Dear Editor,

In an environment in which the observable status quo for many businesses entails poor customer service and scant regard for the customers as the primary reason for operating, I want to laud the National Commercial Bank (NCB) for taking the high road and demonstrating to customers its value for their business.

By now we would have all been aware of the challenges NCB reported concerning its scheduled system upgrade/update around the end of May. Many businesses, civil servants, entrepreneurs and other civilians were reportedly inhibited in one way or another; myself included.

What I appreciated about the entire ordeal was the meticulousness, professionalism and transparency with which the financial institution handled the seemingly unforeseen circumstances. I was aware of what was happening at each stage from the initial stages of the glitches to the very end.

I can only imagine the excruciating sorrow the management would have experienced as a result of not being able to offer the usual comfort and reliability at a very precarious time (month end) when most people access banking facilities (online and in person) to execute their various transactions and to pay those bills. However, it was the management’s handling of the situation that led me to the opinion that, indeed, customer service and customer satisfaction is at the heart of the NCB management team.

The letter from president and group CEO was the game-changer for me. Oftentimes in circumstances like these it is the norm for businesses to exculpate themselves and to lay blame squarely at the feet of others while trying to pretend they value the customers. NCB did not do that.

The consequent measures put in place to retain customers’ trust and business were also among the takeaways from this ordeal – extending opening hours and repaying late charges where legitimate claims were made.

In my opinion, from all the occurrences and communiqués, NCB has triumphed in the adversity to prove itself befitting of the support and commitment from the Jamaican people. Its management must be lauded for their courageous stance in such troubled times.

While I do hope it will not happen again, I laud NCB for demonstrating what valuing customers mean and what customer service ought to look like.

Richard R Palmer

palmerrichard350@gmail.com