Starting on the 2nd of October 2017, BPR Atlas Mara is marking the Customer Service Week at all its 195 branches in Rwanda, giving the Bank’s management an opportunity to closely interact with their clients which will inform their move towards improving the way they serve their customers.
Caption: Eric Rutabana, Country Head of Corporate and Investment Banking at BPR (L) During the press conference.
BPR has organized exciting activities across all branches. During the course of the week, feedback will be received from clients on a regular basis as staff members will continuously make field tours products the bank offers.
During a press conference held at BPR Atlas Mara main branch on Monday, the Country Head of Corporate and Investment Banking Eric Rutabana said the Bank will make sure that they keep all products and services platforms like ATM, online and internet banking and the 24 hour call center are functional.
The Customer Service Week was initiated to celebrate all the key players in the customer experience: front-line service representatives, sales professionals, marketers, customers, support staff and the corporate breed. This year’s theme is "Building trust” which is key to building strong, sustainable productive relationships with clients.
A customer happy to be attended to at the bank.
"Ideally, here at BPR we are prepared to make merry with customers during the week which will be one of celebrations and recognition. But it should also be a week where we will go an extra mile to listen to our customers in order to build trust and to have direct and measurable results of our employees’ efforts in offering quality customer service ,” says Rutabana.
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.
According to Rutabana, 30 institutions from seven East African countries (Ethiopia, Kenya, Mauritius, Rwanda, Sudan, Tanzania and Uganda) shared 46 corporate Awards in which the BPR was among the big winners identified by the readers of Banker Africa and the online community of the CPI financial news website.
Mr. Shema Mugisha Xavier, (R) Country Head of Retail interacting with clients at BPR main branch yesterday.
"We want to keep to these standards of being 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,” he explains.
BPR Atlas Mara will at the end of the Customer Service Week, award the best employees that have excelled in providing the best customer service which will help boost their professional commitment and encourage them to continue offering quality service.