Page 5 - INSIDE ACCESS FEBRUARY 2021

LIVING THE BRAND
Brand Building
aInd Social Media
n the world today, social • What will be the impact of this media is one of the most behaviour if someone records cost effective and popular me and posts it on social
ways ways to build a brand. It is also one of the fastest ways of causing reputational damage. With more than half the world’s population now on social media, it is a very powerful tool. It’s audience is vast and it rightly or wrongly shapes public perception. As part of managing brand perception, it is important to be mindful that your present clients, prospective customers and the Bank’s competition, are everyday observers on social media.
You have had a rough day, you are tired and cranky, you have been responding to customer complaints all day and you feel like you will scream if you have to answer one more call. All those feelings are valid because we are humans, however, before you make that poor service decision, before you take out your anger on an unsuspecting customer, ask yourself the following questions:
• How will I feel if a service provider does this to me?
• What if the customer is angry and frustrated too?
• Will this customer leave this interaction feeling happy and satisfied?
media?
The answers to these questions should guide your actions and interactions with customers. The aim is for you to be the best representation of professionalism at all times because someone somewhere might be watching. As an Access warrior dedicated to delivering superior service to customers, your commitment to treating customers right and providing excellent service will become a way of life.
I will also like to emphasize that as an employee, when you have complaints or you require clarifications or you are not satisfiedwith something happening in the Bank, please engage your supervisor or escalate the matter until it reaches the right office. You can also always refer our queries to your HR business partner or internalcommunications@access bankplc.com, and they will assist to find a resolution as best as they can. Seeking redress on social media does not solve the problem. it does not help the brand, neither does it reflect well on you as a professional.
Lets protect the brand together!
Contributed by Oluwaseyi Adekanye
PAGE 5INSIDE ACCESS | FEBRUARY 2021 2ND EDITION