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RAKBANK First Mid East Bank to achieve BSI Accreditation for TICSS Customer Service Global Standard Bank to aim for TICSS "Excellence" Rating
RAKBANK, the national bank of Ras Al-Khaimah, has become the first financial institution in the Arabian Gulf to be awarded accreditation from the British Standards Institute (BSI) for achieving The International Customer Service Standard (TICSS) certification - the first global standard for customer service excellence.The certification follows an extensive seven months' review of RAKBANK's customer services across all 22 of its branches Emirates-wide by the independent customer service group Ethos Consultancy. In the assessment by BSI, RAKBANK achieved 'Benchmark' rating with an overall score of between 75-90% in 55 criteria in the five policy, people, processes, products and premises categories.
"This is a resounding endorsement of the bank's unswerving commitment to customer service across all of its operating segments," said Graham Honeybill, Chief Executive Officer, RAKBANK.
"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."
Honeybill received the award from Theuns Kotze, Managing Director BSI Management Systems for the MENA region and Philip Forrest, Co-Founder of The International Customer Service Institute (TICSI), which manages the independent TICSS standard, recognised as the cornerstone global accreditation for customer service.
Forrest, the international customer service guru, architect of the 5P's Service Quality model for driving customer satisfaction and author of the best-selling 'Sold on Service' book, hailed RAKBANK as a role model for the financial service sector throughout the Middle East.
"RAKBANK's assessment stacks up against the best in the business and tangibly demonstrates its delivery of customer service to global standards. With its solid commitment to delivering at the sharp end of the business, I feel confident it will achieve its 2008 aim of achieving TICSS Excellence which demands a score of 90% and above across all criteria," he said.
Notes and media contacts:
About RAKBANK:
RAKBANK is the National Bank of Ras Al-Khaimah. It was founded in the emirate of Ras Al-Khaimah on June 15th 1976. Over the ensuring years, the bank has grown and flourished and now has a significant retail banking business throughout the UAE. The Bank continues to expand the base of its groundbreaking products and services through a young team of business innovators setting new standards in the banking industry within the region.
About The International Customer Service Institute:
The International Customer Service Institute (TICSI) is an international membership organisation enabling the recognition and sharing of global best practice in customer service. TICSI is the custodian of The International Customer Service Standard, the first global standard for customer service excellence.
TICSI's aims revolve around promoting customer service as a lifestyle with underlying principles of ensuring individuals are satisfied, their expectations are met and their needs and wants are understood.
For further details, please contact:
Dr. Janine Tan
The International Customer Service Institute
04 331 5288
www.ticsi.org
