VOLUME 1 NO. 1 | MAIDEN EDITION

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Head Office Building Renovation Commences

Welcome

CUSTOMERS’ DIGEST

Dolapo Ogundimu, Managing Director

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Dear Customer,

Welcome to the maiden issue of our Customer Digest.

The launch of this newsletter marks an exciting milestone in the history of Access Bank as it coincides with our 5th anniversary. Since 2009, we have been privileged to provide you with innovative and timely products and services, and we sincerely appreciate your patronage.

Each day, we celebrate customers because you are at the heart of our business. That is why we have placed innovation and superior

customer experience at the core of our new 5-year strategy.

Our commitment is clear; to strengthen the existing bonds we have with you and help you achieve your financial aspirations.

We believe that our Customer Digest, which will be published bi-monthly, will facilitate this objective while keeping you abreast with exciting developments in and around our Bank.

It is our hope that you will enjoy this issue.

Thank you.

“We are convinced of their technical ability to execute this project in line with global best practice. The materials used in the re-construction will be environmentally friendly and will guarantee the safety and comfort of all users”, he added.

The Head Office renovation project which is still ongoing is expected to be completed within the 1st Quarter of 2015.

The exercise will transform the Head Office block to meet global standards; enhance the ambiance, look and feel of the work environment to make it more user friendly and finally reinforce Access Bank’s commitment to operate here in Ghana for the foreseeable future.

On Thursday June 26, the Head Office building located opposite the Accra Sports Stadium was officially handed over to Micheletti & Co Ltd, to pave way for renovation works and a major face-lift.

The handing over was done by the Lead Consultant appointed by Access Bank for the project, Nel Arc, during a short ceremony with some Management members.

Explaining the choice of contractors for the project, Mr. Nelson - MD of Nel Arc, noted that Micheletti is one of Ghana’s leading Civil Engineers and Building Construction Companies operating for over 50 years.

Accesslink Gold

Product Focus

Accesslink Gold card, an industry first local card that allows you to withdraw cash from any GH-link enabled ATM across the country.

FEATURES• It is Chip and PIN enabled • It is a local card

BENEFITSTo make the card usage an enjoyable experience for you, Access Bank has added unique benefits including exclusive discounts at partner organizations including:

• Labadi Beach Hotel: 20% discount - Food and Beverage

• African Regent Hotel: 10% discount - Accommodation, Food and Beverage, Gym and Pool membership

• Niobe Spa & Salon: 20% discount for all services

• Wapic Insurance: 10% discount on insurance products

• The Royal Senchi Hotel: 20% discount – Accommodation

For more information, please contact our 24/7 Contact Centre TOLL FREE: 4400

Mr. Nelson hands over new drawing to Mr. Jimmy Castagna. Looking on is Patience Yevudza, Head GRM and Matilda Asante -Asiedu,Head-Corporate Communication, 3D image of Head Office building.

You can now bank round the clock including weekends and holidays via:

• Voice Calls• Emails• Website• Social Media• Live Online Chat

TOLL FREE: 4400 (MTN & Airtel)

Email:contactcentregh@ghana.accessbankplc.com

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Customer Speak

Technology and Innovation

A Cross Section of Small and Meduim Scale Enterprise Owners

I am really happy with the services provided by Access Bank. I know that Access Bank provides good services because I have accounts with different banks and I can definitely say that Access Bank provides me the best service.

Thank you.

Richard Appiah @ East Cantonment Branch.

Upcoming Events• Launch of new Access Brand

• Customer Satisfaction Survey

• Grand Draw of Big Deal Promotion

Caring for your Teeth

Keeping Healthy

Taking care of your general health as well as your mouth is the key to making the most of your smile.

Brushing your teeth twice a day (last thing at night before you go to bed and on one other occasion) with fluoride toothpaste and having regular check-ups with a dentist can help keep your teeth healthy. Diet, smoking and drinking alcohol also have an effect on dental health.

A healthy diet is good for your teethWhat you eat and drink can cause tooth decay, so a healthy diet is important for your teeth. Only eat small amounts of food and drinks high in fat and/or sugar.

Reduce sugar to prevent tooth decayLimiting the amount of sugar you eat and drink is important to prevent tooth decay.

Stick to one glass of fruit juice a daySugars occur natually in foods such as fruit and milk, but we don't need to cut down on these types of sugars. However, when fruit is juiced or blended, as in smoothies, the sugars are released from the structure of the fruit. Once released, these sugars can damage teeth, especially if you drink fruit juice frequently.

How smoking damages teethSmoking can stain your teeth yellow, cause bad breath and increases your risk of gum disease, breathing problems, lung cancer and mouth cancer.

Alcohol and oral healthAlcohol misuse has been linked to an increased risk of developing mouth cancer. According to Cancer Research UK, 75-80% of mouth cancer patients say they frequently drink alcohol.

Eat right for a whiter smileSome substances, foods and drinks can stain your teeth. Wine, cigarette smoke, tea and coffee are all teeth-staining culprits. Keep them to a minimum to stop your teeth becoming stained.

Speak to Us Anytime, Anywhere, Anyhow!– 24/7 Contact Centre is launched

As part of strategies to enhance customer experience and service delivery, Access Bank Ghana formally launched its world-class and multi-channel contact centre in July to provide all round support for customers and other stakeholders.

The contact centre, which provides a fully interactive platform, has been designed to address customer enquiries and requests through Voice calls, Emails, live Chats and social media. The centre will operate 24/7 including weekends and holidays, and will be accessible to customers of the Bank world-wide. Speaking at a brief launch ceremony in Accra, the Managing Director, Mr. Dolapo Ogundimu stated: “We recognize that we must continue to exceed the expectations of our customers and ensure that they are able to reach us anytime of the day. Customer experience is crucial to the growth and sustenance of any institution that believes in sustainability”.

The Access Bank Contact Centre will provide services covering information on accounts, transactions, products and other services of the bank as well as offering support for online services such as ATMs, Cards and internet banking on a 24/7 basis.

Access Bank Empowers Entrepreneurs with ‘Power Breakfast’ Series.

Access Bank Ghana has launched a series of capacity development initiatives for small and medium scale enterprises (SMEs) across the country. The initiative, known as the “Power Breakfast” series, seeks to enhance SME operational efficiency and empower them with skills to improve the management of their

businesses. It is an initiative of the newly created Business Banking division of the Bank.Speaking during the launch ceremony at the Fiesta Royale hotel in Accra, the Group Head of Business Banking, Mr. Fosuhene Acheampong told the over 100 business owners present, that Access Bank had created a Business Banking division exclusively for SMEs. He explained the division will provide ‘innovative banking products such as the M-power Biz Account, Payroll Management, Working Capital Finance and electronic channels including Point of Sale devices to grow their businesses.

On his part, the MD of Access Bank Ghana; Mr. Dolapo Ogundimu noted the Bank aims to ‘deliver economically viable and socially relevant products and services for the advancement of the communities and economies we serve’. He said Access Bank will continue to look for cost-effective ways of helping SMEs to succeed.

Currently, the Business Banking team is deploying hundreds of Point of Sale devices to customers across the nation.

Corporate Events

from Left: Dolapo Ogundimu, Managing Director of Access Bank Ghana; Angela Chinyere Okugo, Group Head, Central Processing Centre and Edward Nelson-Addy, Head, Contact Center at the launch of the Contact Centre.

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Employees contribute their quota through EVP

Surprise, Excitement, and Funfair – herald announcement of the 'Big Deal Promo'

Investing in sustainable social projects that impact on the well being of the communities within which the bank operates is fundamental to Access Bank’s business. Through Access Bank’s Employee Volunteering Programme (EVP), employees are able to contribute their quota to support meaningful projects for community development.

Members of Access Bank’s Kumasi Cluster of the Employee Volunteering Programme (EVP) joined the Kumasi Metropolitan Authority (KMA) as part of their contribution towards greening the metropolis. Clad in their corporate blue T-shirts, the Access Bank volunteers planted trees along major streets of Kumasi.

Cluster Head, for the Northern Sector Robertson Afful led the Access Bank team, which received moral support from the Kumasi Mayor, Regional Minister and other stakeholders.

The project is aimed at restoring Kumasi to its original name ‘Garden City’ and to promote environmentally friendly practices in the country. In a joint exercise, 250 seedlings were planted across the stretch of Anloga Junction-Asokwa Highway. To sustain this exercise, branded cages were procured and mounted around the seedlings.

Roberson Afful, Cluster Head for the Northern Sector commented that “Initiatives like this are in the right direction to mitigating the effect of harsh weather conditions”.

He further reiterated that, “the continuous depletion of our forest cover is a deep source of worry for the country and Access Bank is contributing its quota to the global effort.”

The volunteering staffs of Access Bank were commended by the Regional Minister Mr. Samuel Sarpong for their patriotic act, he also encouraged other organizations and stakeholders to join the campaign to restore Kumasi to its former glory.

Randomly selected and lucky customers of Access Bank across the country were the toast of the “Big Deal Promo” as they received surprise electrical home appliances to kick start the promo before it was announced to the public.

Lydia Tsevie, a customer with the Osu Oxford branch, who walked away with a brand new flat screen TV was overwhelmed and commented: “I did not imagine today that I would be the proud owner of a brand new flat screen TV. My room will be completely transformed with this TV. Now I can watch my favorite TV programme from the comfort of my bed. Thank you Access Bank. This was totally unexpected!”

The “Big Deal Promo”, aims to encourage customers and the general to sign up to a range of flexible savings and current account options at the Bank to secure their financial future. Existing customers are also expected to improve their financial well being by increasing their savings deposits.

“As a Bank, we understand the difficult times we live in, so we are helping both families and small business owners to secure their future through flexible savings and current account products that promote wealth creation. We are also offering lasting rewards to improve their living conditions and give them the little comforts of life” said Dolapo Ogundimu, Managing Director during the press launch at the Holday Inn hotel on August 14.

Spanning a period of three months, the Big Deal campaign brings the importance of saving to the fore, while giving consumers the chance to win amazing prizes; the grand prize being a luxury and complete home furnishing in addition to household appliances such as flat screen televisions, washing machines, air-conditions, refrigerators, microwave ovens, food processors among others.

Existing and new customers are required to deposit GHS200 into their account and grow their balances over the three-month period to join the expected 200 customers who will be rewarded with exciting prices.

Access Bank Conducts Nationwide Grooming Session for Employees

Management Team Members and Dzigbodi Dosoo, CEO of Allure Africa

Lydia Tsevie, a lucky customer who won the brand new flat screen TV

Staff of Access Bank ready to plant their seedlings

In February this year, Access Bank’s Customer Experience Unit kick-started a nationwide series of Grooming and Personal Branding workshops for staff. The initiative was inspired by the bank’s commitment towards empowering employees and instilling in them the key corporate values of Professionalism and Excellence.

The maiden edition of the workshop took place at the Airport branch from February 19 to 21, 2014. This workshop brought together Unit Heads and Deputies of Access Bank branches within the Accra and Tema Metropolitan areas. Mrs. Kay Bentsi-Enchil of Q’ticles Beauty Consult facilitated the workshop spanning topics such as: Corporate Grooming, Personal Hygiene Practice, Business Etiquette, How to develop and convey poise and confidence through dress code, and Personal Branding.

Subsequently, a series of follow-up Grooming Workshops were held in all of Access bank’s 10 outstation branches: Kumasi and Techiman (Kumasi Session), Takoradi, Tarkwa and Enchi (Western Session) and Tamale (Northern Session) from July 12 to 15, 2014

To crown it all, the last Grooming session was conducted by world renowned Image Enhance-ment Specialist and CEO of Allure Africa, Dzigbodi Dosoo. The session covered topics such as: Achieving your executive presence, Corporate Etiquette, Executive Dining, Business Networking and International Protocol among others.

Corporate Social Responsibility

CUSTOMERS’ DIGEST is a Bimonthly Publication of ACCESS BANK (GHANA) LIMITED - Starlets’ 91 Road, Opposite Accra Sports Stadium, Osu.Telephone: TOLL FREE 4400 +233 (0) 302 661630/ +233 (0) 302 742699. Website: www.accessbankplc.com/gh; E-mail: info@ghana.accessbankplc.com

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"Customers don't expect you to be perfect. They expect you to fix things when they go wrong. Donald Porter, British Airways

A Cross section of entrepreneurs at the Access’ Power Breakfast Series

Dolapo Ogundimu, MD of Access Bank giving a speech at the launch of ‘Big Deal Promo’

Dolapo Ogundimu, MD, Kameel Kajogbade Adebayo, ED, Operations & Information Technology and staff of Access Bank jointly cutting a caketo mark Customer Service Week

From Left: Dolapo Ogundimu, MD of Access Bank engaging with Mr Ibrahim Murtala Mohammed (Deputy Minister for Trade and Industry) and Hans Docter (Netherlands Ambassador to Ghana) during the “Flower and Garden Fair”

A section of Women entrepreneurs and Consumers at the Women Banking event

One Minute TipJoke of the Month

Events-in-pix

Digest Extra

Executive Director of Access Bank serving customers

The new employee stood before the paper shredder looking confused. “Need some help?” a secretary asked. “Yes,” he replied. “How does this thing work?” “Simple,” she said, taking the fat report from his hand and feeding it into the shredder. “Thanks,” says the new employee, “but where do the copies come out?”

Dolapo Ogundimu, MD of Access Bank, Edith Dankwa, B&ft, Honorable Haruna Idrisu, Minister of Trade and Industry at the Ghana Economic Forum

Customer Experience Management (CEM) Corner – Access Bank’s quest to deliver the Ultimate Customer Experience in Banking

In line with realizing our vision to become “Ghana’s Most Respected Bank”, Access Bank Ghana has embedded the concept of Customer Experience (CX) in its new five-year strategy. The paradigm shift from ‘Customer Service’ to ‘Customer Experience’ is driven by the desire to create an “enjoyable” experience at all our service points beyond the routine of meeting our customers’ expectations.

The Customer Experience Management unit is mandated to drive this enjoyable experience by engaging customers in meaningful ways that will differentiate the Banks banking services from the market.

The unit embarks on activities and prorgammes throughout the year to improve service quality delivery and solicit timely feedback for business improvement and quality assurance. Some the activities undertaken include:

• Customer Satisfaction surveys

• Guest Tellering

• Customer newsletters

• Customer Experience Process Review

• Customer Service Week celebrations.

“We have a daily commitment of giving value to our customers and we are committed to responding to their needs with sensitivity and dynamism” – Hetty Mercer, Head CEM