Botswana Housing Corporation (BHC) on Friday launched a Customer Care Charter as part of its quest to drive a customer centric approach to service delivery. In the charter, the organisation has made commitments towards service delivery and such commitments include service excellence, courtesy and consideration, openness and impartiality, continuous performance improvement, accessibility and proactive communication as well as consultation.
BHC CEO Reginald Motswaiso said the charter has been 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,” he said, adding that the charter also serves as social contract with customers and the public at large. Motswaiso said improving customer service involves a commitment on learning what customers’ needs and wants are, identifying customer service delivery areas throughout the corporation’s value chain, developing and implementing customer friendly processes that meet and exceed customer expectations, all of which are enshrined in the organisation’s Customer Care Charter.
To complete the Customer Service Value Chain, Motswaiso said they commit to regularly and on predefined rates, review and measure the corporation’s Customer Satisfaction Index (CSI). Motswaiso said the corporation has identified customer service as a high priority area, which supports their vision as BHC. The launch of the charter, according to Motswaiso, is a way of submitting to public scrutiny since it contains the corporation’s obligations, core values and standards against which the corporation would be assessed and measured.
Motswaiso said the corporation has committed to constructively engage stakeholders by placing them at the cutting edge of their operations. He said by so doing they believe they will be creating a disciplined, customer centric and business friendly culture. The Charter follows the introduction of Customer Care Unit and the call centre facility in 2008 which are responsible for all customer related matters.