FirstBank Ghana has reaffirmed its commitment to delivering exceptional customer experiences and building stronger relationships with its customers at a Customer Forum held as part of activities marking the 2026 Customer Service Week.
The forum, held at the African Regent Hotel in Accra under the theme "The Extra Mile," brought together customers, management and staff to engage in conversations on customer experiences, expectations and opportunities. The bank said the event afforded it an opportunity to gain firsthand insights into the evolving needs of customers.
Speaking at the event, the Managing Director and Chief Executive Officer of FirstBank Ghana, Mr Osahon Ogieva, said customers' voices must continue to inform how the bank serves, improves and makes decisions.
"Your voice should not end with today's conversation. It must continue to inform how we serve, how we improve and how we make decisions that affect your experience with FirstBank. Your voice, experience and relationship matter, which is why we say You First," he said.
He noted that banking is fundamentally built on trust and that the bank recognises the responsibility that comes with managing customers' money, supporting their businesses and helping them achieve their financial goals.
According to him, changing customer expectations require financial institutions to continually improve the convenience, responsiveness, security and relevance of their services.
Mr Ogieva explained that the bank's commitment to service excellence is anchored on its "You First" philosophy, which places customers at the centre of product design, service delivery and decision-making.
Reflecting on this year's Customer Service Week theme, he said going the extra mile could be demonstrated through seemingly simple but important actions, including listening more carefully to customers, taking ownership of concerns, following up on issues and continuously finding better ways to serve.
He further emphasised that delivering excellent customer service is not solely the responsibility of frontline or customer service teams but a shared responsibility across the entire organisation.
Appreciation to customers
The Executive Director and Chief Financial Officer of FirstBank Ghana, Mrs Titilayo Balogun, expressed appreciation to customers for making time to participate in the engagement and for openly sharing their experiences with the bank.
She assured customers that the concerns and grievances expressed at the forum would receive the necessary attention and responses. She reiterated the importance of continuous engagement in strengthening trust and building mutually beneficial relationships between the bank and its customers.
Management of the bank acknowledged that while not every issue could necessarily be resolved immediately, it remained committed to listening, learning and taking appropriate action on customer feedback.
FirstBank Ghana said it would continue investing in its people, processes and technology to make customer interactions simpler, faster, more convenient and responsive across its various service touchpoints.