Like elsewhere in the world, the first week of October marks the international celebration of customer service week.
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.
For BPR Atlas Mara, it is to celebrate service people who support them daily in assisting their customers.
To celebrate customer service week, BPR took a series of initiatives in its branches to thank its customers for being loyal to them.
During a press conference held at BPR Atlas Mara Head Offices on Monday, the bank’s Managing Director Maurice K. Toroitich said that the Bank will make sure that it maintains good customer service not only during the customer week, but in its everyday services
"This week, here at BPR we shall make merry with our customers at all branches which will be one of the celebrations and recognition. More importantly it will be a week where we will go an extra mile to listen to our customers and get feedback about what we might not be doing right in order to offer them better services” said Toroitich
He added that the customer service week is an opportunity for the bank to review how the services are provided and therefore have chances to surpass its clients’ expectations by continuously offering better customer services.
After the press conference, BPR staff including senior management were actively involved in reaching out to clients, by interacting, offering them roses and serving cakes in demonstration of the bank’s appreciation.
The annual Customer Service Week seeks to celebrate all key players in the customer experience: front office representatives, back office support staff and top management. This year’s theme is "Excellence Happens Here” It recognizes space where customers and service professionals come together from offices to assist customers who visit their institutions, where service happens.
According to the BPR’s Head of Marketing and Communication, Prossie Kalisa, the week’s activities include boosting morale through the bank’s daily gratefulness towards staff and launching of BPR service pillars to employees, which guide them when serving our esteemed customers.
"Ideally, here at BPR we plan to thank our customers during the week which we shall do through sending SMS to clients acknowledging their loyalty.
Last 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 and the bank intends to maintain this standard as the number one customer service bank in Rwanda.
During the course of the week, all BPR’s employees will be given thank you cards in appreciation of the good customer service that they are offering to encourage them to continue offering quality service.