RAKBank rewarded for customer service

RAKBank has become the first bank in the Gulf to be accredited by the British Standards Institute (BSI) for excellence in customer service, it was announced on Monday.

The bank has been awarded certification in The International Customer Service Standard (TICSS), the first global standard for customer service quality.

In the assessment by BSI, RAKBank achieved ‘benchmark' rating with an overall score of between 75% and 90% across 55 criteria, covering policy, people, processes, products and premises. This follows an extensive review of its 22 UAE branches by Ethos Consultancy, an independent customer services specialist.

Graham Honeybill, CEO of RAKBank, said: "This is a resounding endorsement of the bank's unswerving commitment to customer service across all of its operating segments.

"Having led the way in achieving this exceptional regional ‘first', the bank now intends, this year, to aim for the TICSS ‘Excellence' qualification - which is the global pinnacle of customer service recognition."

Presenting the award, Philip Forrest, co-founder of The International Customer Service Institute (TICSI), which manages the independent TICSS standard, said he felt confident RAKBank would achieve the next certification this year, which requires scores of 90% or higher across all criteria.

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