I&M Bank Rwanda on October 3 launched the 2022 Customer Service Week to celebrate customer service and staff who serve and support customers daily and to promote customer service excellence within the Bank. The week will be celebrated until October 7. It is also being observed worldwide under the theme “Celebrate Service.” I&M Bank Rwanda kicked off the week celebrating with internal customers and staff. Speaking during the inauguration event, Dederi Wimana, Chief Finance Officer of the Bank said that the week is an opportunity to remind themselves that everything they do for the Bank revolves around providing better services to their customers. “We have to ensure that when our customers enter this bank, they leave us with a smile,” she said. “This week should not only be the one where we put an extra effort, but every day, whenever we stand in this bank, we have to ensure that we provide exceptional service.” Wimana also urged the Bank’s staff to make providing good service a culture so that whenever a client thinks of customer satisfaction, they think of I&M Bank Rwanda. During the customer service week, the bank is set to reach out to its customers through different outreach activities and they will also celebrate some of their long-standing customers. She added that whenever they celebrate the week, it helps them to mobilise staff on the importance of customer service while also showing them how valuable they are. “It also proves to our clients that the Bank cares about them; that they are not the only ones to approach it. We also approach them,” she said. Jean Claude Uwiringiyimana, I&M Bank Rwanda customer commended the Bank for a celebratory gesture in line with Customer Service Week and their quick processing of requests from customers. “If you request for a loan and they tell you they will reply in seven days, they do so. When there is an issue, they call you and communicate,” he said. “They also use technology to provide services which prevent long queues at their branches.” “When I started working with the Bank,” he continued. “I couldn’t access my account online but currently, I can request a credit card online, and they call me to come and pick it up when it is ready.” During the event, I&M Bank Rwanda also awarded the two best staff who delivered good services to the customers. Danny Rubayiza is one of them. He received an award and Rwf 500,000. He said the prize has encouraged him to keep serving I&M Bank Rwanda’s customers better. He added: “This is great recognition from my employer for the work that I do. We meet different customers and as a customer service staff, you have to deliver service that is favourable to everyone regardless of their appearance or moods. This prize urges me to put much effort into what I do.”
