By Alvin Lansana Kargbo
The National Social Security and Insurance Trust (NASSIT) launched its Customer Service Week at the West Region Office, Old Parcel Post Building in Freetown on Monday, October 14, 2024. The week-long celebration, which runs until October 18, 2024, carries the theme: “Above and Beyond.”
In his keynote address, Mohamed Fuad Daboh, Director General of NASSIT, emphasized the importance of maintaining open dialogue with the people they serve. Reflecting on a Thanksgiving ceremony held two years ago, he recalled the theme: “The Best is Yet to Come,” which served as a guiding vision for the organization. Now, he noted, the current theme: “Above and Beyond” challenges the NASSIT team to exceed expectations in their service delivery, aiming to meet and surpass customer needs.
Mohamed Fuad Daboh highlighted the critical role of customer service, acknowledging that while staff members might believe they are doing their best, customers may still expect more. The Director General stressed that effective communication is not only about delivering a message but ensuring it is well-received by the customer. The ultimate goal, he stated, is to guarantee that customers leave satisfied, with their concerns addressed, showcasing the essence of quality service in the industry.
He expressed gratitude for the positive feedback and testimonies received from customers and stakeholders, affirming the organization’s positive impact on their lives. Mohamed Fuad Daboh acknowledged the contributions of colleagues and retirees, emphasizing their collective effort in building NASSIT’s reputation. He lauded the dedication of the team in fulfilling their mission and serving the public with care and commitment.
The Director General concluded by thanking everyone who participated in the event, acknowledging their role in making the occasion a success. He expressed pride in the organization’s achievements and reaffirmed NASSIT’s commitment to its mission. With a sense of purpose, he formally opened the celebration, encouraging everyone to strive for excellence in customer service.
Retired Captain Matulay Bangura, representing the pensioners, in her remarks, highlighted the challenges pensioners faced when pensions were managed by the Accountant General’s office. She recalled how payments were categorized, often leading to long wait times for pensioners without a guarantee of service. However, she noted that the introduction of NASSIT has brought significant improvements, streamlining the process by eliminating categories and ensuring timely payments upon verification of a pensioner’s details.
She praised the efficiency of NASSIT, noting that registered pensioners now receive alerts between the 23rd and 27th of each month, once their social security numbers and bank details are verified. Retired Captain Matulay Bangura, shared a personal experience from her retirement in 2017, expressing appreciation for the professionalism and support she received, particularly from a female NASSIT staff member.
In her concluding remarks, she expressed gratitude for the establishment of the NASSIT scheme, recognizing the late President Ahmed Tejan Kabba as a pioneer of this beneficial system.
Vera Nnanah Orji, Head of Customer Service at Sierra Leone Commercial Bank (SLCB), also contributed to the event. She congratulated the participants and thanked them for their continued business with NASSIT. She highlighted that customer service is the lifeblood of any institution, emphasizing that without customers, there would be no organization or jobs.
Vera Nnanah Orji stressed the importance of both internal and external customers, explaining that internal customers include staff members, while external customers consist of those interacting with the business, such as pensioners and other clients. Orji shared a personal story about a positive customer service experience, illustrating how efficient service can leave a lasting impression.
She also emphasized the need for proactive support through various communication channels, noting that excellent internal relationships among staff translate into better service for external customers. Vera Nnanah Orji pointed out that well-served customers are more likely to remain loyal and refer new business, strengthening the organization’s brand.
The Head of Customer Service at Sierra Leone Commercial Bank (SLCB) encouraged all staff, beyond those directly involved in customer service, to take an active role in serving customers. She underscored the importance of commitment and initiative, advising staff to learn from other organizations and apply those lessons to their own work.
As the event concludes, a Certificate of Appreciation was given to three staffs for their hard work and commitment in making sure NASSIT move to a higher height.
The launch of Customer Service Week highlighted NASSIT’s dedication to improving service quality and reaffirmed its commitment to going “Above and Beyond” for those it serves.
