As the world celebrated International Customer Service Week that started from the 7th to the 11th October, 2019, Access Bank Rwanda went an extra mile in its commitment to customer satisfaction and introduced WhatsApp Banking and Payday Loan, a quick loan solution designed to help workers take care of unplanned financial needs before their next payday.
Payday loan is an unsecured cash advance of a small amount of money and short-term repayment demands. Unlike a car title loan or mortgage, payday loans are not secured by personal property. They grant immediate cash access to borrowers and are repaid back upon the next paycheck. With Access Bank Rwanda Payday loans, customers will not have to worry that they have not yet received their salary to solve their financial problems. It will be easier now to cover essentials such as rent, utilities, food or a medical bill.
During Customer Service Week, Access Bank Rwanda also introduced WhatsApp Banking, a new digital banking strategy by Access Bank Rwanda that aims at transforming this platform from a social media and messaging application to a banking tool that will be used to make on-the-go banking a little simpler. Banking customers want a 24/7 access and options on the web at home, on their phone, at physical branches and more. This is a convenient facility that will allow customers to check their bank balance, request for a mini statement, perform transactions, buy airtime, data bundles and electricity, transfer cash from one account to the other among others all with respect to customers’ privacy and confidentiality of their personal information.
Great service quality is a necessity, as customers have no reservations about switching to other banks when their needs are not met. As explained by John Githii Nganga, Access Bank Rwanda Country Chief Risk Officer, “Banks must go beyond services personalization for existing customers and build high-value financial offers that attract savvy banking customers. Staying aware of what customers want is clearly crucial to acquiring new customers and retaining existing ones. The goal of Access Bank Rwanda is listening and understanding the needs of customers and offering products and services that are tailored to those needs.”
Accessing bank products and services should be a simple and seamless experience. To get close to customers and better solve their banking issues during the Customer Service Week, Access Bank management staff left their offices and worked from the banking halls to get under the surface of what customers need, identify recurring problems and pinpoint any resource constraints. The week-long celebration culminated with recognition for employees and their efforts to deliver good customer service all year long where they cut cake and shared drinks.
