By Daniel Stanton
Bank becomes first in Gulf to be accredited by BSI for service excellence.
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.
i disagree with whoever comeup with this study. This bank does not even have an online banking!!! this is year 2008!! and they got customer service award...funny!!!
Actually they do deserve the award. I've been a customer with them for a few years, and they're a lot more pro-active and helpful than other banks I've used. They always seem to be on top of things and - more importantly to me at least - very transparent.