to deliver excellent client service, we realize that there will be times
where disputes or unsatisfactory service delivery will unfortunately occur. At Bank Windhoek we therefore
commit ourselves to dealing with the concerns or complaints of our clients promptly, fairly, completely and
courteously informing them of how we propose to act, how long it should take and what the results are.
Bank Windhoek welcomes feedback from clients, be it complaints or compliments,
and therefore our clients are advised to lodge their complaints as follows:
Client complaints should first be addressed to the relevant branch
or department manager for quick resolution and done preferably
in writing (via hand delivered letter, fax or email) for record
keeping purposes.
Complaints of a general nature, or if the client feels that the
complaint has not been satisfactorily dealt with, within a branch or
department, can be sent to the Executive Officer:
Retail Banking Services, using any one of the following channels:
- Tel: (061) 299 1200 (Customer Contact Centre)
- Email: feedback@bankwindhoek.com.na
- Letters can be sent to P O Box 15, Windhoek, Namibia for the
attention of:
The Executive Officer: Retail Banking Services
In the event that a complaint was not satisfactorily addressed then the
client has the right to complain in writing to the Managing Director.
Clients may lodge a complaint with the Bank of Namibia in accordance
with their Guidelines for Lodging Customer Complaints, should the
client not be satisfied with the handling of his/her complaint.
6

Service Standards & Measurements
Enable our clients to contact us in the
way that they prefer – by telephone,
cellphone, online, in writing (fax, posted
letter, email) or in person;
Since we invite our clients to lodge their
complaints, Bank Windhoek is committed to:
Being available 24 hours a
day, 7 days a week for our
clients to report any problems
or service related queries via our
Customer Contact Centre;
Giving our clients feedback
on their complaint as soon
as possible and to their
satisfaction;
Act in good faith when offering
products to consumers and to
adequately assess affordability of
same;
Promptly, efficiently and
fairly deal with errors
made by the Bank.
Fully inform clients at least on a month’s
notice when we intend to amend or
alter their current service offerings or
products;
Be fair in all our dealings with
our clients and to ensure that all
our contract terms are in plain
and understandable language;
Service
Standards
Service Measurement
Bank Windhoek will measure the levels of service, as well as client satisfaction indexes through one or a combination of
the following methods once annually:
• Focus group interviews
• Formal Services Audits conducted via personal face-to face interviews, electronic questionnaires or telephonic interviews
• Tracking of the amount and nature of feedback/complaints/compliments received from clients
• Special service measurement and monitoring campaigns encouraging clients to evaluate the service levels of
Bank Windhoek via specific mediums such as a sms service rating campaign.
7

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