Kigali– This week, Rwanda joins the rest of the world to mark the International Customer Service week, a time to highlight the value of excellent service delivery in the work place.
This year, the theme is Say Yes to Excellence loosely translated as Haranira Serivisi Inoze. The International Customer Service week is a global initiative which seeks to develop a culture of service excellence and superior customer satisfaction.
The objective of the International Customer Service Week is to boost morale, motivation and teamwork among service providers and to reward frontline representatives with excellent service.
In Rwanda, the initiative seeks to raise awareness on the importance of customer service by reminding employees of their commitment to customer service satisfaction and customers to recognize staff or companies who offer excellent services.
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The Head of the Customer Care Unit at the Rwanda Development Board Yves Ngenzi said: ‘Great customer experience gives companies a competitive edge, not just locally but globally and so it is important for CEOs to drive and prioritize it. As a country, we aim at becoming a thriving service-based economy and so, providing world class service should be part and parcel of our daily work.’
This year, employers are encouraged to recognize the best performers by proposing an annual prize give-away during the Customer Service Week. This recognition will be a way of celebrating dedication to excellence in customer service; employees will also get motivated to perform better.
Lastly, poor attitude and behavior with regards to customer service will be criticized. Recognition and rewards could be in the form of trophies, medals, engraved gifts or cash prizes, but should carry a value so as to be memorable and motivating to all employers.
Some of the activities expected to take place this week include; an interactive campaign where people can comment and give feedback, countrywide distribution of customer care related education materials in more than 600 public and private institutions, customer care presentations in institutions to share information on the importance of quality service.
The International Customer Service Week is part of the ongoing national campaign locally known as Na Yombi, which is aimed at creating an environment that values quality services in Rwanda and changing the mindset of all Rwandans on the benefits of excellent customer service. It reinforces the importance of four pillars namely; communication, training, compliance and monitoring.
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