The New Times (Kigali)

10 January 2013

Rwanda: RDB Intensifies Customer Care Awareness Drive

The Rwanda Development Board (RDB) has launched a series of roadshows in major towns and business centres to sensitise the masses about the importance of customer care to the local economy.

The drive is part of the ongoing national customer care campaign entitled Na Yombi, the board said in a statement yesterday.

The present phase of roadshows started in November last year, focusing on basic customer care communication skills, quick service, positive attitude and behaviours. They recommenced this month.

"These qualities are essentials if one needs to excel in service delivery," Yves Ngenzi, the in-charge of the customer care division at RDB, said.

"In addition to distribution of information materials and question and answer sessions, edutainment will be used as a form of communication to the public. Drama skits, videos and music will be used to help people to understand the message."

The shows will be staged at Ruhango in Nyanza, Huye, Rusizi, Gicumbi, Giporoso, Nyabugogo, Kimisagara, Nyamirambo, Rubavu, Karongi, Kimironko Kicukiro centre.

RDB expects that by the end of the campaign on January 17, residents will have a different mindset towards service delivery and value its importance and impact on Rwanda's economy.

A customer satisfaction survey will be carried out in April 2013 to assess the impact of the Na Yombi campaign and the level of customer service satisfaction in Rwanda.

The national customer care initiative began in 2009, and Na yombi - Akirana urugwiro abakugana campaign was launched in March 2012. It is aimed at raising consumer awareness on the levels of service delivery they should expect. It is also aimed at raising awareness of the importance of customer care to service providers and users in order for them to become more competitive globally.

According to RDB, about 19,000 people have so far been trained in customer care and service delivery in the financial, transport and hospitality sectors.

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