BHC REAFFIRMS ITS COMMITMENT TO CUSTOMERS

As a way of reaffirming its commitment to customers, the Corporation recently launched a customer charter at Masa Hotel in Gaborone. Officiating at the launch, the BHC CEO Mr. Reginald Motswaiso stated that the Customer Care Charter is designed to ensure a consistent level of customer service is provided across all departments.
 

“The Charter reaffirms our promise to deal with queries and enquiries promptly and efficiently while demonstrating our commitment to offering the best service to our customers. It also serves as a social contract with our customers and the public at large,” Said Motswaiso.
Mr Motswaiso noted that improving customer service involves developing and implementing customer friendly processes that meet and exceed customer expectations, developing and committing to well defined service delivery turnaround times, identifying customer service delivery areas throughout the Corporation’s value chain as well as learning what customers’ needs and wants are.
 

He said that the Corporation has identified Customer Service as a high priority area adding that without it the Corporation will not be able to achieve its vision of being “A choice provider of housing solutions in Botswana.”
To reaffirm its commitment to customers, Mr. Motswaiso says the Corporation pledges Service Excellence, Courtesy and Consideration, Openness and Impartiality, Continuous Performance Improvement, Accessibility and Proactive Communication as well as Consultation.
Mr. Motswaiso also alluded that it is of paramount importance that a Customer Care Charter be in place to integrate and co-ordinate all the Corporation’s service standards and to be used as a framework that defines service delivery standards, the rights of customers and how customers will be handled.
 

“With this launch we are therefore submitting ourselves as a Corporation to public scrutiny since the charter contains our obligations to customers, our core values and the standards against which the Corporation will be assessed and measured. We therefore commit to live up to the promise,” He said.
As a way of completing the Customer Service Chain, Mr Motswaiso says the Corporation will regularly and on predefined dates, review and measure the Corporation’s Customer Satisfaction index which he adds will ensure continuous improvement of the Corporation’s service delivery.
 

Giving the synopsis of the Customer Care Charter, the BHC Customer Care Manager Mr Tumo Kgatlwane highlighted that the objectives of the charter is “to act as a framework that defines our service delivery standards, to prescribe how our customers may access their right to superior service in all our functional areas and to reaffirm our commitment to our customers.”