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.
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.
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.
“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.
“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.
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.
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.Follow https://twitter.com/ByumvuhoreF