To celebrate customer service week, BPR took a series of initiatives in its branches to thank its customers for being loyal to them.
The bank’s Country Head of Corporate and Investment Banking, Eric Rutabana, said all staff including senior management were actively involved in reaching out to clients, serving and interacting with them, and showing their appreciation with small gifts. Rutabana said the bank makes sure to offer modern banking services for its customers’ convenience – such as ATMs, online and internet banking services and the 24-hour call center.
The annual Customer Service Week seeks to celebrate all key players in the customer experience: front-line service representatives, sales professionals, marketers, customers, support staff and top management. This year’s theme was “Building trust” which is key to building strong, sustainable productive relationships with clients.
“Ideally, here at BPR we are prepared to make merry with customers during the week which will be one of celebrations and recognition,” Rutabana observed. “But it should also be a week where we go the extra mile to listen to our customers to build trust and have direct and measurable results of our employees’ efforts in offering quality customer service.”
Earlier this year, BPR was recognized as the best bank in Rwanda at the annual Banker Africa 2017 awards for the East African region, held in Nairobi, Kenya. “We want to maintain this standard as the number one customer service bank in Rwanda. The customer service week is an opportunity for us to review how we can keep measuring up to and even surpass our clients’ expectations,” Rutabana noted.
At the end of the week, some of BPR’s employees who had excelled in providing the best customer service were rewarded to boost their professional commitment and encourage them to continue offering quality service.
Read this article and more in issue n° 79 of Hope Magazine.