Airtel Rwanda marked Customer Service Week by meeting customers in their communities, thanking them for choosing its #IBIRENZE services and listening to their views on how the company can improve.
The company said its teams asked customers what they valued in Airtel’s current offerings and gathered feedback on their experiences.
The outreach was guided by the message that “excellent service starts by listening to those we serve” and was intended to strengthen relationships with customers.
The initiative comes as the Rwanda Development Board (RDB) has reactivated its Na Yombi customer service campaign under the theme “Let’s Serve an Extra Mile.”
RDB and stakeholders from public institutions and the private sector launched the latest campaign on October 8, renewing a national effort to raise service standards. Na Yombi was first launched in 2012 to promote quality customer care and improve awareness of people’s right to good service.
RDB is also considering a system to bring together customer interactions, including calls, emails, complaints and in-person consultations, to help identify service problems and track how they are resolved.
The agency says it handles more than 500 registered business and consultation files, alongside more than one million phone calls.
The renewed campaign places the spotlight on a basic expectation of service delivery: customers should receive clear information, timely responses and follow-up when problems arise.
For Airtel, the face-to-face visits offer a way to hear feedback directly.
The measure of their value will be whether customers see that feedback reflected in better service.
