DFCC Bank Marks Customer Service Week by Celebrating Service and Customer-Centricity

International Customer Service Week was celebrated this year from the 3rd to the 7th of October 2022, DFCC Bank unveiled a network-wide series of initiatives to mark the occasion and celebrate service and customer-centricity, which is one of the Bank’s core values. The week culminated with the DFCC Bank Customer Service Forum on the 7th of October 2022. DFCC Bank used Customer Service Week 2022 as an opportunity to further inculcate the ideas and principles of customer-centricity through various activities targeting internal and external customers. The Bank also used this opportunity to celebrate its star performers and contributors to customer service and delivering exceptional customer experiences.

The DFCC Bank Customer Service Forum was the highlight of the various events and initiatives conducted by the Bank during the week. The event was held from 3.00 pm onwards at the DFCC Bank Head Office Auditorium. The Forum featured leading industry experts who were invited to share their experiences with employees and other stakeholders. The panel of Guest Speakers at the Forum was comprised of notable individuals, including Sandra De Zoysa, Group Chief Customer Service Officer at Dialog Axiata PLC, Devika Ellepola, Head of Passenger Sales in Sri Lanka at Emirates Airline, Isuru Gunesekara, EVP, Chief People Officer, Head of Sustainability, Enterprise Risk Management and Group Initiatives at John Keells Holdings, and Aasiri Iddamalgoda, Senior Vice President Retail Banking and SME at DFCC Bank.

Discussing topics relevant to customer service and customer experience, the Guest Speakers were able to share valuable insights and knowledge with those who participated in the Forum. The audience and participants of the DFCC Bank Customer Service Forum also extended beyond those physically present as the event was live streamed via DFCC Bank’s Facebook Page to benefit customers and all other stakeholders.

Commenting on the Bank’s initiatives for Customer Service Week and emphasizing the need for and value of customer-centricity, Thimal Perera, CEO at DFCC Bank said, “In a tightly regulated space such as banking, where any other competitor can offer similar products and services, customer service and customer-centricity are key elements in how we differentiate ourselves and present our proposition. We know and understand that our customers are drawn to that particular ‘DFCC flavour’ of customer service and experience we provide, and thus it is up to us to ensure that we always bring our A-game. In this endeavour, we have many outstanding performers whom we are celebrating this week, together with our amazing customers, as we celebrate not just service but also our core value of customer-centricity.”

DFCC Bank believes that the best way to deliver exceptional customer service is to adopt a customer-first approach to designing its products and services, which is what the Bank always strives for. This ethos has resulted in DFCC Bank building strong relationships with a rapidly growing customer base while the Bank remains committed to providing innovative and responsible financial solutions to help its customers succeed.

1st Image –?Standing Left to right- Sandra De Zoysa, Group Chief Customer Service Officer at Dialog Axiata PLC, Isuru Gunesekara, EVP, Chief People Officer, Head of Sustainability, Enterprise Risk Management and Group Initiatives at John Keells Holdings, Thimal Perera- CEO DFCC Bank, Aasiri Iddamalgoda, Senior Vice President Retail Banking and SMEs at DFCC Bank and Devika Ellepola, Head of Passenger Sales in Sri Lanka at Emirates Airline.

2nd Image –?Sitting left to right- Sandra De Zoysa, Group Chief Customer Service Officer at Dialog Axiata PLC, Isuru Gunesekara, EVP, Chief People Officer, Head of Sustainability, Enterprise Risk Management and Group Initiatives at John Keells Holdings, Trishma Pinto- Moderator of the Forum, Aasiri Iddamalgoda, Senior Vice President Retail Banking and SMEs at DFCC Bank and Devika Ellepola, Head of Passenger Sales in Sri Lanka at Emirates Airline.

About DFCC Bank

DFCC Bank is a full-service Commercial Bank with a legacy of 66 years that offers a range of commercial and development banking services. The Bank’s Sustainability Strategy 2020–2030 envisions it becoming one of the leading banks that will contribute toward greater resilience, including the creation of Resilient Businesses that contribute to sustainable economic growth by extending support to Green Financing and, Sustainable and Social Entrepreneurs. The Bank has won awards for being the ‘Most Trusted Retail Banking Brand’ and the ‘Best Customer Service Banking Brand’ in Sri Lanka, 2021 from the prestigious Global Brands Magazine, UK, and was awarded ‘Market leader in Cash Management 2021’ by Euromoney. DFCC Bank was ranked amongst Business Today’s Top 40 Corporates in Sri Lanka. DFCC Bank is rated [SL] A+ by ICRA Lanka Limited and A+ (lka) by Fitch Ratings Lanka Limited as a licensed specialized bank supervised by the Central Bank of Sri Lanka.