Equity Bank Rwanda has on Monday, October 4, shared a light moment with its clients in gesture to celebrate the Customer Service Week  

Customer Service Week is an annual event that is celebrated in the first week of October. This year’s celebrations are being held under the theme: At the power of service.

Athanasie Niragira, the Head of Marketing and Customer Experience at Equity Bank Rwanda, said that in line with the year’s theme the Bank is dedicated to improving customers’ service as the centrepiece of the bank’s core values.

"For this week, we shall celebrate by creating a unique and exciting experience for customers as they walk into our branches seeking different services, recognizing and appreciating our customers for their loyalty, and reminding our customers the commitment we have for their delight and satisfaction,” she said.

Niragira added that the bank will conduct the celebration all week to different branches in the country, and other activities that will include giving tokens of appreciation to their different customers.

Jean-Claude Gaga, Commercial Director of Equity Bank Rwanda, reminded the customers to always go forward with any inquiries, suggestions and challenges they encounter because the Bank is ready to serve and improve its services.

"Our entire business exists because of the customers. Without them we wouldn’t be in business, that is why we take this week to remind our customers that we value them and thank them for choosing to bank with us, and take a moment to evaluate what we are doing and listen to our customers’ desires,” he said.

He added: "In addition to that it is a week where we take part internally in appreciating staff for the role they play in enhancing good customer experience.”

Gaga added that the Bank is dedicated to improving e-banking services in order to make their services faster while controlling the spread of Covid-19.

Jeannette Mutesi, a customer of equity bank since 2016, said that her experience with equity has been delightful.

"At Equity Bank, they listen to their customers, usually when you are working with a bank what you need is good service and a bank that listens to your needs and tends to them, and Equity Bank does all that for us.”

Joseph Birori, who runs a tour company, hailed the bank’s efforts in walking with business operators in their entrepreneurial journey, particularly hard times of the pandemic.

"As clients, we are happy, they have come to visit us in our businesses on several occasions and help us with any challenges we met, and they provide adequate solutions without having to pass through many channels,” he said

"In addition to that we thank them for the innovations they keep coming up with, for instance, new payment systems that facilitate us as customers and our business in paying salaries and all other bills while saving us time and money.”

Equity Bank Rwanda began its operations in Rwanda in 2011.

Since then, it has expanded its countrywide presence to 15 branches, in addition to its Kigali-based head office. The branches are supported by 3,108 agents and1,300 merchants serving over 700,000 clients across the country.