Cogebanque Plc concluded Customer Service Week on October 7 with a celebration that drew the bank’s customers and staff.
The week that kicked off on October 3, was held under the theme “Celebrate Service” and aimed at celebrating customer service and staff who serve and support customers on a daily basis and to promote customer service excellence within different institutions across the world.
According to Guillaume Habarugira, Chief Executive Officer of Cogebanque Plc, during the week, the bank’s management had time to put their hearts together and reflect on the services they give to the clients.
“We talked to our clients and heard their suggestions,” he said, adding that, “The week also made us revisit any service that may have delayed, address it and make fresh decisions. It was also a time to thank the staff that delivers good services and celebrate together.”
Habarugira also noted that they are looking at ways they can further reach their customers from where they are, declaring that they are putting much effort into fostering the use of technology and increasing bank agents whom he called to join the bank for business opportunities.
Thonestine Mukabanana, in charge of Customer Experience at Cogebanque Plc said that throughout the Customer Service Week, they further engaged with their customers and celebrated their journey from where they came from hence boosting their relationship and discussing what can be improved.
Mukabanana also noted that the bank visited clients at their workplaces to see the progress on the activities they partner on and if they needed a hand or advice they could offer.
“We do that frequently, but within this week, it gets special because even the senior management get directly involved and reaches out to our customers,” said Mukabanana/
Alphonse Nkubana, a Cogebanque customer for 12 years thanked the bank for its good services and for taking the time to celebrate with its customers and discuss about what is working well and what needs to be improved.
Nkubana says he is aware that the bank is opening many branches, and has strengthened its online services thus urging it to keep pace and reach more people across the country.