What does it mean to go the extra mile for a customer? It could be staying on a call a little longer to make sure an issue is fully resolved. It could be noticing that a customer is confused and explaining something in simpler terms. It could be making banking easier by giving customers more ways to get things done without having to visit a branch.
Sometimes, the extra mile is not a mile at all. It is the extra step.
For Customer Service Week 2026, the global theme is The Extra Mile, a reminder that great service goes beyond simply meeting expectations.
At UBA, that idea is reflected in the many ways we continue to make banking simpler, more accessible and more responsive to the everyday needs of our customers.
It starts with listening
Every customer interaction tells a story. Someone checking an account balance may simply want peace of mind. Someone reporting a failed transaction may be worried about money that needs to reach its destination. Someone asking about a loan may be trying to pay school fees, expand a business or handle an unexpected expense.
The request may look straightforward. The reason behind it may be anything but. Going the extra mile begins with understanding that difference.
It means listening beyond the question, taking ownership of the issue, and seeking a solution that makes the customer’s next step easier.
Sometimes, the extra mile is making the journey shorter
Nobody wakes up excited about spending unnecessary hours solving a banking problem. That is why convenience matters.
UBA’s digital banking channels give customers different ways to carry out everyday banking without always having to visit a branch. With Leo, UBA’s virtual banking assistant, customers can send money, buy airtime and data, pay bills, check balances, access statements, open accounts and access other banking services. Leo also allows customers to log and track complaints.
The extra mile, in this case, can look surprisingly simple: giving customers back their time.
And sometimes, it means being there when things don’t go according to plan
The true test of customer service is rarely when everything works perfectly. It is when a transaction fails. When a card needs to be blocked. When a customer has a question that cannot be answered with a one-line response. When something goes wrong and the customer simply wants someone to take responsibility for helping them find a way forward.
Our Customer Fulfilment Centre provides customers with 24/7 access to customer experience experts through telephone and email.
The extra mile is everyone’s responsibility
Customer service may have a department, but it does not belong to one department. A customer may interact with a relationship officer, contact centre agent, branch staff, digital platform or back-office team. From the customer’s perspective, however, these are not separate departments. They are all part of one experience.
That means every interaction is an opportunity to make banking feel easier. A clear explanation. A timely response. A problem followed through to resolution. A digital experience that removes unnecessary steps. A colleague who takes ownership instead of passing the customer from one desk to another.
These moments may seem small individually. Together, they shape how customers experience a brand.
Beyond the extra mile
Going the extra mile should not mean doing something extraordinary once in a while. The real goal is to make exceptional service part of the ordinary.
It is about asking: What would make this easier for the customer? What can we do before they have to ask? How can we turn a frustrating moment into a reassuring one? These questions can change the way organisations think about service.
At UBA, our Customer First (C1st) philosophy continues to drive how we innovate, improve our processes and create solutions around the people we serve.
Here’s to everyone going the extra mile, one customer, one conversation and one thoughtful action at a time.
Happy Customer Service Week from UBA.
Read also: The Everyday Heroes of Customer Service
