[SPONSORED] Customer service week: BPR pledges to prioritize service delivery to become the best bank

It was a Friday of cheerfulness as top leaders of Banque Populaire du Rwanda among other staff members join the customers at its branch in Kimironko as the bank was closing customer service week.
BPR staff celebrate customer service week. / Photos by Frederic Byumvuhore.
BPR staff celebrate customer service week. / Photos by Frederic Byumvuhore.

It was a Friday of cheerfulness as top leaders of Banque Populaire du Rwanda among other staff members join the customers at its branch in Kimironko as the bank was closing customer service week.

Customers cheered to share well prepare dinner with Anand Sanjeev, the Bank’s CEO, and Konde Bugingo, Deputy CEO, among other staff.

 
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Banque Populaire du Rwanda celebrate customer servcie week.

Closing the Customer service week, Anand Sanjeev, the Bank’s CEO, said that recognizes the extent to which the staff cares about the customers, pledging to prioritize service delivery to win the best place in Rwanda.

 

“We did not learn during this week but learning is our daily activity. What I am pleased about with Customer service week is that my team speaks the right language and says “Thanks” to customers which means that customers are on the top. We will keep on serving the customers. We want our customers to LOVE us not to LIKE us so that we become number one bank in Rwanda,”Anand said.

 
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Anand Sanjeev, the Bank’s CEO appreciates the move in service delivery at BPR.
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Saidi Karegeya, BPR branch Manager in Kimironko, receiving the recognition of outstanding performance in service delivery.

He noted that the bank strives to create an environment that is favorable to customers, adding that the situation was not good before but today there is a significant improvement.

Trainings for staff to improve service delivery

Konde Bugingo, Deputy CEO, said that the bank is likely to organize trainings for staff aim at equipping them with knowledge on how to improve the service to satisfy customers successfully.

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Anand Sanjeev, the Bank’s CEO,(between) and Konde Bugingo, Deputy CEO(right) among other staff celebrate customer service week.

“Our target is to improve our services and results. Instead of calling customers to like us, we want them to love us. We want to ameliorate the system. We are improving our system to give loan by reducing the time we would spend. We want also to train our staff so that we can improve their service, empower them towards bank‘s success. Our customers need us to advance services but also having good results,”Bugingo said

Bugingo recognizes the great improvement in service delivery since Atlas Mara has partnered with Banque Populaire du Rwanda.

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Well performed branches in service delivery were recognized.
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Well performed branches in service delivery were recognized.

“We started investigating the reason why service delivery was not improved in Banque Populaire du Rwanda. We asked ourselves the reason why many people criticized the service? We finally revealed the challenges and we are working hard to overcome them,” He added.

Awareness on Mobile app

During the customer service week the bank have been creating more awareness on the use of Mobile app that aims at increasing the efficiency and advance the way the bank’s clients are served.

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BPR celebrates customer service week by sharing a dinner with its clients.

Zakhia Mbabazi, Customer Service Manager at Banque Populaire du Rwanda, said BPR mobile app is among the ways to ease service delivery.

“We will keep on informing clients about the new product that we are marketing which is a BPR Mobile Banking app. We have a wide network due to the high number of clients. Such a number would cause queues of clients. The app was launched to solve the problem of queuing’”Mbabazi said.

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BPR top leaders and staff with some of the bank's clients enjoy customer service week celebrations.

Saidi Karegeya, BPR branch Manager in Kimironko, said that the week was an opportunity for the bank to interact with clients to get their insights on how they appreciate services.

During customer service week the bank visited its branches in the city to inspect service delivery and Kimironko branch emerged the best in service delivery.

The main branch in Nyarugenge emerges the second while BPF emerged third place.

BPR has 193 branches across the country with more than 50,000 clients.

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