Understanding client needs and responding to feedback regularly are crucial for any business and lay a strong foundation for its growth, Yvonne Manzi Makolo, the MTN Rwanda chief marketing officer, has said. 

Speaking at the launch of the annual Customer Appreciation Week at MTN Service Centre in Nyamirambo on Monday, Makolo said providing better customer service plays a big role in a firm’s competitiveness. 

"Providing excellent customer service is essential in all that we do,” she said. 

She noted that the annual event is devoted to appreciating and recognising MTN customers for their loyalty. 

She said customers and other Rwandans will participate in demonstrations, speak directly to MTN management at the service centres and benefit from special offers during the week. 

"As a business, it is important for us to understand what customers value, and their needs and tastes. That’s why MTN management will join service centre staff during the week to serve, interact, and listen to clients with the main objective of appreciating them, and seeking feedback on our products and services,” Makolo said.

She added the one-week long programme will see customers enjoy free trials for selected digital services, and 5 per cent discounts on the purchases of various devices bundled with 2GB data, as well as a lot of freebies from the firm’s outlets.

Makolo said customer loyalty and continued confidence and commitment to the organisation has enabled the telecom firm to stay in business over the years. 

"It is only appropriate for us to show our appreciation to them during this special week,” she noted. The event is in line with the Customer Service Week, an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. 

This year’s Customer Service Week theme is, "Customer Champions”. It challenges each individual to lead by example, achieve success, and exceed expectations.