I&M Bank Rwanda on Monday, October 4 launched a customer service week which will run under the theme The Power of Service as part of a wider nationwide drive dedicated to customers especially in the service sector. The Customer Service Week is marked every year during the first week of the month of October. According to Robin Bairstow, the CEO of I&M Bank Rwanda Plc, the Bank celebrated the week by recognising their customers, especially the long-standing ones, adding that the week also serves to remind their staff that their job is to serve customers to full satisfaction. Quoting American poet Maya Angelou, Bairstow said; “Ive learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” He said that the quote resonates with everyone who works in the service industry saying that every employee’s job is to make people feel secure and needed. Thats the main essence of our business. If it wasnt for the customers, businesses wouldnt be able to thrive because the financial aspect is a secondary aspect and a result of the level of customer services that you offer, he told the bank’s employees at the newly inaugurated headquarters. Another thing which is proven; when making constant changes about system updates and upgrades, there might be disruptions in the service…with good customer care, clients tend to be more tolerant of the changes being made. Thats why its important to ensure that we remain true to our customers. Besides engaging the bank’s employees on customer care, during the week, I&M Bank will take part in a campaign against breast cancer where their employees will be screened for breast cancer. The screening will also be in line with the breast cancer awareness month which is marked every year during the month of October. According to Bairstow, the bank will celebrate their internal customers, visit customers in different areas and different segments, bond with them and get to know how they want to be served. We want to leverage this week to reaffirm these services to our customers, he said. He said that some of the key areas where the bank puts emphasis is making sure customer interaction is as easy as possible, adding that their several projects in 2021 are related to improving customer experience in terms of opening accounts and acquiring loans. To do that, they have leveraged the growing technological trends and automated and digitalised many of their services. According to Yvonne Uwambaye, one of I&M Banks clients, the bank’s services have over the years evolved and that currently, services like depositing and withdrawing money have greatly improved. I am satisfied with the services I get here. They really have good customer service. They help you get every service you want right from the door when you enter. They have to make sure that you are satisfied with what they offer, she said.
