A Week of Compassion and Community Engagement
I&M Bank (Rwanda) Plc recently concluded its Customer Service Week 2025, marking a significant milestone in its ongoing commitment to service excellence. The event, aligned with the global theme “Mission Possible,” brought together staff, customers, and the community in a series of meaningful activities that highlighted the bank’s dedication to empathy, teamwork, and impactful relationships.
Community Outreach: A Day of Kindness
One of the most memorable moments of the week was a visit by I&M Bank staff to the Missionaries of Charity in Kigali on October 10th. The team hosted a breakfast for children, teen mothers, elderly individuals who once lived alone, and women living with mental disabilities. This gesture of compassion not only provided a moment of joy but also reinforced the bank’s mission to extend its support beyond the office walls.
Benjamin Mutimura, the Chief Executive Officer of I&M Bank Rwanda, participated in the event, emphasizing the importance of empathy in customer service. “Great customer service starts with compassion,” he said during the visit. He also encouraged the young people present to believe in their potential, work hard in school, and remain hopeful about their futures.
Solange Mukayitsi, a social worker representing the Missionaries of Charity, expressed her gratitude for the visit. “We’re grateful for the visit. At a charity home like this, we often don’t know what tomorrow holds. When people show up to support us, it’s a blessing,” she shared.
Engaging with Customers and Celebrating Teamwork
Throughout the week, I&M Bank teams visited selected customers at their places of work, using the opportunity to thank them for their continued trust and gather real-time feedback on how the bank can continue to improve its services. This direct engagement allowed the bank to understand the needs and expectations of its clients more effectively.
Christelle Sabwe Musonera, Senior Manager of Customer Experience, highlighted the importance of teamwork in delivering excellent customer service. “This week is a reminder that excellent customer service is the result of collective effort—from front office to back office, from call center to compliance,” she said. She emphasized that recognizing and appreciating this teamwork should not be limited to Customer Service Week but should be an ongoing practice.
The week culminated in a closing ceremony and a movie night, bringing staff together in celebration of the important roles they play in delivering consistent and high-quality customer experience. These events served as a platform for recognition and appreciation, reinforcing the bank’s culture of collaboration and excellence.
Personal Stories of Hope and Resilience
For Alphonsine Mukamana, a teenage mother residing at the Missionaries of Charity, the Bank’s visit meant more than just a meal. “I’ve been here for three months. When I first arrived, I was pregnant with twins and my child was sick. The sisters have taken care of us. Today, having visitors share kind words and breakfast with us made me feel hopeful for the future,” she shared.
Her story reflects the broader impact of the bank’s initiatives, which go beyond financial transactions to create meaningful connections and foster hope within the community.
Looking Ahead
As the curtains closed on Customer Service Week 2025, I&M Bank Rwanda reaffirmed its belief that customer experience is not just about one week or transactions; it’s about people, empathy, and creating moments that matter. The bank continues to strive for excellence, ensuring that every interaction, whether with customers, employees, or the community, is rooted in compassion and a deep understanding of human needs.