Equity Bank Rwanda Plc kicked off its annual Customer Service Week celebration on Monday, October 7, showcasing its appreciation for its customers.
Customer Service Week is a global celebration in the first week of October that celebrates those who provide customer service and their role in improving the customer experience.
Speaking at the event, Adalbert Rutaisire, Director of Operations at Equity Bank, shared insights into the bank’s focus during this year’s Customer Service Week, which is themed "Above and Beyond.”
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He emphasised that the celebration is about showing appreciation to customers for their loyalty and trust.
"The theme ‘Above and Beyond’ signifies our gratitude to our customers for the business they have given us and for choosing Equity Bank as their financial partner. It’s not just about this week; it’s about reaffirming our ongoing commitment to serving our customers well,” he said.
He noted the importance of maintaining strong relationships with customers, saying, "We always work hard to win their hearts and minds. When we do that, we believe they will continue to bring their business to us. This week is about thanking them and reminding them that we wouldn’t have a business without their support. Throughout this week, we will emphasise our appreciation for them.”
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Looking beyond Customer Service Week, Rutaisire said the bank will continue to innovate and respond to client needs.
"We always strive to come up with new products. We listen to our customers, and whenever we identify a need, we tailor a product for that. This is not just something we are doing this week, it’s something we do all the time,” he said.
Sadate Munyakazi, a long-time customer, reflected on his journey with the bank and how its services have been crucial to the expansion of his business.
Munyakazi shared how he once feared taking loans but now secures over a billion Rwandan francs in loans. "This means my capital has grown, my assets have increased, and it’s all thanks to the excellent service you’ve provided.
"I believe it’s not just me; it’s all of us customers. Each of us benefits daily from your support, which helps us grow financially, and as we grow, so does the economy,” he added.
Munyakazi also reflected on the transition when Cogebanque merged with Equity Bank Rwanda. "I almost left because I was used to Cogebanque. But the Equity team visited me, we talked, and stayed in touch. Now, whenever I face a challenge, I approach them, and they always find solutions. Their good service has changed both my life and work for the better.
"This week is about thanking us, but we also thank you. We’re happy to receive such great service and see healthy competition. As your customers grow, so does the bank. Helping us develop is helping yourself as well. We thank you for your excellent service,” he said.