Prioritizing Your Satisfaction: Unveiling CRDB Bank Burundi's Customer Service Approach

At the heart of every successful organization lies a commitment to its customers. Understanding and addressing their concerns promptly and effectively builds trust and fosters long-lasting relationships. With Ms. Carelle MUGISHA, the Manager Marketing and Public Relations, we delve into the strategies of customer service at our bank especially in addressing customer concerns, where your satisfaction is our top priority.

Here are Carelle Mugisha’s insights on how CRDB Bank Burundi has implemented several initiatives to address customer concerns and enhance overall customer satisfaction.

Ensuring Resolution and Satisfaction:

Following the resolution of any issue, the bank proactively follows up with you (customers) to ensure your complete satisfaction. This personalized approach allows us to address any lingering concerns and confirm that the chosen solution meets your expectations.

Dedicated Support System:

We understand that every customer and their issue is unique. That's why we have a dedicated customer service team in each branch, alongside a specialize units like the Customer Retention Unit at headquarters. Additionally, a Customer Service Committee, chaired by the Deputy Managing Director, oversees the entire process, ensuring seamless communication between branches and various business teams.

Channels for effective communication:

We offer multiple convenient channels for you to communicate your needs and concerns. Whether you prefer social media, our website, email, a toll-free call center, visiting a branch, or our suggestion boxes located at every branch, we're readily available to listen and address your issues. We have a dedicated team for our social media platforms, they are ready to listen and resolve your issues in real time. We value your feedback – share it with us anytime!

Timely Resolutions:

We acknowledge the importance of prompt resolution. Every complaint is registered, and we meticulously track the time taken to address it, from the initial receipt to its final resolution. This data is used to generate monthly reports, providing management with valuable insights to maintain real-time efficiency. A dedicated Customer Service Committee meets monthly to further analyze registered complaints, ensure proper resolution, and diligently track the turnaround time of each case.

A Streamlined Process:

Every complaint received through any channel undergoes a thorough acknowledgment and registration process. We have a well-defined guide outlining complaint handling procedures and escalation protocols based on the issue's nature. Each responsible individual adheres to a specific turnaround time to ensure your request receives prompt attention and efficient resolution. Once a solution is identified, we contact you through your preferred channel to explain the chosen course of action and confirm your satisfaction before closing the issue.

Furthering our commitment:

In 2023, we implemented a unique initiative during Customer Service Week. Heads of impacted service areas addressed customer complaints directly through social media videos. This innovative approach fostered transparency and demonstrated our proactive approach to customer concerns.

This commitment to open communication, dedicated support, and timely resolutions reflects our unwavering dedication to ensuring your banking experience is seamless and fulfilling.