Bank of Africa (BOA) Rwanda celebrated Customer Service Week 2025 by stepping out of the branches and into the community, showing appreciation to customers where they live and work. Staff and management visited clients at schools, hospitals, markets, and offices, delivering gifts as a token of appreciation for their continued support. Customers who visited the branches were welcomed with tokens of appreciation and personal attention. The Bank also extended its engagement to the Call Center, where leadership joined frontline staff to respond directly to customer needs. The global Customer Service Week theme adapted by the Bank to “Our Mission is You — With Your Trust, It’s Always Possible”, was reflected not just in words, but in the Bank’s visible effort to connect with clients and acknowledge their role in its success. ALSO READ : Bank of Africa-Rwanda appoints new Managing Director to spearhead growth and innovation Speaking at the official launch of Customer Service Week, Serge Atikossie, the new Managing Director of Bank of Africa Rwanda, emphasized that customer service is not just a department, but a responsibility shared across the entire Bank. He said that building trust with clients involves being present, listening carefully, and constantly improving how the Bank serves. “If we truly want to serve our customers well, we have to be close to them, not just physically, but by understanding their needs, frustrations, and expectations. That’s how we earn trust, and trust is what keeps us in business,” he said. Beyond his public remarks, the MD personally joined the Service Excellence Call Center team, spending the day answering calls and engaging directly with clients, an unusual yet powerful gesture that resonated with staff and customers alike. This hands-on approach demonstrated leadership’s commitment to staying in touch with day-to-day customer realities. The Bank also included internal staff appreciation as part of the week’s events, recognizing the frontline teams whose daily efforts shape the customer experience.
