Lagos: The Managing Director and Chief Executive Officer of Unity Bank Plc, Mr. Ebenezer Kolawole, emphasized that a service culture built on responsiveness and innovation remains a critical factor in achieving impactful customer service. Kolawole made these remarks during the launch of the 2025 Customer Service Week at the bank’s head office in Lagos.
According to News Agency of Nigeria, Kolawole highlighted that the bank has been consistently investing in technology, systems, and people to enhance customer experience and redefine its service delivery process in response to evolving customer expectations. He stated that the sophistication of customers has prompted the bank to focus more on customer experience innovation.
Kolawole lauded the bank’s frontline staff for their dedication and resilience. He affirmed the institution’s commitment to delivering exceptional customer service, stating that the theme for this year’s celebration, ‘Mission: Possible’, reflects the bank’s belief in meeting every customer need through innovation and teamwork. The customer service teams are recognized for their passion, professionalism, and resilience in fulfilling the bank’s mission of providing exceptional service.
Furthermore, Kolawole reiterated the bank’s mission to make banking simple, accessible, and rewarding for every customer. He emphasized that ‘Mission Possible’ captures the spirit with which Unity Bank approaches challenges and opportunities to serve, whether through digital platforms, branch interactions, or customer support channels.
Additionally, the bank’s Chief Customer Service Officer, Elfrida Igebu, underscored the importance of recognizing and celebrating staff members who consistently exceed expectations in serving customers. She noted that this year’s theme serves as a reminder that challenges are surmountable with the right attitude, teamwork, and a customer-first mindset.
Throughout the Customer Service Week 2025, Unity Bank organized various activities across its branches and offices nationwide. These activities included customer appreciation engagements, staff recognition awards, festive decorations, flamboyant service and cultural costumes, and digital media activations.