Rwanda, for the first time joins the rest of the world to commemorate the International Customer Service Week.
Champions of service delivery countrywide were recognized during the launch of International Customer Service week in Rwanda.
Themed “Think Service”, the event run from 7th until 11th October 2013. It is devoted to recognising the importance of customer service and honouring people who serve and support customers with the highest degree of care and professionalism.
According to Clare Akamanzi, the Chief Operatons Officer at Rwanda Development Board (RDB), poor customer service has been identified as a key impediment to achieving Vision 2020.
“Since it is Rwanda’s first time to celebrate with the world, our focus is to encourage exceptional service,” she noted.
Yves Ngenzi, Head of Customer Care Unit at RDB pointed out that five major pillars of customer service have been outlined.
These include; communication, problem solving, timeliness, professionalism and ease of doing business.
The level of customer satisfaction in Rwanda currently stands at 71%, based on a research carried out in May and June 2013 within various public and private institutions.
This is an improvement compared to 60% level of satisfaction in 2010. The target is to increase the level of satisfaction to 80% by 2017.
According to the research report, satisfaction in public institutions is higher compared to the private sector, with the Directorate of Immigration and Emigration being the overall best in customer care.
The government has put an emphasis on structured orientation programs and on-job training as well as training on best practices and techniques should be made available to further improve Rwanda’s ranking.
Customer Service Week is an annual international event celebrated during the first week in October.
It provides a unique opportunity for service and supports professionals around the globe to join in a celebration of the important role that customer service plays in every organization.