The New Times (Kigali)

Rwanda: 22-Year Old Authors Book On Customer Care

Dominique Ntirushwa launched a book, "7 steps to exceptional customer care", a publication that details the most important aspects of customer care in the service industry.

The 110 page-book authored and published this year in the US focuses on solutions to the challenges faced in the real world of customer care and services.

Ntirushwa, Corporate service engineer with MTN Rwanda, started working on his book last year in November. It was published in September by Ground Breaking Press, an American publishing house.

In the book, the author also shares his experience in the customer care department, four years ago when he started working with the telecom firm.

"I was compelled to write this book due to some of the challenges associated with customer care service in Rwanda. I wanted to share my experience on better customer care services," Ntirushwa said during the launch.

The young author has won over seven accolades with MTN Group, for being exemplary in offering good customer care services.

"After winning all these awards, I got inspired to share my stories with Rwandans, because as you know good customer care service is something our government is really trying to improve across the country."

"I wanted to share my story with hope that, it might improve the level of customer care in the service industry and impact the lives of Rwandans."

Ntirushwa, who is about to graduate from Kigali Institute of Science and Technology, is also the brains behind Data Innovation Centres in the districts of Rubavu and Rusizi.

Speaking at the event, MTN Rwanda CEO Khaled Mikkawi hailed Ntirushwa for being an outstanding performer in MTN Rwanda family. "We are very proud to have him in our family."

Mikkawi described Ntirushwa as the most dynamic individual who works restlessly for the betterment of the company.

In a speech read out by the Minister of Youth and ICT, Jean Philbert Nsengimana, Prime Minister, Pierre Damien Habumuremyi, said: "When Dominique approached me to write a foreword, I was more than happy to do so, because customer care is an issue in this country.

"Whether in public or private sector, we have come to see that great service should be seen as neither a duty nor a burden; it should derive from a spirit of sharing and genuine desire".

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