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Rwanda Development Board (2010)
  • Deogratias Harorimana, Sr, The University of the South Pacific

In a bid to promote and develop good customer care service in various sectors of Rwandan economy, a survey was conducted to assess progress and trends on customer service capacity building. Although shortcomings are there, there have been efforts and registered trends across the country on service delivery front. Investment in Capacity Building IS happening in certain sectors but this is unevenly distributed. In 2008 companies had started recognizing the significance of good service and cultivate a good working environment and training. From 2009, there was a decline in investment in capacity building in front office and key service delivery areas of customer interaction. But this recovered again in 2010. It is also of interest to note that employees lack knowledge and skills in delivering a quality service as well as experience, which is very critical component for interactions of front line staff. The study showed that spending on capacity building on customer care service delivery remain well below 2% of the company turnover and there is currently disconnect between company strategies in the market and the service delivery strategies. There was little and no investment in service delivery in the transport sector. Key players here reported that they lacked information on customer care service campaign in general and they lacked information on training expenditure in that regard.

  • Service Delivery,
  • Customer Satisfaction,
  • Public Service,
  • Rwanda
Publication Date
January, 2010
Information contained herein was accurate at the time of collection (January 2010). The purpose of this is to encourage people in Rwanda to baseline and discuss ways they can improve service delivery and achieve Vision 2020.
Citation Information
Deogratias Harorimana. "SURVEY REPORT ON TRAINING AND SPENDING ON CUSTOMER CARE SERVICES" Rwanda Development Board (2010)
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