Access Bank Botswana’s Head of Customer Experience, Shadi Showa, has called on financial institutions to put Botho at the centre of customer service, saying genuine care, dignity and ownership are essential to building lasting relationships with customers.
Speaking as Botswana marks 60 years of independence, Showa says the Setswana principle “Motho ke motho ka batho” reinforces the importance of treating customers with respect and recognising that every interaction is an opportunity to build trust. She links the philosophy to this year’s Customer Service Week theme, “The Extra Mile.”
Showa says going the extra mile means more than meeting expectations, urging banks to simplify customer journeys, reduce delays, communicate clearly and proactively resolve problems. She says customer-friendly processes are themselves an expression of Botho.
She also cautions that digital banking, artificial intelligence and automation should complement, rather than replace, empathy and human connection. Vulnerable and elderly customers, she says, may require additional patience, reassurance and support.
Showa says simple actions such as follow-up calls, timely updates and helping customers navigate digital services can strengthen loyalty. She urges institutions to make Botho a daily standard of service.
