The United Nations Association (UNA-Rwanda) has launched the second phase of a programme that seeks to improve customer care in different universities.The campaign is supported by Norwegian Peoples’ Aid (NPA).“When we train students, we are giving people the skill to pass onto others in the service industry; which we believe will heavily impact the industry positively,” said Jackline Kamanzi Masabo, the chairperson of UNA-Rwanda. She said in a recent survey on customer satisfaction, the public sector scored 70.44 per cent in service delivery while the private sector got just 51.4 per cent.Based on the findings, Kamanzi said UNA-Rwanda partnered with Rwanda Governance Board (RGB), Rwanda Development Board (RDB) and other institutions to help enhance quality service delivery in the country.Important approachThe universities that will benefit from the initiative include Independent Institute of Lay Adventist of Kigali (Inilak), Rwanda Tourism University College (RTUC), Institute of Agriculture, Technology and Education of Kibungo (Inatek) PIAS of Huye and IPB in Gicumbi District.“This is an effective and efficient approach to impart values of customer care to the students who will not only apply them in their community, but even at their place of work once they are out of school,” Kamanzi said.At least 160 students are expected to benefit from the initiative, according to officials. The first phase benefited 20 students.Just like the first phase, the second one will be followed by a debate on service delivery with the aim of identifying the causes of poor customer care in the service industry so as to devise effective means to reverse the situation.Government institutions including RDB have been promoting customer care through various nationwide campaigns. Among the campaigns, RBD came up with one dubbed Na Yombi: Akirana Urugwiro Abakugana, loosely translated ‘receive your clients with courtesy and with both hands’.
