The ServiceMag Launch Issue

Launch Edition March - May 2010

SERVICEMAG THE

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SERV ICE MAG

ALL YOU NEED TO KNOW TO IMPROVE YOUR SERVICES

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RWANDA IN THE SPOTLIGHT

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POOR CUSTOMER SERVICE & ITS IMPACT ON RWANDA’S ECONOMY

NEED TO

FOR YOUR EYES, MANAGER

KNOW

THE TOP 10 THINGS THAT MAKE A GOOD MANAGER

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PROFILE MEET SERENA’S MUGO

IMP R OV E YO U R

GOOD ATTITUDE, STRICT SUPERVISION AND GOOD TRAINING WILL IMPROVE CUSTOMER SERVICE IN RWANDA

S E R V I C E S

HAVE YOUR SAY

WHAT I’M LOOKING FOR IN A RESTAURANT MY EXPERIENCE AT THE CROIX DU SUD HOSPITAL

GOOD CUSTOMER CARE

MALAYSIAN EXPERIENCE OF EXCELLENT CUSTOMER SERVICE

PICTORIAL

WAITER’S RACE 2010: QUAND LA QUALITÉ RIME AVEC RAPIDITÉ

FREE COPY

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OUTSTANDING CUSTOMER SERVICE

editorial Murakaza neza. Karibu. Bienvenue. Welcome to this first edition of The Service Mag, the magazine that will definitely help to change the image of the service industry in Rwanda and the Great Lakes region as a whole.

This is a quarterly magazine published and distributed in the whole country among all service outlets free of charge. It is targeted at people in the service industry both in the private and public sectors, from retail outlets to big corporate companies.

Our Motto is “Knowledge is Power�. The service industry in Rwanda has been lately criticized because of issues regarding customer service. With this magazine, we want to be able to reach everyone on issues concerning classic service delivery. We aim at impacting on you with resourceful articles that will help you to be more professional and grow your businesses.

Whether you work in a hospital, in the market, in a hotel, or even in a garage, this magazine is destined for you. We will be bringing you insights on how to improve your services, be productive and competitive. We want to help service providers, entrepreneurs and business owners with helpful, informative and inspiring articles on how to improve their businesses, and by so doing, bring success to them.

This magazine seeks to build employees’ skills and competences in the service industry to help them achieve personal and professional development goals. This inspiring magazine is a valuable resource and a must-read for any person and organization willing to establish international standards in dealing with their customers today.

Our contributors are all experts in specific areas of service. They will be sharing with you their expertise by offering articles dealing with knowledge, skills and experience in multiple disciplines and industries.

This magazine is in English, with a few features in Kinyarwanda and French.

The articles are very practical and the resources focus on Attitudes, Behaviour and Skills. Some of the sections covered include: Service Personality Profile; different articles on Human Resources, Hospitality, Quality, Sales, Marketing, Communication, Attitude, Motivation, Lifestyle, Tourism, Hygiene, Personal Development, and Grooming .

This magazine has been made possible with the support of fourteen companies in Rwanda. We would like to thank you sincerely for believing in this project and for contributing towards service improvement in Rwanda.

Finally, I earnestly invite you to make this your magazine. Talk about it and share it with people around you. That is how we can all contribute in sensitizing each other on professional business standards of operation.

Since this is the first edition, we welcome all your criticisms and comments. Help us offer you a very useful but also interesting magazine. Just write to us and we promise to give your remarks serious consideration.

Enjoy, and Long Live The Service Mag.

Sandra Idossou PUBLISHER

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SERVICEMAG THE

ALL YOU NEED TO KNOW TO IMPROVE YOUR SERVICES

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MAG A LL YOU NEED TO KNOW TO IMP R OV E

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POOR CUSTOMER SERVICE

And Its Impact On The Rwandan Economy

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BY IPAR - RWANDA

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The most commonly cited problems with customer service are slowness, inattentiveness and rudeness, as shown in Figure 1. Of the specific problems with poor customer service identified, more than a third relate to unhelpfulness and inattentiveness, another third to slowness, and almost a fifth to rudeness.

KNOW

Figure 1: Most cited problems with customer service among Trip Advisor reviewers

Slow 32%

Rude 18%

Unfriendly or unapologe c 5% Poor Communica on skills 4%

INFO@IPAR-RWANDA.ORG

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Key Findings • Rwandan customer service is seen as the worst in the region.

If customer service were • 1 in 4 tourists have to improve significantly, it a negative customer could increase the Rwandan service in Rwanda and the Gross Domestic Profit (GDP), perception may be getting by as much as $40 million a year by 2012. worse.

• Customer service quality varies across the sectors and is linked to skills, with whiteFrom our fi ndings, it emerged collar generally better and bluethat 25% of tourists experienced bad collar sectors – notably transport customer care during their stay in Rwanda.

– weak.

Rwandan customer service is seen as the • Lack of competition is the main worst in the East African region, which reason why consumers continue to comprises Burundi, Uganda, Tanzania and visit businesses with poor service.

Kenya.

Key Problems It also revealed that service quality varies • •Most cited across sectors and is linked to skills, with problems are: white collar sectors generally performing unhelpfulness/ Unhelpful Or better and blue collar sectors, notably inattentiveness, Ina en ve transportation, remaining weak in service slowness and 36% performance. rudeness.

• There is a In addition, further findings showed that Rwandan the biggest problem with poor customer cultural care was the lack of consumer awareness of norm against Bad what to expect, and a cultural aversion to complaining.

Management 5% demanding better as among the potential • Consumers causes of poor service. Consumers who seem to lack have lived outside Rwanda or visited awareness of elsewhere in the region are 50% times

TO

The research on Poor Customer Service and its Impact on the Rwandan Economy conducted

by IPAR had the objective of evaluating customer satisfaction levels in Rwanda.

NEED

In order for companies to grow and survive, they must find new ways of thinking, which has led to various marketing researches, especially those related to customer satisfaction.

We did an analysis of customer perceptions of Rwandan hotels, restaurants and attractions as posted on TripAdvisor.com, a major user-generated tourist information website, with over 30 million subscribers.

From our team of “Mystery Shoppers”, we collected primary data on customer service performance in key sectors and lastly, we conducted a small non-representative survey, which gave us some initial insight into customer attitude and behaviour.

YOU

The issue is strongly related to how service quality is managed, which holds a significant importance to customers’ satisfaction and their perceived performance of companies.

Recommendations Key issues for future research: • Understanding the link between skills and service quality: do technical skills and ‘soft skills’ go together? If so, can ‘soft skills’ (attitude, behaviour, beliefs, culture) still be taught?

• Hiring, pay and rewards: how do employers affect the service their employees provide?

• Behaviour change: what kinds of messages will be most effective in persuading consumers to demand more?

• Assessing the impact of government initiatives on the customer care campaign

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Our research analytical approach was based on several methodologies. We collected secondary data from various documents, and consulted both private and public sectors.

•

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Customer satisfaction is a critical issue in the success of any business system, hence one of the key challenges on this market is how to satisfy and retain customers.

However, using the ‘satisfaction profit chain’ approach, it showed that if customer service were to improve significantly, it could increase the Rwandan Gross Domestic Profit (GDP), by as much as $40 million a year by 2012.

what they have a right to expect.

Those exposed to customer service in other countries are much more demanding.

Organizational cultures do not seem to encourage a focus on hard work.

SERV ICE

more likely to complain when they get poor service than those who have not.

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onditions of doing business are changing rapidly. In the last decade the commodity market has witnessed a substantial growth and rapid change, globally as well as domestically.

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We get a lot of advice about how to deliver great customer care.

Many of the tips are reminders of what we already know (but we occasionally forget). If we decide to pay attention to the details that either improve or destroy our services, then we can be sure that this will affect our bottom line.

Let’s all decide today to put in more efforts in improving our personal skills in customer care and we will be surprised by the results. Your personal reputation and your business will keep on growing.

With a good customer care policy, your customers will become your best advertising agents and ambassadors.

Decide today to make your customers talk good about you to their friends and relatives, and you will be surprised about your business progress. sidossou@theservicemag.com

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Considering the Vision 2020 of Rwanda, it is important that people from all areas of service

YO U R

Service people need to make their customers feel good about doing business with them so as to pass around positive feedback to their friends and relatives.

IMP R OV E

Customer service is the cornerstone of any solid and thriving business. And today we are in a service economy where it has been proven that it costs more than five times to get a new customer than to maintain the satisfaction and loyalty of an existing customer.

TO

But then, what is really Customer Service? What are its characteristics, what are customers expecting from service providers, what are the best ways of offering outstanding services?

The fastest way to increase customer loyalty is by improving the way we show our customers that we care about them. Customers are people first. This means that each of your customers, like everyone else, wants to feel important. This is a universal truth - we all want that feeling, and will gravitate towards those that make us feel that way.

KNOW

“

The fastest way to increase customer loyalty is by improving the way we show our customers that we care about them.

TO

Effective customer service should start from airline companies, the immigration service, the hotels and restaurants, and so on, down to taxi drivers, the hair salons, the internet cafés, souvenir shops, fuel filling stations and all private and public services.

NEED

So, why do we hear many complaints, both from Rwandans already within and foreigners coming to this country, about the service sector? Customer care issues have become a priority for business owners. The government of Rwanda has even embarked on a nationwide campaign to sensitize the population about the importance of good customer care to the economy of this country.

Today, there is competition everywhere. Customers today have choices. If we give them poor service, they can just take their business to the next door, without suffering a lot from searching for one.

YOU

Rwanda is also a very dynamic country, with lots happening to achieve the country’s Vision 2020.

There are new opportunities, with many new businesses opening. Rwanda has just joined the East Africa Community and the Common Wealth this will definitively create more competition in almost every sector of service.

understand the impact of customer care on their business first and to a large extent on the global image of this great country.

A LL

But unfortunately, this friendliness that comes with a million smiles in not reflected in business. Good customer care is almost a non-existent ingredient in the service industry. It looks as if the Rwandans who are full of smiles elsewhere are different from those we see in their working environment.

MAG

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Rwanda is known as “the land of a thousand hills and a million smiles.” This means that not only is the country beautiful and attractive, but its people are welcoming and friendly.

SERV ICE

BY SANDRA IDOSSOU

THE

OUTSTANDING CUSTOMER SERVICE

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LESQualites QUALITÉS REQUISES POUR UN BON Les Requises SERVICE

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PAR NIZIGYIMANA EZECHIEL OUEDRAOGO

P H O T O G R A P H Y B I L L M C C A R T H Y

1.L’ Amabilité

C’est la première qualité qu’il faut avoir.

Toute personne aime être en compagnie de personnes aimables. En effet une personne aimable est digne d’être aimée, donc attrayante, bienveillante et dont la compagnie rassure, calme et protège même.

L’amabilité attire naturellement les gens vers nous.

2. La Gentillesse

La gentillesse est la qualité d’une personne avenante, qui se préoccupe du confort moral, affectif et même physique des autres. Quand on a attiré les gens vers soi par l’amabilité, il est primordial de ne pas les décevoir. Pour cela, il faut une bonne dose de gentillesse, autrement cela serait de l’hypocrisie.

La gentillesse est la suite logique de l’amabilité

3. Le Regard

Le regard est le miroir de l’âme diton. La preuve la plus sincère des deux premières qualités se lit dans votre regard. C’est par votre regard que vous convainquez de votre amabilité et de votre gentillesse.

En effet, un regard peut être : Intime (affectueux, compatissant), Intimidant (défiant, réprouvant, repoussant et méchant) et enfin un regard peut Impliquer (inviter à la coopération).

Et enfin, le regard confirme notre amabilité et notre gentillesse. .

4. L’Enthousiasme

L’enthousiasme est une ardeur joyeuse, c’est l’exaltation dans votre travail, Etre enthousiaste c’est avoir une joie dans le travail que l’on fait. Cette joie est tellement vraie qu’elle est contagieuse.

Le service au client ne se limite pas

La qualité du service c’est la satisfaction du client. Et la satisfaction du client c’est la réponse à ses besoins. La qualité du service c’est être A.G.R.E.A.B.L.E au CLIENT.

à l’accueillir avec gentillesse et un regard coopératif, il consiste à servir c’est -à- dire réaliser une prestation. La réalisation de cette prestation doit se faire avec une ardeur joyeuse.

L’enthousiasme combine la compétence technique avec l’amabilité, la gentillesse et le regard coopératif.

5. L’Apparence Personnelle

Nous entendons souvent dire que l’habit ne fait pas le moine, pour dire que l’apparence n’est pas importante. Et bien, sachons aussi que c’est à la plume que l’on reconnaît l’oiseau.

IMP R OV E YO U R S E R V I C E S

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TO

ezechielo@opty-rh.com

KNOW

Si nous restons dans notre cadre, notre propre façon de voir les choses, alors nous allons certainement travailler à notre propre satisfaction et non celle du client. L’empathie nous permet de COMPRENDRE le client car sans compréhension des besoins du client, aucune technique, aucune qualité, aucune attitude ne peut nous permettre de le satisfaire.

TO

La communication est au cœur du processus qui permet de rendre un service de qualité. Malheureusement, le plus souvent nous sommes en mode « information » qu’en mode « communication ». Etre en mode « communication » signifie que la responsabilité de la compréhension du message dépend de nous qui voulons communiquer.

NEED

Le langage se définit comme un système de signes permettant l’expression et la communication de la pensée. On ne peut donc rendre un service de qualité sans utiliser un langage quel qu’il soit.

YOU

C’est la qualité de celui qui est conforme aux usages. Loin de nous l’idée de prôner un conformisme béat qui consiste à refuser le changement pour le

L’empathie se définit comme la faculté de sympathiser avec autrui, de ressentir, d’éprouver les mêmes impressions que lui. Comment satisfaire le client sans le comprendre, comment lui être agréable sans chercher à le connaître, à ressentir les mêmes impressions que lui ?

A LL

6. La Bienséance

7. Le Langage

8. L’Empathie

MAG

Notre apparence personnelle c’est notre communication non verbale, et l’être humain croit plus en ce qu’il voit que ce qu’il entend.

Cela veut dire choisir le bon moment, le bon endroit, le bon code linguistique (français, anglais, swahili ou kinyarwanda…) Bref, faire les bons choix pour être sûr de se faire comprendre.

Le bon langage établit une vraie communication avec notre client.

SERV ICE

Dans les premiers instants de toute rencontre professionnelle ou non, nous sommes jugés d’abord sur notre apparence personnelle.

Il ne s’agit pas seulement de notre habillement mais aussi de notre posture (que l’on soit assis ou debout), de notre démarche, de l’expression de notre visage (sourire sincère, grimace ou visage renfrogné).

meilleur. La bienséance est cette qualité de savoir vivre qui nous fait adapter notre comportement professionnel, ou non, de sorte à apporter une réponse personnalisée dans la mesure du possible, aux différentes sollicitations de nos, si différents, clients.

La bienséance permet d’adapter notre service à chacun de nos clients.

THE

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V R E S R E M O T S U C D O O G

BY SANDRA IDOSSOU In Rwanda and in most parts of the world, citizens’ expectations on good customer service in the public service are rising rapidly. This is probably fuelled by the dynamic experiences and emulation seen in the private sector.

In the past for instance, as citizens, we all kept quiet and accepted poor services from the post office, the district’s office, the hospital, the ministries and from most of the public institutions because we had no other alternative.

But in today’s economic environment, government and public sector organizations have also started viewing customer service as profit organizations do.

Just look at the Immigration Office for instance. They have adopted a worldclass way of getting visas. Today, without going to an embassy, a visitor can simply fill on-line his/her application and receive a visa within two days. For

foreigners living here in Rwanda, they can even track their demand directly on internet.

Another example of this dynamic change in service delivery in public institutions is at the Rwanda Revenue Authority. A year ago, I had to spend hours in queues to do my monthly declarations. But today, this has changed and service is better and quicker. I can easily download the form myself and when I go there, I spend less than ten minutes.

More than ever before, many of us talk today about the need for public institutions to be part of the national awareness campaign against poor service delivery in Rwanda. As government constituents, we are demanding to be treated like real customers. We want public servants to be more professional with increased levels of service and responsiveness.

Public service should not be static but rather, it should be evolving and improving citizens’ new challenges.

Here are five factors that often contribute to citizen satisfaction on areas concerning customer service:

1. Delivery & Quality Service Standards Public Institutions need to publish a statement that outlines the nature and quality of service we should expect as customers. These standards should be displayed prominently at service points of delivery. For some time now, I have often seen some of these quality service statements posted at the entrance of certain ministries in town. But I always wonder if these statements are really understood by the staff at these ministries.

2. Information

It is important that public institutions take a proactive approach in providing information that is clear, timely and accurate. Here in Rwanda, this information should be available in all three languages – Kinyarwanda, English and French – so that every single citizen can understand them. Certain

TO IMP R OV E YO U R S E R V I C E S

sidossou@theservicemag.com

KNOW

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Employees at government institutions need to understand that Leo Tolstoy, a Russian it is citizen’s taxes that writer and a great “The vocation pay their salaries. For this novelist says: “The of every man reason, they need to have vocation of every man and woman is positive attitudes towards and woman is to serve to serve other us. Customer service other people.” As a should be an integral part public servant, serve people.” of their job performance your citizens with joy, evaluation. Public servants professionalism and should be trained on Customer Service a sense of patriotism, and you will so that they can adopt with the public contribute to the growth of this nation.

TO

When things do not go the way we are expecting them to go, we want the

5. Public Servants’ Attitude

NEED

4. Complaints

If you are a public servant reading this today, know that your customers are the citizens you serve. They deserve to be treated with respect and dignity. Make sure customer service is an integral part of your job. Good customer service in the public sector is no more a simple option but rather a requirement.

YOU

As citizens, we expect that public servants deliver quality service with courtesy, sensitivity and a minimum of delay. Delays in dealing with government agencies simply need to change. From a business and consumer perspective, the issue of timeliness in the provision of public services is a principle that needs to be embraced across all industry sectors; this should be an obligation of the provider and a right of the customer.

Customer Relationship Management (CRM) attitudes.

A LL

3. Timeliness in Service Delivery

public institutions to maintain a wellpublicized, accessible, transparent and simple-to-use system of dealing with complaints. As citizens, we need to know who to complain to and be assured that someone somewhere will deal with those complaints.

MAG

information such as opening hours and delivery times should be known to the public.

AS WELL

SERV ICE

SERVICE

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VICE CONCERNS

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PERSONALITY PROFILE

MUGO

MARINGA Serena’s Country Manager

THE

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Good customer care remains the biggest ingredient missing in the development of the country’s service industry.

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on best customer service practices

THE

MEET MUGO

A LL

TSM: What do you think is the solution to having improved services in Rwanda?

MM: The solutions include: recruiting people with the right attitude, giving them good training, and strict supervision.

Good attitude, strict supervision and good training will improve customer service in Rwanda

Also in each guest room there is a comment form for the guest to fill in.

Guests are also able to write back to the Managing Director either via e-mail, letter or fax to express their feelings about the customer service in the hotels and what could be improved.

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If you recruit the right people, give them a good training and supervise them

S E R V I C E S

Basically to deliver a good service people should love what they are doing, have the right skills and be equipped with the right tools; but hiding behind culture is a poor excuse.

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TSM: What are the main challenges you face in terms of customer service?

MM: There are a number of challenges, and one of them is the attitude. Not everyone in the tourism industry joined the industry by choice, which is very common in African countries.

After finishing school mostly in Africa, a number of people don’t have the chance to practise what they wish, thereby making them do what is available for them.

For example, a long time ago, people never used to wear the kind of clothes we see today, and that was the culture then; but we have moved now to all sorts of attire.

IMP R OV E

A lot has been achieved not only here at Serena but even in other sectors in the country in my opinion.

TSM: Some People often say that Rwandan culture is not very favourable to good customer service practice. What do you say about that?

MM: Culture is not static. Yes, the culture historically may not have been in favour of the kind of customer services we are talking about, but culture keeps on growing with time. So we cannot keep on hiding behind the excuse of the Rwandan culture.

TO

A number of things need to be done, some have been done, some are still being done but it is a process it’s not something we can achieve overnight. We are making progress step by step and we have registered good results though there is a big room for improvement.

Another challenge for even those who are happy to be where they are, is the lack of adequate facilities and the right curriculum in most of the training schools to give the trainees the right skills to deliver the right service the customer is looking for.

TSM: Does the hotel have a mechanism in which the customers can post their complaints or appreciation? And what type of mechanisms are these?

MM: The hotel has a number of mechanisms for getting guest feedback.

We have a customer care department that walks around the hotel meeting guests and finding out if they are happy and if there is anything else they require in order to enjoy their stay with us.

KNOW

TSM: Customer service remains the biggest ingredient missing in all spheres in the country. How do you handle it here at the hotel?

MM: Customer Service is a concern to everyone in Rwanda; we are all doing everything we can to improve the standards of customer service.

This makes that person to render a service which is wanting because you are providing a service while your wishes are somewhere else.

appropriately, they will certainly render good service to customers.

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TSM: How did you get into the hospitality industry?

MM: I got into the hospitality industry 21 years ago after I finished my hotel school in Kenya and Europe.

Joining an industry which is not of your choice makes people work physically while they are mentally absent.

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TSM: Thank you for accepting to be the first personality profile of our magazine. Could you please introduce yourself to our readers?

MM: I am Mugo Maringa, the Country Manager Serena Hotels, Rwanda.

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The Service Mag tracked down Mugo W. Maringa, Serena’s Country Manager, and asked him about his challenges while rendering service.

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Besides that, we pay them ‘Service Charge’ which is a percentage of the hotel revenue. This Service Charge is for all non-management employees, and this drives them to make more sales.

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Good customer care remains the biggest ingredient missing in the development of the country’s service industry.

TSM: How are your customers responding to these mechanisms?

MM: The response is quite good.

Generally many of our customers leave the hotel very happy with the services and the facilities. There is always room for improvement, and occasionally a guest may feel that our services did not meet expectations.

If we understand that the guest is not happy about a certain service before he/ she leaves we have to make sure she/he is provided with the service that she likes and even if we understand that he/she wasn’t happy after his/her departure we contact them and offer our apologies and remedy the discomfort.

TSM: As a way of motivation, how do you motivate your staff that has excelled in providing quick and better customer care services?

MM: We motivate each and everyone of our staff even before they have done anything so that they can do a good job by giving them an enabling environment to perform their duties perfectly.

By this, we provide them with the right equipment, correct guidance, and on top of that we give them a decent package that makes their life comfortable.

We also have another programme whereby after every three months, we recognize and reward the best performers in all departments, and at the end of each year we do the same for the “Employee of the Year”.

TSM: How has customer care helped the hotel in acquiring and attracting customers from all over the world, and what is the magic behind it?

MM: What brings guests to our hotel is the high quality of product and service delivery. You are very aware that Serena is not a cheap hotel in Rwanda and the only thing that keeps people coming is our superior quality that is also good value for the customer’s money. Our employees are our best asset.

TSM: what do you think of the new standards of hotel classification that is being put in place by RDB? MM: It a very good plan the Rwanda Development Board (RDB) has put in place because this gives the hotels a check list and hoteliers in Rwanda are now able to know which category their property falls in.

If I give a client a service and I see that he is not happy, I do everything to make him happy, and this makes me even happier.

TSM: What is your advice to our readers who are all from different sectors related to service?

MM: My advice to everybody involved in customer service whether in private or public institution is to always anticipate the customers’ needs and render a service that exceeds their expectations.

We are sometimes customers too, so we know what level of service a customer appreciates.

I would also like to urge my colleagues to appreciate that right now we are in a global village, and whatever we do here in Rwanda, we are in competition with the rest of the world; and in most cases the customer therefore has the whole world to choose from.

TSM: What is your advice to The Service Mag? MM: Keep up with the spirit of informing the industry on what is happening in the region and around the world, and keep up the spirit of giving the industry the pressure to improve continuously.

This also helps the owners to know which areas to work on to attain the classification that he desires.

Without the classification, people would be declaring their hotels the rating they want and an international traveller could be disappointed when his expectations are not met.

With this classification programme, hotels will correctly be put into their right categories.

TSM: What do you like most about the service industry?

MM: What I like most about this industry, is the fact that everyday is different from the other, and the fact that I am offering a service face to face with my clients.

When my client appreciates the service that I have rendered I can see it directly from the face, which gives me total satisfaction.

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THE SERV ICE MAG A LL YOU NEED TO KNOW TO IMP R OV E YO U R S E R V I C E S

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At Serena, a 5 star hotel, we offer the luxury and level of service that come with that title. Each star is a measure of the comfort, hospitality and level of service that can only be provided by the best. In Rwanda we offer the highest quality of accommodation and service, be it in the capital Kigali or by the lakeside in Gisenyi.

Serena, for peace of mind, tranquility and service excellence.... A 5 star experience.

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UMWIZA BEATRICE I have been the Customer Services Manager at BCR since March 2005. But I have been in the customer service industry throughout my working life of 15 years

THE SERV ICE MAG A LL YOU NEED TO KNOW TO IMP R OV E YO U R S E R V I C E S

I think that excellent customer service is the ability of an organization to constantly and consistently exceed the customer’s expectations.

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P H O T O G R A P H Y B I L L M C C A R T H Y

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BEATRICE UMWIZA’S

THE TIPS ON CUSTOMER SERVICE IMPORTANCE Customer service is generally an & continuity. I also have to contribute OF A organization’s ability to supply in developing new products for their customers’ wants and needs. current and potential clients; handling CUSTOMER Customers and business managers customers’ complaints and training of alike like to talk about what good customer service is, but I think that excellent customer service is the ability of an organization to constantly and consistently exceed the customer’s expectations.

Accepting the above means that we are expanding our thinking about customer service. If we’re going to consistently exceed customer expectation, we have to recognize that every aspect of our business involves face-to-face customer contact.

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What has motivated you into doing your job well?

What motivates me to do customer service is the passion that I have in making customers feel pleased while interacting with them. I have strong interpersonal skills and I enjoy my work.

How do you deal with daily challenges?

I believe that nothing is impossible.

My wide experience in this area gives me enough capacity to overcome even difficult situations which sometimes can be challenging. Remember customer service is more of emotions that tangible things; it is what you leave in your customer’s mind that will make him come back. You are never given a second chance to give your first good impression.

How are your days?

My days are very active. I do what I describe as the “MBWA” meaning Management By Walking Around; this is in order to get the feel of what is happening in different service areas. I cannot sit in my office the whole day without going round to my customers and interacting with them.

What are your main activities?

My role as a customer service manager in BCR consists of developing a customer services strategy for my bank, overseeing the implementation this strategy; monitoring service delivery in order to ensure uniformity

staff.

BY MAHATMA GANDHI

What types of challenges do you face in these activities you have just described?

I am most challenged when I cannot find a solution to a problem for my customers, whether he is an internal or external customer.

How do you deal with stress?

Well, since I enjoy the work I do, I sometimes have to assist customers from my home and also take care of my family. Frankly speaking I think what helps me not to feel stressed is because I do not take it as a burden, but rather I enjoy it. Also, when am not working I walk to keep fit.

Your company was lately awarded

by RDB the Best Customer Service Award. What do you think made you win that prize?

Rwanda Development Board granted BCR with the Best Customer Care Award in Rwanda. This proves BCR’s leading role in service delivery. Whilst we remain proud and honoured to receive this award, this will not prevent us from improving on our services.

Taking care of our customers will remain our priority.

What advice do you have for service people in Rwanda?

People who are in position to take care of customers should not consider them to be a hindrance to their work.

Customers are rather the reason to the existence of the business: they pay our salaries so they deserve the best of our time.

I would also advise people who interact with customers on a daily basis in any industry, to be respectful, present themselves well, communicate, and always find ways of getting feedback from their customers in order to know their views on their services.

They should not take criticism or negative feedback personal.

A customer is not an outsider to our business. He is a definite part of it.

A customer is not an interruption of our work. He is the purpose of it.

A customer is doing us a favour by letting us serve him. We are not doing him any favour.

A customer is not a cold statistic; he is a flesh and blood human being with feelings and emotions like our own.

A customer is not someone to argue or match wits with. He deserves courteous and attentive treatment.

A customer is not dependent on us. We are dependent on him.

A customer brings us his wants. It is our job to handle them properly and profitably - both to him and us.

A customer makes it possible to pay our salary, whether we are a driver, plant or an office employee.

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FIRST IMPRESSION is Critical for your Business A Positive

BY EFUA HAGAN

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ach time we meet someone for the first time, he or she is going to assess us, whether it may be on a conscious or unconscious level. The reality is that it takes just seconds for someone to form an opinion about you based on your appearance, your conduct, your body language, and your dress code.

And yet while first impressions are made so fast, they are almost impossible to undo. Therefore it’s important that you communicate a good impression – I mean your authentic self on your first encounters.

Why? Because they will determine whether you will consequently experience the positive relationships you want.

What is a First Impression?

A first impression is the way you appear to a client or customer upon their initial contact with you, and for that matter anyone’s first impression is a major and crucial input to a potential client’s decision making process. If you have only one opportunity to make a first impression then why not make every effort to stamp your positive authentic self on the mind of your prospect? Read on to discover some effective ways to impress potential clients on your initial meeting.

Keep Time The first thing that you can do to dazzle your prospects is keeping to time. For an appointment of any kind showing up on time, if possible about five to ten minutes early would give you a big plus.

For instance, if you are scheduled to make a presentation, make that extra effort to prepare ahead of time and be in the conference room at least 10 minutes before your prospects begin to arrive.

Arriving early is the first step in creating a great first positive impression.

Your Appearance Matters Demonstrating that you care enough to look after your outward appearance communicates a sense of taste, responsibility and self confidence. This will help you to be trusted more easily by potential clients as they will come under the impression that you will approach a business proposition in a similar manner.

Since what you are may be linked to your business values, always do your best to communicate this alignment. Before you

NEED TO KNOW TO IMP R OV E YO U R S E R V I C E S

Believe it or not, your body language conveys more about you than your actual words.

Eye Contact Finally, let us talk about eye contact.

Eye contact is yet another form of body language. It communicates very different things to people of diverse cultures. In some cultures, not making eye contact implies that one is shy, rude or uninterested. In other cultures, avoiding eye contact when talking to an elderly person is seen to be a sign of disrespect.

However, in the corporate world, which has been highly influenced by the Western

Therefore, if you want your business to thrive, it’s essential that you make it a point to always make good first impression.

Confidence is the key, and everything you do or say should reflect that you are sure of yourself and are trustworthy.

Build yourself up to make great first impressions and let your prospects know right from the beginning that they won’t be making a mistake should they decide to use your services. ms.efuahagan@gmail.com

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Open body language makes you appear more approachable and trustworthy.

In addition to this you will feel more

YOU

Believe it or not, your body language conveys more about you than your actual words.

Your posture, facial expression and position of your arms and legs communicate messages to people, and most of the time you do this without even realizing it.

This means that before you say anything, people around you have already formed an opinion about you. Amazingly, body language accounts for more than half of your communication with the people you talk to. The other 45% refers to your spoken communication. Of this, the tone of your voice accounts for 38% and your actual words only amount to 7% of your communication!

The truth of the matter is that first impressions are important for business opportunities. It will gain you the trust and respect of potential clients.

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Your Body Language Speaks Volumes

A smile is an important expression that leaves a memorable impression on people.

It is perceived as a sign of warmth and friendship and for this reason, with a smile on your face, you will appear approachable.

Almost magically a friendly and confident smile will not only help you to relax, it will also have the same effect on the people you converse with. So smiling as effortless as you can is definitely a priceless bonus when it comes to making outstanding first impressions.

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You can’t meet potential customers or clients or attend a meeting without acknowledging people by offering a handshake! But how often have you shaken someone’s hand and in that moment, felt as though every bone in your own hand would shatter? Or, even worse, have you been given a handshake that was like a touch with no firmness whatsoever in it? A handshake is a sign of trust and helps build strong relationships. A firm, non- crushing grip will make you come across as being confident about the services you are offering.

A Smile Will Make A Positive Difference

culture, making a good eye contact is a strong indication that you know and understand what you are talking about.

Maintaining eye contact communicates that you are attentive to what the other person has to say, and in return you will gain respect and loyalty from clients.

Be aware, however, that certain cultures do not follow this corporate mainstream approach and may find maintaining eye contact offensive. Therefore if your work entails engagement with cultures that are very different from Western ones, I urge you to learn what eye contact communicates. Finding out about other norms and traditions in these cultures will also be to your benefit.

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Firm Up Your Handshake

comfortable and relaxed in any situation.

So always ensure that your body language makes you look open and accepting. To do this, avoid crossing your arms.

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decide on a dress code, consider the setting of the meeting or the event, and then go on to decide what the appropriate attire will be. For example, a business meeting held in an office may call for formal attire such as a suit. Alternatively, a smart casual look may best complement an occasion which is specifically organized for networking among business peers.

Imagine a man dressed in a suit but has an overgrown beard, or a woman in clean and tidy clothes but has messy hair. Personal grooming is important and should work alongside the way you dress in order to create a compelling first impression.

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THE TOP10 Things That Make A Good Manager

BY IRENE KAINDI

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Question To Ask Yourself:

What do I need to do to become a good manager?

The following are the top 10 things that make a good manager:

1. Acknowledge your staff When a member of staff does a job well, make sure you notice it, and acknowledge them for it. Do not let the opportunity to praise a piece of good work go by.

2. Never, ever, humiliate anyone on your staff team If you are annoyed with someone on your team, or they have done something wrong, make sure you keep your cool, especially in public.

If you humiliate someone, they will hold a grudge against you, and their work will suffer too.

3. Create a culture where mistakes are OK If you don’t make mistakes, chances are you are not stretching yourself.

If your staff are allowed to feel that mistakes are part of reaching for new highs rather than something to feel bad about, or shamed for, then they will take more risks on your behalf.

4. Remember personal details Take time to get to know your staff, who they are, who is important in their lives, etc. Be interested in them as people, not just as workers.

5. Don’t hide behind your position Be human and friendly with your staff – that way you will be able to support and encourage each other when things are tough.

6. Be approachable Allow your staff to feel that they can come and talk to you about sensitive issues, about inside – and outside – work difficulties, and that you will respect them, and not hold what they share against them.

7. Admit your mistakes If you get it wrong, say so. Managers do not have to be infallible. Your staff will respect you more if you are able to admit your mistakes, and then set about sorting out a solution.

8. Listen in such a way that your employees will talk to you Often people feel afraid of, or intimidated by management. Make sure you show people that you are willing to listen to what they have to say, that they are important and worthy of your time.

9. Be clear in your requests It is your responsibility to ensure that people understand your requests – so communicate clearly, and ask if people have understood what you are asking for.

10. Treat everyone respectfully and courteously at all times Particularly when there is a problem.

Everyone who works for you is a valuable human being who deserves respect. A manager is only as good as how she or he treats the people on her or his team.

Compiled from information from U.K.-based International Coach – Aboodi Shaby

TO KNOW TO IMP R OV E YO U R S E R V I C E S

The bad thing about this practice of “recommended” people is that they feel they are above the rules.

They consider themselves as “untouchables”. They think they can behave any way they want and the manager will still keep them.

While most employees may need a job, it takes more than just a regular wage to keep your staff happy in your organization. Offer them suitable induction training before sending them to the field.

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Hire for attitude and train for skill.

Unfortunately, in most family-owned companies and even in certain big corporations, companies are not very rigorous about hiring staff who qualify for specific jobs. They often recruit family members, friends, or people who are simply “recommended”.

So hire for attitude and train for skill.

Skills can be taught but attitude takes more time and energy to change. Look for the soft side of these people such as their mindset, attitude and personal attributes.

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Customer Service is all about Attitude, and when you are hiring staff to deal with customers directly, Attitude should be what you need to hire first.

The attitudes you should look for should have a perfect blend of energy, humour, passion, friendliness, openness, good appearance, and self-confidence that can match with your company’s customer-culture. Good contact employees are cool under pressure; they can make decisions quickly, and can even anticipate problems before they occur or become unmanageable.

When recruiting, note that WHAT people know is less important than WHO they are. Hire people with the right mindset.

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Customer Service is all about Attitude, and when you are hiring staff to deal with customers directly, Attitude should be what you need to hire first. For front desk staff, do not look at certificates and diplomas alone.

You might have people with good qualifications but who are very poor at dealing with costumers.

When you have to recruit these people who are relatives and friends, make sure they understand what you are expecting from them. Let them know that their salaries will come from each and every customer who enters your shop.

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You can’t build a great company without great people. No matter how good your products are, you need people who are able to create a positive emotional relationship with customers in order for them to sell your company products.

In Rwanda and in most parts of the world, finding good staff is one of the most difficult things you will ever have to do for your business, especially if it is a service providing company.

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BY SANDRA IDOSSOU

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HIRING YOUR CONTACT STAFF

Continuous training, performance reviews, monitoring, incentives are all factors that can contribute towards your employees’ satisfaction on the job.

And don’t be fooled into thinking that all employees care only about their salary. Over the last few years, job satisfaction has been creeping higher and higher towards being number one on employees’ “most wanted” lists. Create a favourable working environment for your staff.

As a manager, treat staff with respect.

Share information, encourage their ideas, make them feel trusted, valued and guided. You might not be able to offer a career path, but wherever possible, give employees ownership of the business. Let them feel part of it.

sidossou@theservicemag.com

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Always, remember that your staff is the most valuable resource for the growth of your business. Invest in them and your business will reap from them.

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MALAYSIA MAG A LL YOU NEED TO KNOW

BY CLARENCE FERNANDES

SERV ICE

A Malaysian Experience Of Excellent Customer Service

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The TAFI Convention which was attended by over 300 delegates had them all arriving at Kuala Lumpur International Airport the same morning, from various parts of India, and on different flights.

To start with, the Malaysian Airport Immigration authorities set up special counters in the arrival lounge to clear the delegates in the shortest possible time.

Once all the delegates had arrived, the Deputy Director of Tourism Malaysia drove me to the Immigration Headquarters in down-town Kuala Lumpur, a good one hour’s drive away. Here again, the immigration staff assigned to handle our delegation, worked right through their lunch break just to ensure that all 300 odd passports were duly stamped and the necessary immigration formalities were complied with.

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From the time the TAFI management confirmed the conference, the Ministry of Tourism and Culture in Malaysia went out of their way to ensure the success of the conference. What I would like to share with friends in Rwanda is how super customer service can set the trend even for a major event and ensure the complete satisfaction of one and all.

Each delegate had to just hand over his or her passport at one of the special counters provided and was cleared without any delay whatsoever.

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As the India Representative of SRS-World Hotels, we had successfully bid and won the contract to host a major Convention of the Travel Agents’ Federation of India (TAFI) at the Palace of the Golden Horses a member of the deluxe collection of the global sales, marketing and reservation Company.

IMP R OV E

It was way back in August 1999, when different government departments in the Malaysian capital city of Kuala Lumpur worked in perfect unison and served as a glowing example of excellent customer service.

The cycle of super customer service was then completed with the Deputy Director driving me back to the hotel with all the passports.

This country really won the hearts of all delegates and soon after the Convention there was a sudden increase in the Indian visitor arrivals into Malaysia – Truly Asia! clavinmarketing@hotmail.com

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WHAT I’M LOOKING FOR IN A RESTAURANT

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The topic of service in Rwandan restaurants has of course led to no end of discussion among friends and colleagues. We can concur that despite our varied cultural backgrounds, we almost have the same issues with the points below:

1. We want a friendly welcome and the menu presented to us, open at the drinks section.

We don’t know what your restaurant has to offer; perhaps you have great juices, or an imported beer that we like. Asking before we know what is available often leads to the default “Coca”. If we have ordered without the benefit of the menu, once the drinks have arrived we would like the menu without having to ask for it – preferably one each.

2. A comprehensible menu in English or French.

This should have enough light to read it. We have taken to bringing a torch to several restaurants where the ambient lighting is one step above pitch black. I recently saw a menu where a brochette was translated into English as a “schmer” – I have no idea what a beef “schmer” is and I certainly wouldn’t want to order one!

By Hazel O’Dea

3. Staff that is knowledgeable about the menu, or has at least read it!

At a Kigali Chinese restaurant recently we were unsure of an item on the menu, and asked what it was (Fish? Poultry?

Vegetable?) complete with hand actions.

Our waitress looked blank, walked off and came back a few minutes later with the answer: “It’s Chinese food”!

4. Waiters to clearly tell us if there are any specials, or if any of the menu is unavailable What’s really disappointing is to have spent time perusing a menu and finally making a choice, only to be told it’s not available. It’s fine if there is no tilapia; really we understand that getting reliable quality supplies might be a problem.

5. All the diners receive their meal at the same time.

Who hasn’t sat there, stomach growling, as you say to your companions, “Go on, start without me while it’s still warm”.

We go out as a couple or as a group to eat together, it’s not supposed to be a relay!

6. Discreet service where the waiting staff are keeping an eye on the tables in their section A huddle of staff chatting in the back, or the lone waiter watching your every mouthful and almost chewing for you.

7. Table is cleared when all diners have finished Over-fussy waiters removing one empty bottle or plate at a time, leaning over diners, and disturbing the flow of conversation.

This is also the appropriate time to ask whether we would like the menu to look at dessert choices, or a coffee.

8. Promptly bringing the bill Once I have finished my main meal, and have declined dessert and further drinks, I want to pay, and leave. I don’t want to try and catch the waiters’ eye in vain.

I don’t blame the waiters entirely. It is surely up to the owners of a restaurant to set the tone, and to clearly spell out to the restaurant managers the level of service that is expected. hazelodea@gmail.com

THE SERV ICE MAG A LL YOU NEED TO TO

Papyrus (5 stars): Our favourite restaurant and a short walk from home, Papyrus serves wood-fired pizzas and home-made pasta. Their menu is in French and English, and they have a good selection of wines, including some inexpensive South African choices. The pasta ranks above L.A. restaurants.

Heaven (4 stars): Heaven has some excellent mixed drinks but are quite spendy ($10). The food is pretty good and has a more American-style cuisine with American prices. The restaurant is set outside on a giant deck with a view overlooking the city.

Shokola (5 stars): This Middle Eastern restaurant features fresh fruit juices, good tea selection, Mexican food on Sundays, hookah, and couch seating.

Flamingo (4 stars): One of the few Chinese restaurants in the country, Flamingo is nearby and the second floor has an excellent view. The menu is very extensive, including “in pineapple dishes” (literally food served in a pineapple), and it includes rare spicy options. Flamingo also features randomly fast take-out and delivery.

Sole Luna (3 stars): One of the few restaurants that offers home delivery (at least to the US Embassy), this eatery offers pizza, pasta, and a killer calzone.

We prefer both prefer Papyrus over Sole Luna, but it’s still pretty good food.

Bourbon Cafe (3 stars): Think of Starbucks in Africa. This restaurant/ cafe has coffee, tea, blended drinks, and wireless internet. The food is okay, but the blended coffee drinks are quite good.

Executive Car Wash (1 star): Jennifer tried to order a Smirnoff Ice and received nestle instant coffee. Three hours later we were served a very chewy goat kabob.

The goat carcass was hanging in the kitchen window. http://www.travelblog.org/Africa/Rwanda

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Lalibella (4 stars): At this traditional Ethiopian restaurant, you get pizza-sized sourdough pancakes and then your choice of saucy stews. No utensils are provided. The restaurant is close by and features a nice garden setting.

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Africa Bite (4 stars): Also located in our neighbourhood, Africa Bite offers very reasonably priced local cuisine.

This includes goat kebabs, french fries (aka chips), chapatti (Indian flat bread), and bananas. We discovered the Rwandan equivalent of pico de gallo called kachumbali, which combined with chapatti and beef kebabs equals Mexican tacos.

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Some general restaurant info: Customer service in restaurants is the main area for improvement. Eating out takes between 1 and 2 hours (or more), and many menu options are not actually available. There is a great variety of quality for the food and the wait staff.

Most of the eateries make great use of outdoor space with the majority of the tables set out on patios.

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EXCERPTS OF TRAVELBLOG.COM ON SERVICE IN KIGALI RESTAURANTS

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My Experience At The Croix Du Sud Hospital

BY BELINDA FORBES

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a Croix Du Sud Hospital is situated on the same road as the entrance to Chez Lando in Kigali. I was there today and had an extremely positive experience

I found it extremely clean and very attractive. It had modern up-to-date equipment.

I paid RWF 5500 for a book and a consultation.

Dr Emmanuel spoke good English and had very good interpersonal skills. He did appropriate tests by taling my blood pressure, temperature, heart rate. He then listened to my lungs and gave me a tummy prod here and there.

I have flu like symptoms, so he wanted to check to typhoid and malaria, and took a blood sample to the on site lab and the results were done in half an hour. The blood tests were 21 000RWF.

There is a place for you to bring and plug in your TV in the room, and they also have VIP rooms that are HUGE and have sitting and dining room furniture in them!

He then showed me around the hospital.

They have a gynecology and pediatric sections, operating theaters with internal medicine section, X ray facilities and a Maxillo- Facial Dentist who has state-ofthe-art equipment.

I was diagnosed with flu. I wanted to share my experience for Rwandans and expatriates living here in Kigali because many still wonder what they would do and where they could go to if they were sick. Just wanted to reassure you that this hospital is a good one because I have heard horror stories about King Faisal and other hospitals in town.

They also have a casualty section, and he showed me the hospital rooms which were RWF25 000 for a room per night if you don’t have insurance. I don’t think you get food there but there is a restaurant from which you can order your meals from the phone next to your bed!!

It was a very pleasant experience and I would recommend it!! bbaard@yahoo.com

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Le client est toujours roi!

Vraiment?

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ui n’a pas entendu à maintes reprises ce célèbre adage “ le client est toujours roi.”

Ce discours, on y a eu droit en prenant son taxi, en allant chez sa coiffeuse, en achetant son pain, encore mieux en allant manger dans un restaurant.

Cet adage semble s’effriter de nos jours, du moins selon beaucoup de clients. Il semble aujourd’hui que la loi qui règne est plutôt la loi du “profiter au maximum du client”.

En effet, la majorité des commerçants ne cherche pas à fidéliser leurs clients mais à les attirer le plus possible pour réaliser seulement plus de bénéfices.

On a l’impression que la culture de la fidélisation du client demeure assez inconcevable pour les commerçants, du moins ceux de petites tailles et ceux qui offrent des produits et services où la demande est très forte.

« Se faire petit » si on en veut « un peu trop » Saurez-vous dire ce qu’il y a de commun entre l’électricien qui vous pose un lapin, sans même vous prévenir, pendant que vous l’attendez pour réparer l’ampoule de la salle d’études de vos enfants ? Et le comportement nonchalant du vendeur du supermarché, de l’agent administratif qui vous traite avec dédain, sans oublier l’opérateur de GSM dont les pratiques

commerciales vous exaspèrent en tant qu’abonné ?

Ce qui est commun ? C’est le constat assez clair que l’on fait aujourd’hui: le client roi, on peut l’oublier ! Disons plutôt que le client est roi selon l’endroit où il se trouve mais surtout en fonction de comment il est habillé ou ce qu’il laisse transparaître.

Les commerces de proximité (vendeur de pain, le taxi, l’artisan, le plombier, électricien ou autres) sont tellement débordés qu’ils peuvent se permettre le luxe d’envoyer aux orties le client qui commence à exiger « un peu trop. » Dans les services publics, l’usager, disons-le clairement, est carrément devenu une victime qui ne doit pas se plaindre, ni revendiquer sous peine de voir son dossier disparaître. Combien de fois, ne nous sommes-nous pas trouvés maltraités, jugés, jaugés juste pour un acte de naissance dans un service public ?

Dans le secteur privé, même topo. Les entreprises, comme les opérateurs de

THE SERV ICE MAG A LL YOU NEED TO KNOW TO IMP R OV E YO U R S E R V I C E S

téléphonie mobile par exemple, sont quant à elles, tellement orientées vers les gains excessifs, économies sur tous les points de dépenses que la qualité du service rendu s’en trouve très affectée.

Résultats ? De nos jours, on constate que le client doit faire face à des attentes infinies, sans délais, à des injures pour une réclamation, des engagements et des promesses non respectées. Il se fait avoir sur tous les plans : le plus petit service lui est facturé, il n’a même plus le droit de réclamer et encore moins de poser des questions. Il doit également faire face à l’inconscience professionnelle de plus en plus grandissante.

Il subit les humiliations morales qui peuvent dévier en agression physique selon le contexte (marché, étalages, …)

Au final, le client doit « se faire petit » pour obtenir satisfaction même s’il est dans ses droits alors que le moindre service, autrefois gratuit, devient payant.

A quand les lois protègeant les consommateurs lésés dans leurs droits ?

Viendra t-il le jour où les entreprises, grandes et petites, le commerçant, l’artisan mettront réellement le client au sein de sa politique commerciale ? Il est certes important que ces acteurs économiques, quelle que soit leur échelle, comprennent que leurs boutiques ou commerces grandissent ou existent parce qu’il y a des clients qui y viennent, qui y achètent et qui, donc, contribuent à leur ascension.

Quand est-ce que le commerçant, la vendeuse de pagnes ou de pain, comprendra que le client peut regarder ses produits, les toucher et demander tous les prix qu’il veut sans être obligé d’acheter ? Quand est-ce que le vendeur du prêt-à-porter comprendra que le client a le droit de réclamer l’échange d’un vêtement quand il se trompe par exemple ?

Dans la conjoncture actuelle, il n’est pas facile d’attirer de nouveaux clients, ni de les garder mais il est assez facile de les respecter. Alors, rendons au client ses droits et sa place de ROI afin que le commerce prospère. hdsilva23@gmail.com 35

Les associations de consommateurs ou sociétés civiles qui arrivent à crier, le font, mais souvent dans le vide.

Pourtant, il est important que la prise en compte de l’intérêt du consommateur soit réel et ne soit plus considéré comme un frein. Le commerçant doit veiller à ce que son client se sente bien servi et réellement roi, en utilisant toutes les formules de politesse possibles et en lui donnant des conseils lorsqu’il en a besoin. Le taximan, le coiffeur, le mécanicien, pour ne citer que ceux-là, doivent également veiller à ce que leurs produits soient de bonne qualité, de même que leurs services.

3 6 S E R V I C E S YO U R IM PR OV E TO K NOW TO N EED YO U ALL M AG SE RVI CE T HE

Please pay us a visit at Union Trade Center Number 2.8 For reservations call: 078 862 0505 or 078 851 9455 Mme Claire Nkulikiyimfura

TO IMP R OV E YO U R S E R V I C E S

5. The gym is as well-equipped as any pricey health club in the States and the staff are welcoming, with a smile, towel, and water.

6. The décor – vibrant African motif but with luxe touches that put any RitzCarlton to shame. Plush, thick towels; high-quality toiletry items; incredibly comfortable bedding. The room is an oasis.

I very much hope I am lucky enough to return to Rwanda. If I do, I’ll surely book a return stay at the Serena. laufmanj@gmail.com

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dmfarag@yahoo.com

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Over all, good, bad and amusing service is what you get here, and love the country for it.

4. The lovely wait staff in the restaurant have also greeted me by name, each morning, and remember that I take their ethereal Rwandan coffee black.

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When my husband and I want to communicate with service people, they will almost reply ‘no French, English please;’ but when we speak English, there is very little flow of information.

This problem persists in many restaurants and outlets and service on

3. He also arranged for a “takeaway” breakfast for my 0430 departure to the gorillas park up north.

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So then we had our belongings, a beautiful house in a beautiful district, made great friends and led a happy and comfortable life in Rwanda.

It is also a very welcoming feeling when your suggestions or ideas for improvement are implemented or at least seriously considered. And this is a privately-run small business, so you would assume that a larger establishment would have an even better idea of customer service.

Well that was not our first experience in one of the fanciest places in Kigali.

2. The concierge went out of his way to extend my check-out time on my last day (evening flight to Brussels)

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Now trust me, after a ten-hour trip I wasn’t ready for a marathon either, but still I was very amused and of course had to totally slow down to walk with her.

I have to give her credit though, because she did do a very good job afterwards of taking my contacts, following up on our affairs, contacting me once our stuff arrived and facilitation of its release.

First of all it is located in a beautiful area of Kigali and then we walked in to find a trendy, tasteful and clean place. The staff is always smiling, very professional and friendly; nothing makes you feel better than walking into a place and feeling like a regular on your second visit. They offer refreshments and even though it’s not among what they offer they always provide me with my favourite drink, chilled! It’s an enjoyable relaxing way to spend your morning or afternoon getting pampered and having a friendly conversation with the people who run the place.

1. The door man has greeted me BY NAME each morning.

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remember the first day we arrived. On inquiring about our unaccompanied luggage, I was given a lovely local young employee to help me. She smiled, spoke English, looked at my papers with interest, and asked me to follow her. ‘How delightful,’ I thought; but as I started to walk beside her I noticed that she was already almost 10 steps behind, and continued to walk at the slowest pace ever.

I normally spend the first five minutes trying to establish who will take charge of our request. Another problem is that they are also sometimes very reluctant or slow in disclosing that information, and I still have to try and be polite with them, which can be tough sometimes.

Before you continue reading I have a confession to make; I am one of those girlie girls who likes to get pampered, so when I heard about a new spa opening up in Kigali, I was super-charged to check it out with my fellow girl friends.

And we were not disappointed!

My observations, after 5 days here at the Serena, are: the staff is clearly trained to put customer comfort first. The reasons are:

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BY DALIA FARAG

many occasions is disappointing because of that.

SERV ICE

An Expatriate’s Experience Of Service In Kigali

Judy Laufman, a first-time visitor to Rwanda from the suburbs of Washington, DC:

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Six reasons why I will surely come back to Rwanda

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THE SERV ICE MAG A LL YOU NEED TO KNOW

2. Aya mahugurwa yamfashije kumenya agaciro kumu client n’ukuntu agomba gufatwa.

Shyaka Raoul Cashier 3. During the Customer Service training that was offered graciously to us by BK, I learnt how to have a positive attitude and

7. What I learnt from this training is the ABC of Customer Care. A for Attitude, B for Behaviour and C for Competence.

From now on, I’ll surely improve those three important ingredients of good service.

Kananga Phiona Credit Analyst

5. The training was motivating and fun. I learnt to be careful which image I give to people who come for my services.

Customers see everything and they deserve the best.

Martin Murenzi Branch Manager Huye

8. Being proactive, smiling, thinking outside the box and developing a positive attitude in order to satisfy our customers……Those words are now deep-rooted in me. Thanks to this training, I feel empowered today and ready to achieve our corporate objectives.

Hubert Rutage Ruzibiza Treasury & International Operations

6. Cette formation m’a ouvert les yeux. Je comprends mieux maintenant pourquoi

Compiled by Shei Enz Consulting info@sheiconsulting.com

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1. Aya Mahugurwa yamfashije kwakira abakiriya mbishimiye, kandi bose mbafata kimwe Kaneza Brigitte Customer Service Agent

4. Cette formation était plus que la bienvenue. Même dans nos branches à l’intérieur du pays, le client a droit à un bon service. Nous devons être à son écoute, le respecter et lui donner le service digne d’une Banque comme la BK. Mukagasana Esperance Branch Manager Rwamagana

les clients se plaignaient. Ils sont nos patrons et nous devons les servir avec toute l’attention nésessaire. Sans eux, nous n’existons pas.

Livingstone Kubwayezu Branch Manager Gisenyi

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Below are some of the comments received from participants when The Service Mag questioned them about their training experience:

spread it around. I can now put myself in the shoes of the customer. With this knowledge, I have no doubt that we will improve on our services for a better image of our Bank and of Rwanda as a whole.

Rugema Linda Customer Service Staff

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Bank of Kigali aspires to be the leading provider of the most innovative financial solutions not only in Rwanda but in the region as well. In order to prepare its staff for this target, BK trained its staff in February and March 2010 on the Importance of Customer Care.

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Banque De Kigali Trains Staff on Customer Care

RWANDA COFFEE DEVELOPMENT AUTHORITY RWANDA ANNOUNCES THE 2ND CUP OF EXCELLENCE COMPETITION IN AFRICA

AUGUST 2010

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AKAMARO K’UMUKIRIYA

BY MAHATMA GANDHI

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Mahatma Gandhi yagize ati: “Umukiriya si umuntu utagira aho ahuriye n’ubucuruzi bwacu ahubwo abarirwa mu babugiramo uruhare.

Serivisi Ihagije Ku Mukiriya U Rwanda ni igihugu kizamukana umuvuduko mu bikorwa byacyo kugira ngo kizagere ku ntego cyiyemeje mu cyerekezo 2020. Muri iki gihugu tuhasanga amahirwe menshi yo gukora ubucuruzi dore ko bugenda bwiyongera uko bwije n’uko bukeye. U Rwanda rwinjiye mu muryango w’Afurika yunze ubumwe y’iburasirazuba ibyo bikazatuma hafi buri rwego rurangwa n’ishyaka ryo gupigana

tugenderaho muri iki gihe bushingiye kuri za serivisi. Byagaragaye ko bikubye incuro eshanu kubona umukiriya mushya kurusha kugumana umukiriya uhari usanzwe uha serivisi nziza.

Ariko ikibabaje ni uko baba abanyamahanga ndetse n’abanyarwanda ubwabo hari ibintu bagenda bijujutira ko bitagenda neza. Ku bakora ubucuruzi, gutanga serivisi nziza biri mu bintu by’ibanze batangiye kwitaho. Ibiri amambu Leta y’u Rwanda yatangiye gukangurira abaturage mu gihugu cyose ku kamaro ko gutanga serivisi nziza ku bukungu bw’igihugu muri rusange.

Kuva uyu munsi twiyemeje kongera imbaraga mu kongera ubumenyi n’ubuhanga bizadufasha gutanga serivisi nziza kandi tukazatungurwa n’uko umusaruro uturuka kuri serivisi uziyongera. Izina n’ibikorwa byawe bizakomeza byamamare ndetse binatere imbere. Nugira gahunda nziza yo kwita ku bakiriya, bazagufasha kwamamaza ibikorwa byawe banakubere n’intumwa ziguhagarariye aho babarizwa. Kuva uyu munsi turagusaba gufata icyemezo cy’uko ugiye guhindura imikorere ku buryo abakiriya bazajya bagenda bakuvuga neza ndetse bakuratira incuti n’abavandimwe babo.

Ese twavuga ko serivisi ari iki? Ni iki kiranga serivisi, ese abakiriya baba bategereje iki ku ubaha serivisi, ni ubuhe buryo bwiza abantu batangaho serivisi?

Gitanga serivisi nziza ni pfundo riteza imbere ubucuruzi. Ubukungu

Iyo uhaye umukirirya serivisi nziza bituma yumva yishimiye kugaruka nawe noneho akazabiganira n’inshuti ze, n’abavandimwe ko utanga serivisi nziza bityo bakakuyoboka bose.

Umukiriya si umuntu uturangaza mu kazi kacu, ahubwo ibyo dukora ni we bigenewe.

Umukiriye aba atugirira neza iyo adusabye serivisi. Si we tuba tugirira neza.

Umukiriya ntitugomba kumurebera mu ndorerwamo y’ibarurishamibare ahubwo ni umuntu ufite umubiri utemberamo amaraso akaba ari umuntu wishima cyangwa akarakara akagira amarangamutima nkuko twese duteye.

Umukiriya si umuntu tugomba guterana amagambo cyangwa ngo turyaryane ahubwo ni umuntu tugomba kwakirana urugwiro.

Si twe dutunze umukiriya ahubwo ni we udutunze.

Umukiriya atugana atubwira icyo akeneye, twe tukaba dufite inshingano zo kubimugezaho neza bitabangamiye inyungu zacu twese byaba kuri twe ndetse no kuri we.

Umukiriya ni we utuma uhembwa waba uri umushoferi, waba uri umuhinzi cyangwa se umukozi wo mu biro.”

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Shei & Enz

MAG A LL YOU NEED TO IMP R OV E YO U R S E R V I C E S

A I M I N G AT C O N S I S T E N T P E R F O R M A N C E

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P.O.Box 3425 Kigali RWANDA / 01 BP 4259 Cotonou BENIN / P.o.Box 14536 Accra GHANA info@ sheiconsulting.com www.sheiconsulting.com

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Training Marketing Mystery Shopping Recruitment & Staff Outsourcing Image Consult

ADVERTISE YOUR PRODUCTS & SERVICES +250 788 781 562 +250 788 746 061 advert@theservicemag.com www.theservicemag.com

SERVICEMAG THE

ALL YOU NEED TO KNOW TO IMPROVE YOUR SERVICES

41

Waiter’s Race 2010

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PAR DIANA RAMAROHETRA

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Pour cette première édition, RHD Communication a mis l’accent sur le service rapide et de qualité dans les res taurants et les hôtels dans la ca pitale rwandaise.

Ainsi, le 14 février 2010 à 9h40, 49 concurrents do nt 8 filles se sont lancés da ns une marche effrénée de prè s de 2 kilomètres. Munis d’u n plateau chargé d’une petite bo uteille de Primus fermée, d’un ve rre de bière et d’un verre de jus, les candidats ont rivalisé d’adresse

et de vitesse, en partant de l’Hotel Chez Lando vers Top Tower Hotel.

Fatigués, éreintés, parfois déçus, les serveurs et serveuses ont démo ntré que leur métier n’est point un simple exercice mais relève d’u ne véritable endurance physique et requiert une agilité dans le service sans oublier une présentation sans faille.

Sur ces critères et après décompte des points, en voici les résultats :

P H O T O G R A P H Y I N N O C E N T N I Y I B I Z I

Results Best Waiter: 1 2 3

Felcian Mupenzi from Serena Hotel Benjamin Boneka from StippHotels Jean Bosco Hitimana from Beau Séjour Hotel

Best Service: 1 Serena Hotel 2 Beau Séjour Hotel 3 StippHotels and Hill Top Motel

Best Waitress: 1 2 3

Agnes Uwamwezi from Serena Hotel Kayitesi Alice from Beau Séjour Hotel Mukasekuru Elodie from Hill Top Motel

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9 2 Préparation minutieuse des plateaux 3 Prêts pour le départ ?

4 Duel de filles sous le regard du contrôleur.

5 Derrière, la police veille.

6 Allez, allez, courage !!!

7 Fatigués messieurs ?

8 A présent, il est temps de découvrir les résultats.

9 Jean Charles Wibin de Beau Séjour Hotel (2nd Best Service) et Clare Akamanzi de RDB Customer Care

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SPONSORS

SERVICEMAG CONTRIBUTING THE

ALL YOU NEED TO KNOW TO IMPROVE YOUR SERVICES

DIAMOND Caisse Sociale Du Rwanda

PLATINUM Ecobank Rwanda Bralirwa Serena Hotel Sulfo BCR Rwandair Shei & Enz Consulting

GOLD

Publisher Sandra Idossou sandraidossou@theservicemag.com sandra.idossou@sheiconsulting.com Marketing Executive & Partner Anita Haguma Art Director / Design & Layout Julius Kwame kwame.freelancedesign@gmail.com +250 722 111 222 / +250 750 374 108

Fina Bank BRD Kenya Airways DHL

Editor David Gusongoirye Editing Solutions Inc. editingsolutions.inc@gmail.com

Bronze

Kinyarwanda Translation Gaspard Habarurema

Tele 10

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Editing Team Diana Ramarohetra rhd_communication@yahoo.com Sandra Idossou Advertising Jean Paul Uwayezu +250 788 74 60 61 jpuwayezu@theservicemag.com Marie Sebatigita +250 785 18 58 88 msebatigita@theservicemag.com Chantal Murebwayire + 250 788 76 95 55 cmurebwayire@theservicemag.com Boris Habimana + 250 728 00 00 70 bhabimana@theservicemag.com Contributors Hermine Sylva Clarence Fernandes Ezechiel Ouedraogo Efua Hagen Dalia Farag Hazel O’Dea Irene Kaindi Institute of Political Analysis & Research (IPAR) Photography Bill McCarthy billmccarthy33@gmail.com Sonya Melescu smelescu@gmail.com Printed by ???????

Print Copies 5,000

NATIONALITIES

11 is the number of nationalities of contributors to this First Edition: Benin Burkina Faso Egypt France India Ghana Madagascar Netherlands Rwanda South Africa USA

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