Project overview
IMED delivered Customer Care Service Training for Bank of Tanzania staff at the BOT Head Office in Dodoma. The programme focused on practical approaches to professional communication, consistent service delivery and positive customer engagement.
Who the programme supports
The training supported BOT staff whose roles involve serving customers, responding to enquiries, coordinating service processes and representing the institution through day-to-day interactions.
What IMED delivers
- Customer care principles and professional service standards
- Clear, respectful and responsive communication
- Understanding customer needs and managing expectations
- Handling difficult conversations and service complaints constructively
- Team coordination for consistent customer experiences
- Practical exercises, reflection and workplace action planning
Why the work matters
Customer care shapes public confidence in an institution. The training helped participants strengthen the behaviours, communication practices and service mindset needed to deliver reliable and respectful support across different customer interactions.
Where the programme worked
BOT Head Office, Dodoma, Tanzania.
IMED’s role
IMED designed and facilitated an applied learning process combining customer care concepts, workplace scenarios, group discussion and practical action planning.