Issue 17: Mar — May 2014
www.theservicemag.com
The Myth of Multi-tasking
Pourquoi les clients achètent-ils vos produits ou vos services Abakiriya na bo basabwa kugira ikinyabupfura
CORAR Leading Insurance Service Excellence
FOCUS: BURUNDI, A LA DÉCOUVERTE DE BUJUMBURA
contents Customer Service 12
A Remarkable Customer Service Team
21
Make Excellence Your Goal
36
Has the Customer Care Phenomenon Stack
THE SERVICEMAG BEST SERVICE PROVIDER SURVEY 2013
58
Fashion
56
Sales and Marketing 14
Pourquoi les clients achètent-ils vos produits ou vos services?
15
Avez-vous un client satisfait ou un client loyal?
16
Brand Best Ambassador
Business Management 17
The Myth of Multi Tasking
20 31
Uko gufata no kwakira neza abakiliya bishobora guhindura ubucuruzi bwawe
33
Ni byiza kumenya icyo abakiriya bawe batekereza ku byo ubagurisha
34
Concentrez-vous sur ce que le client désire.
18
Advertorials 08 Infractures en Afrique 26
RDB: IFC impressed by Rwanda’s continuous improvement of the business environment
38
CMA - Your Ideal Capital Mobiliser
44
SONARWA - Dynamic Changes
15
Roca Golf Hotel - Bujumbura
16
RDB - Guhana Hana Amakuru ni Ingenzi Mu Itangwa Rya Serivisi Nziza
On the Cover Issue 17: Mar — May 2014
Chez Lando Hotel
www.theservicemag.com
The Myth of Multi-tasking
Pourquoi les clients achètent-ils vos produits ou vos services Abakiriya na bo basabwa kugira ikinyabupfura
ICT
CORAR Leading Insurance Service Excellence
FOCUS: BURUNDI, A LA DÉCOUVERTE DE BUJUMBURA
CORAR’s Managing Director posing with a customer
46
See What’s Hot on the Fashion Page
A la découverte de Bujumbura
50
8 Ways to Attract Good Followers on Social Media
PLUS: Ask Our Lawyer, Your Well Being Matters, At Your Service, Youth Talk, They Wowed Us, Pictorial The SERVICEMAG Mar -May 2014 | 3
PUBLISHER’S
NOTE Publisher Sandra Idossou: sidossou@theservicemag.com Managing Editor Marie-Ange Rukundo: marie-ange@theservicemag.com Online Editor Simon Corden: simon@theservicemag.com Design & Layout Edward Matovu: edward@theservicemag.com English Editor Aryantungyisa Otiti: aryantu@theservicemag.com Kinyarwanda Editor Gaspard Habarurema: gaspard@theservicemag.com
Burundi,
here we come!
H
French Editor Diana Ramarohetra: diana@theservicemag.com Marketing Consultants Bea Umwiza: +250 788 304 226 Eva Gera: +250 782 029 803 Joelle Gasasira: joelle@theservicemag.com +250 788 781 562 Photography photos@theservicemag.com Contributors Josepha Mukayiranga, Gloria Iribagiza, Francis Egbuson, Bonnie Kim, Anthony Gitonga, Faustin Niyigena, Thomas Oppong, Sandra Idossou, Steva Nzaramba, Gandonou S. Marcelin, Eric Dusabimana, Eddie Heh, Kathia Manirakiza, Josselin Bremaud, Eugene Sibomana, Dr. Rachna Pande, Efua Hagan, The following organisations supported us in producing this issue: CORAR, Skol, RDB, RwandAir, Bralirwa, Milles Collines,
Disclaimer: The opinions, articles and photos in The ServiceMag and The publishers or their agents. While every care is taken to ensure the accuracy in preparing this or errors in articles and pictures. The ServiceMag Rwanda Tel: +250 788 781 562 eMail: info@theservicemag.com advert@theservicemag.com www.theservicemag.com KNOWLEDGE IS POWER
4 | The SERVICEMAG Mar - May 2014
PANORAMA F I N E
C U I S I N E
HOTEL DES MILLE COLLINES
Readers’ Letters IMANA IJYE IHE UMUGISHA INYANDIKO ZANYU Nkunda inyandiko zanyu. Zimbera isoko y’imbaraga kandi ntekereza ko mwagakwiye gutangiza amahugurwa ku rubyiruko na ba Rwiyemezamirimo abafasha gusubizwamo imbaraga zo gukora. Mubereye umugisha igihugu kuko ikinyamakuru nk’iki cyanyu kirimo inkuru zubaka kandi zitagira ikiguzi ni umugisha. Ndabasabira ku Mana ngo ibarinde kandi ikomeze ibamurikire mu byo mukora.
Mettez les adresses pour vos articles dans la page Fashion
J’aime beaucoup ces 2 pages sur la mode et j’aimerais bien pouvoir contacter les magasins qui vendent ces produits. Pourriez-vous y rajouter les adresses ? Jeanine Umulisa
Umulisa Donatien
I was
Abatwandikiyeku ku byo twabatangarije Mu Rwanda, benshi binubira guhabwa serivisi mbi bikagaragara nkaho nta hantu na hamwe wasanga serivisi nziza inoze. Niyo mpamvu nishimiye iyi paji aho mutwandikira mutubwira ibigo muzi bitanga serivisi nziza. Icyo nicyo dukeneye kugaragaza, mudufashe mutwoherereza inkuru zivuga bene ibyo bigo muzi si ngombwa kuba ibigo binini n’ibigo bito by’ubucuruzi mwabitugezaho.
SVP, venez faire ce magazine au Burundi
I l ove your Tweets
They are so engaging, informative, educative and sometimes even very funny. I wish you could also tweet in the other 2 languages as your magazine. Keep it up tweep. Desire Kamanzi, Kigali
Tres bel article sur l’avenir de l’Afrique
Beaucoup d’Africains pensent que leur avenir se trouve en Europe ou en Amerique! Et pourtant ils oublient que c’est en Afrique que se trouve toutes les richesses du monde! Merci beaucoup a vous Sandra de nous avoir eclairci a ce sujet! Cordialement.
We need more of this... Jean Kabenda
The mag is a Bang!
Magazine I was pleasantly surprised on the in-depth quality of the articles. Your very informative and knowledgeable reporters make the theme of customer service engaging and fun to read. Great multilingual approach to the articles as well.
which can be quite distracting for the reader. I would like to suggest you improve this.
It’s great to hear encouraging stories that highlight successful customer service experiences and best practices. We need more of this in Rwanda. As a diaspora reader, magazines and articles such as this motivate us more to return to Rwanda to invest and contribute in the development of the country. Thanks. Dukomeze!
Reader, Canada
Reader, France
The Service Mag is an attractive magazine by appearance. The cover picture is clear, colourful and of high quality. The quality of paper used to print the magazine is very impressive as well. The
6 | The SERVICEMAG Mar -May 2014
Afrique 50
P
© AfDB 2013 – DESIGN CERD/YAL
our accroître le taux d’exécution des infrastructures en Afrique, il importe de porter une plus grande attention à la préparation et au développement des projets y relatifs ainsi qu’aux instruments financiers spécialisés, ceci, pour répondre aux défis spécifiques du marché. En 2012, Les chefs d'Etat africains ont, dans leur déclaration du Programme de Développement des Infrastructures en Afrique (PIDA), appelé à des solutions innovantes pour faciliter et accélérer la réalisation des infrastructures. En réponse à cet appel, et après une large consultation avec les acteurs africains, la Banque africaine de développement (BAD) a proposé la création d'une nouvelle structure financière appelée Afrique 50. Afrique 50 est le fruit de l’expérience et de l'innovation. Cet instrument vise à mobiliser le financement privé et à accélérer la réalisation d’infrastructures en Afrique afin de créer une nouvelle plateforme pour la croissance africaine. Afrique 50 va se focaliser sur des projets ayant un grand impact sur le plan national et régional dans les secteurs de l'énergie, du transport, des TICs et de l'eau. Afrique 50 sera orientée vers le développement, tout en demeurant une entité commerciale. Il sera à la fois complémentaire et légalement indépendant des organismes financiers de développement existant en Afrique. Les décisions opérationnelles seront prises par une équipe sélectionnée uniquement pour ses compétences techniques et managériales. Afrique 50 se focalisera sur deux secteurs : le développement de projet et le financement de projet. Afrique 50 a comme principal objectif de raccourcir les délais entre la conception du projet et la clôture financière. Afrique 50 a été conçue à partir des succès connus récemment par la BAD. La Banque a, en effet, réussi à surmonter les problèmes qui se posent généralement en début de projet en mobilisant le sou-
tien politique pour les réformes nécessaires et en déployant des experts qualifiés pour travailler aux côtés du gouvernement. Pour réaliser les projets d’infrastructures en cours en Afrique où le PIDA est impliqué, Afrique 50 aura besoin de 10 milliards de dollars de fonds propres, tout en attirant un capital global et local d'une valeur de 100 milliards de dollars. Pour commencer, Afrique 50 ambitionne de collecter 3 milliards de dollars de fonds propres pour être crédible devant les gouvernements, les promoteurs privés et les marchés financiers. En fonction des financements nécessaires et des projets en cours, Afrique 50 augmentera sa capacité de financement en mobilisant du financement par emprunt auprès des marchés de capitaux internationaux. Pour assurer un accès fiable à ces marchés tout en offrant une flexibilité opérationnelle, Afrique 50 vise la note d'investissement A. En tant qu'institution financière à caractère commercial, Afrique 50 cherchera aussi bien à préserver et fructifier son capital de base qu'à fournir des bénéfices aux actionnaires. Il y aura trois grands groupes d'investisseurs: i) les pays africains, ii) la BAD et autres acteurs financiers de développement et iii) les investisseurs institutionnels comme les fonds souverains et fonds de pension. Le capital-investissement détenu par les pays africains est un critère important dans la stratégie d'Afrique 50. Il s’agit, en effet, d’un signal fort pour les acteurs financiers et du développement sur l'engagement des pays Africains pour faire face aux risques non financiers de l'exécution des projets d'infrastructures en Afrique, telles que les réformes ou structures de régulation inadéquates, les décisions politiques défavorables, etc. Afrique 50 sera totalement opérationnelle au premier trimestre 2014.
www.afdb.org
Africa50 Infrastructure Fund
I
ncreasing the rate of infrastructure delivery in Africa implies a greater focus on project preparation and project development as well as specialized financial tools to address specific market challenges. In 2012, African Heads of States in their Declaration on the Program for Infrastructure Development in Africa (PIDA) called for innovative solutions to facilitate and accelerate infrastructure delivery in Africa. In response, and after broad consultations with African stakeholders, the African Development Bank has proposed the establishment of a new delivery vehicle called Africa50. Africa50 is the result of experience and innovation. The vehicle aims at mobilizing private financing to accelerate the speed of infrastructure delivery in Africa, thereby creating a new platform for Africa’s growth. Africa50 will focus on highimpact national and regional projects in the energy, transport, ICT and water sectors. Africa50 is to be structured as a developmentally-oriented yet commercially operated entity. It will be complementary to and legally independent of existing development finance bodies in Africa. Accordingly, the operational decisions will be made by a management team selected solely on technical merit and demonstrated managerial competence. Africa50 will establish two business segments: Project Development and Project Finance.
© AfDB 2013 – DESIGN CERD/YAL
Africa50’s critical objective is to shorten the time between project idea and financial close. Africa50 builds on AfDB’s
recent successes in overcoming early-stage bottlenecks to infrastructure projects, mobilizing political support for necessary reforms, and deploying skilled experts to work along-side government. To deliver on Africa’s current infrastructure pipeline, including PIDA, Africa50 will need an equity investment of USD 10 billion, thereby attracting USD 100 billion worth of local and global capital. Depending on funding needs and the project pipeline, Africa50 will augment its financial capacity by raising debt in the international capital markets. In order to ensure reliable access to capital markets while also offering additional operational flexibility, Africa50 will target an investment grade rating of single A. As a commercially oriented financial institution, Africa50 will seek to preserve and grow its capital base as well as provide a return to shareholders. It will have three broad groups of investors: i) African Countries, ii) the AfDB and other major development financiers, iii) institutional investors such as sovereign wealth and pension funds. The ownership of the founder’s equity by African countries is central to the strategy of Africa50. Such ownership is intended to send a strong signal to developers and financiers about the commitment of African countries to address the continent’s infrastructure challenges. Africa50 is expected to be fully operational in Q1 2014.
www.afdb.org
Advertorial
GUHANAHANA AMAKURU NI INGENZI MU ITANGWA RYA SERIVISI NZIZA “Uburyo duhanahana amakuru n’abandi ndetse no hagati yacu ubwacu bushobora gutuma tugira imibereho myiza cyangwa mibi.”- Anthony Robbins Hari ibikorwa ibi n’ibi buri mukozi ugira aho ahurira n’abakiriya aba agomba gukora, kuva ahuye n’umukiriya uje amugana bwa mbere kugeza arangije akazi, kugira ngo ashobore kuba yatanga serivisi nziza. Iyi nyandiko ikubiyemo ibintu by’ingenzi bifasha abantu guhanahana amakuru ku buryo bunoze.
10 | The SERVICEMAG Mar -May 2014
Guhanahana amakuru ku buryo bunoze hagamijwe imikorere myiza “Twahawe amatwi abiri n’umunwa umwe kugira ngo inshuro tuvuze tujye tuzikuba kabiri iyo dutega amatwi.” - Epictetus Ikigo icyo ari cyo cyose kiba gikeneye ihanahanamakuru kuko rigira uruhare rukomeye mu kugifasha kugera ku ntego zacyo. Iyo ihanahanamakuru rikozwe neza kandi ku buryo bunoze, bituma buri ruhande rusobanukirwa
intego n’ibitekerezo by’urundi ruhande. Ibyo bituma ibikorwa bigenda neza, ikigo kigatera imbere, kikagera ku ntego zacyo kandi kikunguka. Ihanahanamakuru rigira buri gihe akamaro kandi rigomba kwitabwaho na buri wese, yaba umukoresha cyangwa umukozi. Ihanahanamakuru rikozwe mu buryo bunoze ni wo mutima w’ikigo kuko uretse kuba abakiriya bishyura ibyo baguze – ibiribwa, icyumba cyangwa ibikoresho, baba banishyuriye guhabwa serivisi nziza. Uko serivisi iba ishingiye ku bumenyi, ni na ko iba ishingiye ku ihanahanamakuru. Ihanahanamakuru rikubiyemo ibintu bibiri by’ingenzi: imikoranire hagati y’ikigo n’abakiriya, n’imikoranire hagati y’abakozi b’ikigo n’ubuyobozi bwacyo. Ihanahanamakuru rinoze ni ingenzi muri iyo mikoranire yombi kuko ritariho ikigo nticyagera ku mikorere buri wese agitegerejeho.
COMMUNICATION IS IMPORTANT IN DELIVERY OF GOOD SERVICE “The way we communicate with others and with ourselves ultimately determines the quality of our lives” - Anthony Robbins This chapter is designed to equip users with back-to-basics knowledge on communication for all levels of experience; it will provide helpful techniques for dealing with different customer profiles and creating a positive service experience. From making a good impression to closing up shop, there are specific actions every employee
who connects with customers can take to enhance the service experience.
Effective Communication for Performance “We have two ears and one mouth so that we can listen twice as much as we speak” - Epictetus In any industry, communication plays a key part in the success of the company. Effective and balanced communication enables better understanding of each party’s objectives and views; it streamlines actions and developments and leads to success and profitability. Communication is always an important issue which is constantly addressed by employers and staff alike. Excellent communication is a vital issue, because customers are paying not only for the product - the food, the room or the facilities but they are also paying for the service. Service is just as much about communication as it is about skill. Communication covers two important areas: customer service, and behind-the-scene staff and management interaction. Good communication in both areas is essential for the high standards of operation everyone expects.
For more information visit: www.nayombi.rw
The SERVICEMAG Mar -May 2014 | 11
Creating and Leading a Remarkable Customer Service Team
(Continued from TSM Issue 16)
Diverse tasks and activities: Diversity of tasks makes jobs more interesting. This can also be used to encourage employees to engage in tasks that interest them and contribute directly to the success of team and organization.
By Jerry Were Autonomy: This basically means
N
o individual or group of people working separately can do as much as several key individuals working together as a Together Everyone Achieves More. A winning team is one in which “the whole is greater than the sum of the parts.” Synergy is essential but very elusive. Every individual team member needs to feel that they are making a contribution to their lives and that of
also about pride, about having their work mean something to them and someone. A leader must discover what that meaning is and magnify it. Let them see the value of what they are doing and feel the pride in their success. According to Joe Paterno, “When a team outgrows individual performance and learns team
Critical Considerations for awakening the giant (s) In the last issue TSM 16, we mentioned 3 propellers of outstanding performance:
by a number of elements that every manager or service team coach keen on bringing out the best in their team members should fully understand.
12 | The SERVICEMAG Mar -May 2014
Policy: Your organization’s policies must support the 3 propellers of outstanding performance. Rewarding: A reward is any form of variable payment tied to employee performance. Your organization must have a mechanism for recognizing
enhance the level of discretionary
Leadership style: A leader’s style of providing direction, implementation of plans and motivating people has a direct impact on their performance. The leadership style should be tailored to bring out the best in the team. Working relationship with colleagues: Employees generally spend a substantial amount of time in the work place; it is important to make the work place a ‘fun’ place. Every organization should make provisions for bonding and leisure breaks and activities should foster great relationships among employees. With this in place…..team work can only get better and results…..more remarkable!
to make independent decisions or act
problem resolution within the team. Knowledge and Skills: have been made to match who employees are with what they are supposed to do, ensuring that they have the relevant knowledge and skills. The organization should have a program in place to help team members upgrade their skills and knowledge on an ongoing basis. Growth Opportunities: Everybody has a craving to feel important and be valued and human beings need to increase in value with time and this is greatly achieved depending on upgrades on skills and knowledge, career progress and new opportunities taken up. Organizations need to create roles that will give employees a sense of value and motivation to grow with the organization. This has also been known to promote loyalty and reduce turnover. TSM
| www.simonsays.co.za | 5830
An unforgettable experience awaits you at
Nyungwe Forest Lodge Rwanda... Close encounters with free roaming chimpanzees and extraordinary bird life, explore one of many walking trails or take an exhilarating guided canopy bridge tour above the Nyungwe National Forest. For something more tranquil, why not unwind in the many comforts offered by this award-winning lodge, indulge in a spa treatment, savour a glass of wine and a great novel on the terrace overlooking the timeless forest; or take in your surroundings from the heated rim flow pool at the only 5 star lodge in Rwanda.
Central Reservations T: +27 (0)41 509 3000 E: reservations@shamwarigroup.com | www.nyungweforestlodge.com
2011 AWARD WINNER
The SERVICEMAG Mar -May 2014 | 13
Pourquoi les clients achètent-ils vos produits ou vos services? Par Jean-Pierre Lauzier
S
Maintenant, portez votre attention
achetaient seulement ce dont ils ont besoin, notre économie serait
ne l’est actuellement. Dans la société d’aujourd’hui, les gens n’achètent pas en fonction de leurs besoins, mais plutôt en fonction de leurs désirs. En fait, les gens achètent pour
Maintenant, si vous avez l’impression
fortes et positives. Souvent, vos clients vous brandiront une raison rationnelle. A vous de leur fournir des raisons décisions émotionnelles d’achat. Les
le cas. Quand je donne un cours sur la sa compétence dans cette discipline,
rationnelle et concerne toujours les dire la capacité de faire plus de ventes.
est toujours émotionnelle et concerne
gens à passer à l’action en achetant vos produits ou vos services.
Voici le processus. Les clients : voient, sentent, touchent ou goûtent le produit; veulent le produit pour les
procuré un sentiment de plaisir à un client pleinement satisfait. TSM font l’achat. font a pour but de satisfaire un plaisir
ses revenus, je lui dis : « Tu n’as pas acheté me répond : « J’en ai discuté avec mon
voiture pour trois ans ». Je persiste en lui disant : « OK, mais ça doit te coûter une petite fortune? » En voulant me
de toute façon, si je ne le dépense pas, je le paierai en impôt. » Maintenant, analysons la
14 | The SERVICEMAG Mar -May 2014
la suite. Savoir découvrir ou savoir créer l’émotion chez le client est un art. Perfectionnez cet art, vous serez en mesure de rendre les clients
des créatures émotives, vous devez apprendre à travailler avec cette réalité pour réussir en vente et marketing.
Avez-vous un client satisfait ou un client
L yauté Par Jean-Pierre Lauzier
S
entre un client satisfait et un De nos jours, un bon service est perçu comme étant soit standard, soit normal, et non comme un avantage
client ne ressent pas de loyauté envers
Dans une autre situation, plutôt plus, il y a également de fortes chances Connaître le niveau de loyauté de vous à plusieurs clients potentiels.
haut niveau de satisfaction du client à élever le niveau de loyauté du client. La satisfaction apporte plus ou moins de valeur à l’entreprise, d’autant plus
personnes ou à d’autres entreprises? » dans votre entreprise est primordial. Il est de votre recommander? » devoir et de votre “Un client loyal vous sera responsabilité ont beaucoup plus de tout faire d’impact, elles attirent davantage client revienne régulièrement chez l’attention du client et ses réponses vous en apprendront beaucoup sur sa loyauté.
faire des sondages sur la satisfaction et Un sondage sur la loyauté avant tout vous permettra de déceler le degré de concessionnaire automobile a sondé
s’est produit lors de votre dernière
aujourd’hui, je ne suis plus un client de ce
simples mesures de satisfaction. Bonnes ventes! TSM
vous répondra rapidement. Par contre, si The SERVICEMAG Mar -May 2014 | 15
S
ports marketing is everywhere. In all the stadiums of the world especially during the greatest sporting event on the face
hard to get a piece of the cake. More and more global companies use sports as a platform to raise awareness about their brand, and to get people talking about them. Why
What if sport was to become your brand’s best ambassador? By CNSOR
let’s be honest, everyone loves sports! Secondly, it spreads positive values which are particularly close to the values and objectives of a company. forms of communication which has the most impact on the general public. Rwanda is the most widely viewed sports event in Rwanda attracting about four million people every November. The cycling federation in Rwanda, Ferwacy, gives an opportunity to companies to advertise in their caravan movement during the competition which attracts cyclists from all over the world. However, when the companies calculate their return on investment, this increases their fame much more than any other basic advertising they could do. To sum it up, sport brings a brand, a company closer to the public. Everyone is united around one great event. Think about the image, and the sympathy that this will create for a brand. Moreover, as all the categories of the public are involved in these big events, it will impact everyone. Now, what is Olympic marketing?
it accounts for seven billion dollars of revenue over a period of four years. Not bad, uh? And do not forget that
16 | The SERVICEMAG Mar -May 2014
And what do we do in Rwanda? The Olympic movement is becoming more active. There is a new vision which is aiming at building generations of champions. The Rwandan Olympic Movement is increasing its scope of and internationally, by developing programmes that involve the entire
Rwandan population, with one single objective: ‘Make Rwandan sport shine’. The Rwanda National Olympic and Sport Committee, through the development of its activities is for promotion and growth. You will do well to embrace it! TSM oriane.divoux@inuksuitinternational.com
THE MYTH OF
MULTI – TASKING By Mukayiranga Josepha
P
icture a standard morning at
complicated spreadsheet. Ring! you turn away from spreadsheet and take the phone call. When the call is over, you turn your attention back to the spreadsheet. Ding! MS outlook just alerted you to a new e mail, read Ting! It’s your mobile phone alerting you of an incoming SMS. You scroll over the message and press a reply button, type ‘will cal u later’ and press send button. Knock! Knock! Your colleague from accounts department You feel in control. You’re multi work done in so little time. You’re also wrong. Multi tasking doesn’t work. As a knowledge worker, you simply cannot deploy all your mental acuity and creativity if you can’t focus intently on the task at hand. All the interruptions
ability to concentrate and focus. According to research, today’s knowledge workers are interrupted on average every 11 minutes, and it takes them about 25 minutes to return to And of course, even when they return
to it, it takes them a few minutes to get back to their original trend of thought. Add that up and you’ve got a colossal waste of time. A recent study revealed
after it arrives, no matter how busy they are. It also found that workers lose 4.5 hours per week to interruptions. So what can you do? The answer is simple: batching. Batching your work means doing similar tasks at reading each e mail, as it comes in,
you get an idea, but instead meet at regularly scheduled times. Keep a folder for each key colleague where you can meeting. By respecting other people’s time and being mindful of their need to concentrate, they become more
Batching your work and reducing interruptions makes it easier to maintain focus on the tasks that need your attention. You’ll not only do your better, you’ll do it faster. TSM
the same with your voice mails, and outgoing phone calls. You should also batch your interactions with people. The SERVICEMAG Mar -May 2014 | 17
Chez Lando
The miracle of reconstruction and ambition to deliver excellent service By Gloria Iribagiza
L
ocated at the heart of the bustling Remera business suburb in Kigali, Chez Lando Hotel represents
the history of Chez Lando Hotel as a place that has ‘transitioned from the old to the new Rwanda after the genocide.’ Mrs. Kantengwa said she returned
a very tough period for her as she had to take up the responsibility to manage the hotel that was riddled with bullet holes
Reconstruction is a Process However not all was gone, some of the foundations were intact and this enabled renovation and construction of new facilities to take place. This
some parts of the hotel are not yet renovated due to logistics issues. With a diversity of trees and the beautiful gardens, visitors have a choice of either staying in the bungalow or in the main storied buildings undulating hilly Kigali scenery. The rooms’ décor is African themed with beautiful Rwandan paintings hanging on the walls. Chez Lando’s reputation
building structures that have newer bricks constructed atop the older ones.
the peak tourist season or when Kigali hosts international conferences.
resonating from a past of pain and loss. reminder of her brother’s absence. Chez Lando with the dream of creating an
Tutsi and the hotel was partly destroyed. Today, the legacy that was set by Lando over two decades ago has lived on and is carried high by his surviving siblings, one of whom is Mrs. Anne Marie Kantengwa, who runs Chez Lando Hotel She says Chez Lando works hard to maintain the demeanor of a family hotel. “One of our signature attributes is that we value families and that is why our facilities cater for both men and women and children,” Kantengwa said. A vast range of greenery with greets you and with close observation, one can note that the building structures are a
This is something that Mrs. Kantengwa
18 | The SERVICEMAG Mar -May 2014
While doing this, I was at the same time towards healing,” Mrs. Kantengwa says. “Reconstruction is a process,”
friendly and hospitable hotel with one Chez Lando’s environment carries a character that spews of freshness,
“I dedicated my life to rebuild and
“I dedicated my life to rebuild and reconstruct what was left, step-bystep... Reconstruction is a process.” — Mrs. Anne-Marie Kantengwa.
High Culinary Reputation Guests have a choice of two restaurants
“We are known for the great food we serve and I always challenge the chef to keep improving the menu,” Mrs. Kantengwa said. Visitors dinning at the restaurants balcony can enjoy the buzzing sounds of the nearby Remera
canopy of trees fencing the premises. Exclusive and Exquisite Service For most people who enjoy eating out, service accounts for at least half of the reasons as to why they return as loyal people who work in day or night shifts. By encouraging them to give their best, they have imprinted
values in a bid to demystify the mindset that women cannot spend time in bars, restaurants and hotels without necessarily being labeled as ‘mischievous’. In this regard, Chez Lando works closely with women cooperatives that make handicrafts. The proceeds enable rural women at the grassroots to become economically independent. This Corporate Social Responsibility provides Chez Lando Hotel with the opportunity to mentor women within small businesses. “I believe that great government
are part of a wider family. Our longest some for more than a decade, gotten married and stayed on while others are newly employed,” Kantengwa said. By investing in customer care training, workers to give their best. Moreover, some youth employees are sponsored to study Hospitality related courses at university while others are encouraged to intern
Corporate Social Responsibility Over the years, Chez Lando has
the growth of businesses in the Private Sector and encourages them to participate in the development of What makes Chez Lando Hotel stand out from other hotels is the culture of
ownership of the vision while carrying a reconciliation mindset that doesn’t will propel Chez Lando Hotel toward becoming an international name. Email: glo.irie@gmail.com
The SERVICEMAG Mar -May 2014 | 19
C
veteran of leadership and customer loyalty, says leadership is
national telecommunications company, where my peers went to great lengths to explain to me that for one to lead successfully you had to “stomp” on people and let them know you are in charge. But as Catherine Nelson asserts, we can know if our people to achieve the following: Sustained superior performance Engaged and loyal employees Distinctive contribution.
Catherine Nelson Global Vice President Franklin Covey International
Indeed, letting people know you are in charge has little to do with that the world’s best companies are realizing that no matter what business they’re in, their real business is building leaders. The business of leadership is to produce more leaders who will drive the business to produce sustainable results. must create a predictable experience for customers.
must focus on the following: Help employees develop new mindsets, or determine the kind of contribution they make Provide tools that help managers to be successful. When leaders do these repeatedly, they develop a workforce that will produce consistently and make meaningful contributions. Workers make it easy for people to do business with their companies. Customers in turn respond to this by becoming loyal and tangibly express their loyalty in the following ways: They purchase more in each visit. They refer their friends. They devote time to give their feedback.
20 | The SERVICEMAG Mar -May 2014
Francis Egbuson, Principal, CEMM Group
C
reating a successful business is
By Bonnie Kim
service that attracts new customers “Excellence in customer service is not determined by the number of customers that you serve in a day but
The repetitive customers who are about your business. That is how the small businesses have grown into big service starts with personality. People buy you before they buy what you are image is everything. handling the customer is determined by your competence. Your competence is determined by how much you know about the business you are in.
not care how advanced your technology is or your level of education. What people care about is how human you are. They want to “Excellence in be served by people. People, who can customer service smile at you regardless is not determined of how challenging their job is, leave you by the number of refreshed. People who customers that you can assure you that serve in a day but the what you are buying is
you serve.” Never give second hand service. Give your best service even to the customer who is spending the least in your business and you will stop chasing success, it will start to chase you TSM
customers you serve.”
buying a new home, getting a better job or a pay rise but very few think about their personality growth. In life we are either growing or withering. Today if you are not reading a book, then you have started to wither. We can only get out of life as much as we put into it. You have to develop attend seminars or conferences, listen to inspirational teaching. Your life is as great as you have developed your mind. In the same way, in business,
and the features. People who are visibly present with you when serving you. People who are human enough to read your name and greet you by your name when you give them your credit card, passport, identity card, smartcard or license are what constitute Everything you want this year is achievable as long as you do the little things. Smile to the customer, call them by name, greet them serve them promptly and success results; change the procedures and you will have the right results.
The SERVICEMAG Mar -May 2014 | 21
ROCABujumbura GOLF HOTEL R
business hotel located at the edge of Bujumbura’s premier golf course, attracts a cross section of international, business and leisure visitors to Burundi. With its beautiful view overlooking the city’s Golf course, the Hotel seeks to deliver
Roca Golf Hotel opened two years ago and although the journey so far has been challenging, its goal has customer service to all its clients. “I believe Roca Golf Hotel belongs on the Burundian and regional Hospitality map” Marcel Brekelmans, the Managing Director asserts. “We have tried and succeeded to Marcel Brekelmans, Managing Director, Roca Golf Hotel
22 | The SERVICEMAG Mar -May 2014
product in a price driven market.
We believe in the sustainable business model in hand with transparent financial management, assisting the local and national government to develop the country as a whole.
Operating any kind of business in Burundi and operational challenges among others on; professional support chains and products, high costs of importation and transportation of goods and the unstable power supply leading to high replacement & repair costs. All these
operate in. We believe in the sustainable business model in hand with transparent and national government to develop the country as a whole. This means respecting the rules and regulation when it comes the various dirt roads trails currently used
government as well as providing medical Again all leading to higher operational
Training and continuous investment in human capital is a key principle for Roca Golf Hotel covering languages, health and safety and hospitality. The
enjoyed by the customers. Marcel Brekelmans believes that notwithstanding the challenges of doing business, Roca Golf Hotel is a leader in the market assurance and corporate identity it compares to international brands. As a major contributor to the tourism industry, the Managing Director feels that a change in attitude towards customer
Roca Golf Hotel stand out are: International Service and Health and Safety Standards Value for Money Always listening and changing for the better based on input and feedback. Roca Golf Hotel will give you true value for your money, with customer service, health and safety facilities to an international standard, and a continuously improving service responding to in Bujumbura, treat yourself to the
in our sales prices, higher than most of our competitors but for the right reasons being; doing it correctly and sustainably rather than the greedy or
I am into sustainable development, successful at that, rules and regulation apply and should be followed.� The proprietors have come out that set the hotel apart and these have made it a choice for distinguished visitors like Heads of State and various business and community leaders visiting Burundi. “We have used our concepts for the city & country
products to our potential clients. Employees are urged to do their best for the people who pay them prompt service are standards that every
Marcel Brekelmans believes that a service minded attitude has got to be created among the service providers in Burundi in order for the tourism industry to grow. Considering that the people of Burundi are renown for their hospitable nature, it should be relatively easy to translate
to beef up the skill base and provide According to Mr. Brekelmans, the The SERVICEMAG Mar -May 2014 | 23
Ibyakorwa kugirango ugere ku ntego mu kazi ushinzwe Byanditswe na Anthony GITONGA
K
umenya ibyo ushinzwe mu kazi ukora ni inshingano zawe, ntabwo bireba umukoresha wawe, ni ngombwa ko umenya kwihesha agaciro no kugahesha ibyo ukora. Iyo uri mu kazi ni wowe umenya uburyo bwo kukitangamo kugirango urusheho mu byo yemera kandi yisangamo. Mu gitabo cyanjye nise “Inzira iganisha ku ntego” nigisha ko agaciro ko kumva wuzuye ugahabwa agaciro n’uburyo ko niba dukeneye ko ibintu bikorwa tugomba gushyiraho akacu, nyamara siko bikorwa buri gihe,tukaba twakwibaza iki kibazo tuti: ese kuki tutita ku nshingano igituma tutita kuri izo nshingano.
1. Dukunze gutegereza ak’imuhana Hariho abantu bakunda gushakisha no gutegereza igisubizo giturutse ahandi, aho uwo mwanya; ku bwanjye wategereje igihe kirekire, igihe kirageze tangira ukore. Hashize igihe menye ko atari njye zingiro rya byose, ntacyo nshobora kubonera ubuntu ku isi kandi ntabwo 24 | The SERVICEMAG Mar -May 2014
izunguruka ku bwanjye. Niyo mpamvu ari njye ukwiye gufata iya mbere ngo ngendere ku byo isi ishaka. ati: burya abantu babasha kurangiza neza inshingano zabo ni abadategereza ak’imuhana, nibo ubwabo bagena uko bakora bakarangiza neza ibyo bashinzwe, bakiha icyerekezo gikwiye.
2. Ntitubasha kwibona no kwiyumvamo abo turi bo Kugira ngo ubashe kugera ku ntego wiyemeje, ni ngombwa gushobora kuba uwo uri we, kenshi cyane tunanizwa no gushaka kuba abo tutaribo. by’ukuri abo turi bo, iyo twibona uko tutari bishobora gutuma tutagera ku byo twifuza. Kuko icyo gihe tuba tubona ibintu uko turi atari uko biri, niyo mpamvu bisaba ko twimenya uko turi kugira ngo tuzabashe kugere ku byo twifuza kandi neza. Tubashije kwibona no kwiyumva uko turi byadufasha kumva no kubana n’abandi uko bikwiye bityo bikadufasha kongera umusaruro. Ariko se, wakora iki ngo ubashe
gushyira imbere uko ubayeho mbere y’uburyo ushaka gukoramo? Ni iki gisabwa ngo utangire wige kuba uwo uri we no kubibyaza umusaruro?
3. Ntitubasha kuguma kuba abo turi bo Iyo tubashije kuba abo turi bo mu kazi dushinzwe bidufasha gutera imbere neza kandi vuba. Niyo mpamvu rero ari ngombwa kuba uwo uri we nyuma ukazaba uwo wifuza kuba. Nkuko tubibwirwa na Barbara Cook: “nta rushanwa rigaragara iyo ubashije kuba uwo uri we”, icyo usabwa gusa ni …………………………. Ese amatalanti, ibyo uzi gukora ndetse n’ ibyo wagezeho ni ibihe? Iyo ushaka akazi nibyo ushyira imbere cyangwa ugerageza kwihimbira ibindi utazi neza kugira ngo ubashe guhabwa biba byiza mu kazi gukora inshingano uzi neza ko zihwanye n’ubushobozi bwawe. Tekereza ku bigutera gushaka gukora akazi runaka ka buri munsi, wibaze icyatuma ubigeraho muri ako kazi. Kubasha kugera ku ntego wiyemeje mu kazi, uzuza neza TSM
anthony@anthonygitonga.com
ABANYAMAHOTELI NA RESITORA BARASABWA GUTANGA SERIVISI NEZA KUGIRA NGO U RWANDA RUVE KU MYANYA Y’INYUMA Byanditswe na Faustin Niyigena
muri za tagisi zitwara abagenzi zo zinengwa by’umwihariko gukerereza abantu. serivisi mu kigo cy’igihugu gishinzwe imitangire ya serivisi zitanoze mu Rwanda iterwa ahanini n’ibibazo by’ururimi ku bantu batazi Icyongereza ndetse no kudatanga amakuru bitewe n’uko mu mahoteli usanga abakozi barahawe akazi ku cyenewabo. n’utubari mu Rwanda, Karera Denis, avuga ko icyo kibazo koko gikunze kugaragara mu mahoteli ariko ngo bakaba bagiye kurushaho gukurikirana amahoteli kigakosorwa.
Ibimaze gukorwa
n’abazihabwa haba mu bigo bya Leta cyangwa iz’abigenga. Yvès Ngenzi ukuriye ishami ry’imitangire ya serivisi muri RDB avuga ko ikigamijwe ari uko iki kigero cy’abishimira uko bahabwa serivisi cyaba
K
unoza imitangire ya serivisi ni kimwe mu byagarutsweho mu nama ya 11 y’umushyikirano yabereye mu nteko ishinga amategeko kuva kuya bivuye ku kibazo cyabajijwe n’umuturage avuga ko ajuragizwa n’abayobozi bahora bamubwira ngo azagaruke ejo kuko uyu munsi bari mu nama. Perezida Paul Kagame wari uyoboye iyi nama yavuze ko iyo mikorere mibi ikwiye kurangira kuko izo nama za buri munsi z’abayobozi zidakemura ibibazo by’abaturage ntacyo ziba zimaze. Icyegeranyo giherutse gushyirwa ahagaragara mu mpera z’umwaka ushize
mitangire ya serivisi. Icyakora mu karere u Rwanda ruherereyemo ruri ku mwanya wa 3 muri Afurika y’Iburasirazuba. Iyi mitangire mibi ya serivisi ituma u Rwanda ruhomba miliyoni akoreshwa mu iterambere ry’igihugu. Gutinda guhabwa icyo wasabye ni kimwe mu bitishimirwa n’abakiliya kandi iki kibazo ugisanga ahantu henshi harimo hoteli, resitora, amaduka, utubare, butike,
Mu rwego rwo gukosora ahakigaragara amakosa akomeye mu mitangire ya serivisi, RDB yatangije ubukangurambaga agamije gushishikariza abantu gutanga serivisi nziza ariko n’abakiliya bakanga guhabwa serivisi mbi ndetse bagatanga amakuru y’aho bahawe serivisi mbi.
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continuous improvement of the business environment Rwanda jumped 22 places in the Doing Business 2014 rankings, from 52 last year to 32 globally
Jean Philippe Prosper, the IFC Vice President with Chief Executive Officer, RDB Valentine Rugwabiza - Photo by Kabona Esiara
The improving business climate in Rwanda has impressed the International Monetary Fund (IFC). “Only seven years ago Rwanda ranked 158th out of 175 countries,” said Jean Philippe Prosper, the IFC Vice President for Sub-Saharan Africa, Latin America and the Caribbean. Some of the business reform the government embarked on have attracted more businesses to formalise. For instance a simple introduction of online registration resulted into a 125 per cent increase in businesses formalising from the 842 companies registered last year to 1,895 by May 2013. Between 1st June 2012 to May 21st 2013, RDB registered 9,956 both the online and basic systems. The business reforms have helped Rwanda jumped 22 places in the Doing Business
26 | The SERVICEMAG Mar -May 2014
2014 rankings, from 52 last year to 32 out of the 187 countries surveyed globally. And the IMF is impressed about the ranking describing it as ‘big and huge.” Adding, “This year marks the culmination of the best seven years of hard work. (doing business) report epitomises the story also of one people of one mandate of one determination. It is a story of commitment and hard work.” Rwanda is the only member of the East African Community (EAC) in top ten. Rwanda was also named the most improved country worldwide since 2005, Ukraine, the country that has improved most over the last one year, while Singapore, for the eighth consecutive year, remained overall best performer globally, followed by Hong Kong, New Zealand, the United States and Denmark in that order. The second top performer among
the EAC partner states is Kenya, which ranked 12th in the SubSaharan Africa region and 129th globally, followed by Uganda, in 13th position at the regional level and 132nd worldwide. Tanzania ranked 19th in the SubSaharan Africa region and 145th globally; while Burundi ranked 16th and 140th, respectively. Mr Prosper further argued that Rwanda should be acknowledged for its consistence in reforming its economy. “Since 2005, Rwanda implemented the most number of reforms in Africa with 35 reforms during this period,” he said.
The reforms
When it comes to registering property, Rwanda was 8th, an improvement from 62nd position last year. Prosper said easing the registeration of property in Rwanda helps the businesses seeking loans from banks to use
their titles as collateral. Rwanda also improved greatly in dealing with construction permits, moving from 122 to 85 in the rankings. The country also scored highly in resolving insolvency. The country moved from 166 ranking last year to 137. Clare Akamanzi, Chief Operating Officer RDB said the country was able to improve after 11 cases were submitted to the World Bank team that was carrying out the survey early this year. “Four cases were for closure and seven for insolvency,” she said. But she said there is more need to sensitize businesses to use Courts of law if Rwanda is to improve in this ranking Starting business, Rwanda ranked 9th, this means it is one of the easiest country to start a business. Trading across borders has remained in three figures signalling Rwanda has to improve in this indicator to ease movements of imports and exports. Mr Prosper suggested that Rwanda has to work closely with other partners. He is optimistic the tripartite discussions the Kenyan, Ugandan and Rwandan government are involved in are likely to tackle the constraint. His solution to easing hurdles in trading across borders is shared by the CEO RDB, Valentine Rugwabiza who said the joint infrastructure projects Uganda Kenya and Rwanda will ease the flow of goods and services in Rwanda when completed.
Amb. Claver Gatete, Finance and Economic planning Minister
How Rwanda did it
Rwanda made starting a business easier by reducing the time required to obtain a registration certificate. The pages for company incorporation were reduced from 10 to 5 translating into a 50 per cent reduction in the time taken to fill the application forms. All business registrations take a maximum of 6 hours.
Linking RDB to the National Identity Card Authority (NIDA) This has helped in retrieving personal information in more
efficient and effective way since NIDA feeds this information directly. The information that was on the extra pages can now be accessed directly from NIDA. This trickles down to saving time on company registration allowing us to work within 6 hours at the maximum.
Dealing with Construction Permits:
Rwanda made dealing with construction permits easier and less costly by reducing the building permit fees, implementing an electronic platform for building permit applications and streamlining procedures. Registering Property Rwanda made transferring property easier by eliminating the requirement to obtain a tax clearance certificate and by implementing the webbased Land Administration Information System for processing land transactions.
Getting Credit
Rwanda strengthened its secured transactions system by providing more flexibility on the types of debts and obligations that can be secured through a collateral agreement.
Protecting Investors
Rwanda strengthened investor protections through a new law allowing plaintiffs to crossexamine defendants and witnesses with prior approval of the questions by the court.
Paying Taxes
Rwanda made paying taxes easier and less costly for companies by fully rolling out its electronic filing system to the majority of businesses and by reducing the property tax rate and business trading license fee.
Trading Across Borders
Rwanda made trading across borders easier by introducing an electronic single-window system at the border. At least 799 clearing agents are using the electronic single window, over 3 Government institutions and 7 airlines. E-Single Window became operational on
Trading across boarders made easier
1st February 2012. As a result, e-exemptions processing for investors has reduced the time it takes to get an exemption to 10 min. Prior to this, it took at least 6 hours at the minimum because several procedures. Through a manual process, clearing agencies would fill a form and compute taxes to be exempted. Following that, they would go to the importers premises to have a stamp before proceeding to RDB offices to apply for exemptions. The file would then be sent to an RRA attachĂŠ and then to RDB. Once approved, the clearing agent would go back to process customs declaration. The country also moved to reduce the mandatory customs documents from 8 to 3. This has reduced time spent in filling out documents. In addition, any cost associated with the 5 documents is also saved. Several one stop borders post s have been established some of them like Katuna and Kigali International Airport work 24 hour operations at additional strategic border posts, reducing the transit time tremendously.
Resolving Insolvency
Rwanda made resolving insolvency easier through a new law clarifying the standards for beginning insolvency proceedings; preventing the separation of the debtor’s assets during reorganization proceedings; setting clear time limits for the submission of a reorganization plan; and implementing an automatic stay of creditors’ enforcement actions. At least 11 cases on foreclosure were concluded, 33 unresolved and 12 in analysis process. An additional 11 insolvency cases were registered. 7 concluded, 4 are on going in court of law.
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Keeping the
No. Position any business has to build your products and services, he
JOSEPH BAHENDA
CORAR’s Managing Director
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R
wanda’s budding insurance industry has been making some serious strides over the past couple of years. Compagnie Rwandaise d’Assurance et de Reassurance Assurance the leading insurance services provider. initiative of the Catholic Church, insurance which includes motor vehicle, insurance against other risks. The motor vehicle insurance covers third party liability, material damage and theft, permanent disability and bodily injury to passengers on board. Fire insurance covers destruction allied perils, impact by road vehicles While insurance against other risks deals with water damage, breakage of glass, storms cyclones and hurricane, machinery break down, computer all risks, electrical business interruption, money insurance, contract all risks. In transport risks, the company covers all risks on goods transported, in case of accident, theft theft and piracy, loss of luggage, total loss and disappearance of goods. Health insurance covers consultations, surgery, dental care, radiology tests and laboratory tests. It also considers therapy, medical care, hospital charges, pharmaceutical products, prenatal, postnatal and maternity health care, eye care including lenses and spectacles. Life insurance covers loan protection, education and retirement plan. Joseph Bahenda, CORAR Managing Director says the insurance
company is committed to providing with more innovations on its products to be launched this year to maintain and improve the service provision within the company. “Among the new services to be introduced is funeral insurance which has been part of health insurance, but it “We want to ensure that this service supports those who lose their loved ones, covering all costs involved during the funeral arrangements,” he says. He adds that the ability to provide timely services to the clients has contributed to CORAR’s good reputation which has attracted more clients. The company has built a strong brand in the country, with twenty branches countrywide since its start. “We have endeavored to make our services accessible to every Rwandan in all districts. Even in districts where we don’t have branches, the neighboring branches and CORAR commercial agents ensure that the
CORAR is dedicated to providing
Clients love CORAR We have been CORAR clients for about CORAR’s services. CORAR has been outstanding. They — Charles Rwigira, (Construction Company) Over 350 employees from the Construction Company have their health insurance cover from CORAR and are pleased with the service they receive.
“Among the attributes that contribute to CORAR’s excellence is the urgency in responding members take collective responsibilities in solving a client’s concern whenever it is — Dominic Ntaganda,
Businessman dealing in transport services
protection with value pricing to its clients. “We wish to establish a successful and sustainable partnership with our clients,
He noted that whatever CORAR has been doing for over in building a strong brand name among other insurance companies in the country.
stakeholders that respect the interests and goals of each party” the Managing Director concluded.
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a conversation with CORAR’s Director General,
Joseph Bahenda
H
ow would you describe Rwanda’s insurance sector? The industry is growing at a good pace. People have started understanding insurance and now appreciate our services. If you take a moment and in each and every Rwandan’s needs. What are the common insurance covers Rwandans mainly sign up for? CORAR has insurance contracts in each and every category of insurance and services are crucial, many Rwandans still do not know all of them. They mainly come for the motor vehicle third party, medical and bank loan covers. They tend to forget that they can insure their houses and businesses among other forms of insurance, thus the low market penetration levels. In that case, what would be the best way to sensitize every one of such important covers? We are adopting the online social media platforms to reach out to the ones with access to internet. We are also using radio, television, print and an online newspaper to educate the public on insurance covers. Also, to ensure that our services are easily available, we are in the process of upgrading our 30 | The SERVICEMAG Mar -May 2014
online services where clients will be able to apply for insurance cover and possible, thus saving time and money. ers prefer your services and stay loyal? Customer loyalty is something any business has to build because at the end your products and services, he or she will go and tell others how good you are. The award attests that we communicate with our clients and go through every step with them in order to make sure they are all happy. The sky isn’t the limit! How fast does your company usually take to settle claims? Before we pay a claim, we have to make
we make sure that both we and the client are on the same page during each step of the settlement process. handed in a police report on an accident, we make sure he or she is aware of why he or she is having the claim settlement slightly delayed while at the same time pushing for the report to be done. If all the necessary documents are available, within a period of one to three days a claim should be settled.
Our assurance to our clients is once pen is put to paper on an insurance contract, everything is safe with us. What are your plans to improve service delivery and increase your customer base? Communication, as I noted is key in service delivery since each of the meet on a daily basis with the clients. Therefore, we have planned customer service trainings to take place during the year. These will enable us to train our employees and agents countrywide to know our products and services in order to be in a better position to respond to the clients’ needs. sales services, align our pricing policy with the clients’ capacity, reducing distribution costs, understand and comprehensive way in order to keep
in sales and service, based on a complete view of customers, and their We are also looking at opening more branches and authorizing more agents services closer to every Rwandan.
Uko gufata no kwakira neza abakiliya bishobora guhindura ubucuruzi bwawe Byanditswe na Thomas Oppong
M
u bucuruzi ubwo ari bwo bwose, uko bungana kose guhana amakuru ni urufunguzo rwa byose. Kuba ku muyoboro umwe n’abo musangiye akazi, abafatanyabikorwa, kuganira n’abakiliya usanganywe ndetse n’abo wifuza kugira abakiliya bawe biroroshye ariko ni ngombwa cyane mu rwego rwo gukomeza gukorana neza n’abafatanyabikorwa. Muri ubu buryo bw’ibiganiro, rimwe na rimwe hakoreshwa uburyo bw’imbonankubone, hagakoreshwa kandi kwandikirana kuri interineti ariko uburyo bukoreshwa cyane bukaba kuvugana kuri telefone. Gukoresha uburyo bw’itumanaho hakoreshejwe telefone nibwo buryo bukoreshwa cyane kandi bwihuse naho uburyo bwo kuganira imbonankubone cyangwa gukoresha ikoranabuhanga rya interineti bifatwa nk’uburyo bwisanzurwamo n’abaziranye cyane ariko nabwo buroroshye gukoreshwa kandi burihuta; Ni iby’ingenzi ko abakozi bakora mu bucuruzi ubwo aribwo bwose bahora bakoresha telefone bamenya ibikubiye byose muri buri kiganiro cyakorewe kuri telefone ndetse bakamenya n’uburyo bashyinguramo ibyavuzwe byose, ibyo byose kubera impamvu z’ingenzi zitandukanye. Abagize itsinda ryo gufata neza abakiliya n’itsinda ryo kugurisha ibicuruzwa nibo bahora kenshi baganira n’abakiliya n’abifuza kuba abakiliya kuri telefone. Ni ngombwa cyane guhugura abakozi bashya ndetse no kubereka uburyo bwinshi kandi butandukanye bwakoreshwa igihe ugurisha ibyo
ukora kuri telefone. Kugirango umenye ubushobozi bw’ abakozi bawe ushobora gukoresha uburyo bw’igipimo cy’uko umuntu atunganya imirimo ashinzwe, bityo bikagufasha kumenya aho abakozi bashoboye n’aho bagaragaza intege nke, icy’ingenzi bikagufasha kumenya aho ukwiye kubongerera ubumenyi kugira ngo babashe kurangiza neza no gutunganya inshingano zabo.
Akamaro k’uburyo bukoreshwa mu itumanaho Gukusanya amakuru y’abaguhamagaye
n’abo wahamagaye kuri telefoni n’imirimo yo kubika ibyavugiwe kuri telefoni bishobora guteza imbere ubucuruzi cyangwa imirimo ukora iyo byubahiriza ubueyo bw’ihanamakuru kuri telefoni. Akenshi ikusanyamakuru ry’ihamagara kuri telefoni rigaragaza abaguhamagaye, abo wahamagaye n’abo wabipye, ushobora no gusangamo amakuru y’ihamagara n’ihamagarwa, raporo igahita yikora ako kanya noneho bigahita byikusanyiriza ahantu hamwe; ibyo bifasha abakozi kutarangara bakibanda ku bucuruzi cyangwa ku kazi mu gihe amakuru ku itumanaho abikwa kugira
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ngo ashyingurwe ahantu igihe ari ngombwa. Ahantu henshi bakorera ubucuruzi ni byiza kugenzura ibyatumijwe. Ibigo binini bitanga ubufasha mu bya tekiniki bashobora kuganira ku byakusanyijwe n’itumanaho ryabaye hagati y’amatsinda y’abakozi n’abakiriya kugira ngo bamenye ni nde ukemura ikibazo neza, no kureba ibyo abandi bakora kugira ngo babyigane kandi banoze serivise baha abakiriya.
Uko wafasha amakipe ashinzwe gufata neza abakiliya n’ishinzwe ubucuruzi Ibiganiro bikorwa n’ikipe ishinzwe ubucuruzi n’ishinzwe gutanga amakuru mu bakiliya bagirira kuri telefone byagufasha kumenya inzego zikwiye kurushaho kunoza imikorere yazo;Byagufasha gukemura impaka no kwirinda ubwawe igihe ubashije kubika ayo makuru yatangiwe kuri telefone. Porogarame za mudasobwa zikoreshwa mu ikusanyamakuru y’abo wahamagaye n’abaguhamaye ndetse no kuyafata
mu gufasha abakiriya, amasosiyete acuruza porogaramu za mudasobwa zikoreshwa mu gukusanya amakuru y’abaguhamagaye n’abo wahamagaye bituma ubucuruzi bw’ibigo bikorera ubucuruzi kuri telefoni bitera imbere.
Ese uburyo bwo gukusanya amakuru ku baguhamagaye n’abo wahamagaye bukora bute? wahamagaye n’abaguhamagaye ni uburyo bukora neza mu byerekeye kubahiriza amategeko n’inshingano wahawe kandi bukaba butuma abantu bubahiriza ibisabwa ku rwego mpuzamahanga ndetse bukanifashishwa mu gukemura amakimbirane. Mu bihe byashize, ibigo by’itumanaho byakoresheje ubwo buryo bwo gukusanya amakuru y’abaguhamagaye n’abo witabye mu ishami rishinzwe
ubucuruzi no kwita ku bakiriya mu rwego rwo kubungabunga umutekano no kubahiriza inshingano wahawe.
Umurongo ufasha abakiriya! wiyongera kandi unarushoha kunoza uburyo bwo gukusanya amakuru y’abahamagaye n’abahamagawe kugira ngo azifashishwe mu mahugurwa ndetse no kubungabunga umutekano. Amakuru yakusanyirijwe hamwe arasesengurwa kugira ngo hamenyakena ibyiza byo gushyikirana hagati y’abakozi n’abahamagaye. Igihe gikoreshwa mu gusubiza ibibazo no kubikemura kigomba Kongera ingufu mu ikipe ishinzwe kwakira neza abakiliya bihesha ikigo cyawe isura nziza kandi bikanacyongerera amanota. TSM
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M
uri iki gihe tubona abacuruzi bakoresha amafaranga menshi mu kwamamaza ibicuruzwa byabo kandi hari indi nzira bacamo idahenze batajya bakoresha cyangwa batazi. Fora iyo nzira ni iyihe? Ni ukumenya icyo abakiriya batekereza ku bucuruzi bwawe. Kumenya icyo abakiriya batekereza ku bucuruzi bwawe ni igikorwa gikomeye cyane
Ni byiza kumenya icyo abakiriya bawe batekereza ku byo ubagurisha Byanditswe na Sandra Idossou
iduka ntumenye icyo abakiriya batekereza ku byo ubagurisha ntuzatungurwe n’uko bucya ugasanga abakiriya bawe bagiye guhahira mu rindi duka. abakiriya bagikomeza kugurira iwawe bidasobanura ko baba bishimiye ibyo ubagurisha byanze bikunze. Bishobora kuba biterwa n’uko baba bategereje ko babona ahandi bagurira heza kugira ngo bigendere. Ese ntiwigeze ugira abakiriya wabonaga basa n’abishimiye serivisi ubaha ariko wajya kubona ukabona bahagaritse kugurira iwawe? Waba warigeze wibaza impamvu? Ese ni imiterere y’ibicuruzwa cyangwa serivisi ubaha byatumye bareka kukugana? Ni ngombwa kumenya ibyo abakiriya bawe batekereza kuko bizagufasha kumenya neza uko abakiriya bakira ibicuruzwa cyangwa serivisi ubaha. Ibi biterwa n’uko uko nyir’ubucuruzi abona ubucuruzi bwe cyangwa serivisi atanga bimeze si ko umukiriya abibona buri gihe. Nkuko Bill Gates abitangaza : “ugomba kumenya ibyo abakiriya bifuza ko byahinduka kugira ngo ubinoze.” nkoranyambaga, udusanduku tw’ibyifuzo n’ibitekerezo, inyandiko yo kuvuga uko babona serivisi bahabwa, kugira ngo buri
gihe bahore bakira ibitekerezo by’abakiriya bivuga uko babona serivisi bahabwa. Niba ugaragaza ko wishimiye kwakira ibitekerezo byabo hanyuma ushyireho email yawe bashobora kukohererezaho ubutumwa
byinshi byiza kuko umukiriya bimworohera kohereza ubutumwa kuri email avuga icyo atekereza kuri serivisi umuha nta wundi muntu ubimenye, utari wowe nyir’ubucuruzi.
ariko ntumenye ko utarasa neza ku ntego ukabyerekwa gusa n’uko utacyunguka waratakaje amasoko menshi yatwawe n’abo muhanganye ku isoko, ashobora kuba ari we abakiriya bagannye kuko abaha serivisi baburiye iwawe. Ken Blanchard yibutsa ko : “ ibitekerezo by’uko bakubona birahenze cyane ni nk’ifunguro rya mugitondo rifatwa n’ibyamamare.” sidossou@theservicemag.com
The SERVICEMAG Mar -May 2014 | 33
Concentrez-vous sur ce que le Client désire Par Jean-Pierre Lauzier
E
faire de la prospection, car vous aurez besoin de beaucoup de temps pour courir après un
34 | The SERVICEMAG Mar -May 2014
votre client? La réponse : pour générer, chez un client, un enthousiasme et un désir de passer à l’action, vous
Un vendeur partenaire et non voleur son objectif, ses raisons et ses motifs d’achats et, comme
doit devenir votre principale source de motivation. Si vous
sont très fortes. Par contre, si vous pensez surtout à vos diminuez considérablement vos chances de réussite. Le désir du client doit devenir un objectif commun pour vous et lui, et il en va de même pour les raisons d’achat qui doivent devenir des motifs d’achats communs. personnellement dans toute transaction, mais surtout oublier
pas du tout de VOS produits, de VOS services, de VOTRE
le client recherche une meilleure rentabilité pour son entreprise. L’objectif commun est donc basé sur cette
vous permettront de découvrir ses besoins. Allez le rencontrer de procéder. En agissant ainsi, il vous respectera comme on le fait avec un vrai partenaire. S’il vous voit juste comme
Attention, cette méthode nécessite du temps. Persévérez avec patience et fermeté dans cette approche et vous
direction. Ainsi, vous irez beaucoup plus loin… ensemble.
TSM
The SERVICEMAG Mar -May 2014 | 35
Has the
’ e r a c r e m ‘custo enon phenom finally stuck
mba
By Steve Nzara
I
f the numerous billboards around town, the ads running on Television
chatter around the city is anything achieve the much touted and discussed Indeed one can be forgiven for thinking just that after being waited upon like royalty at most posh, shops, and the fast, smooth and a passport in a matter of days. The Rwanda Development Board champion the drive for improved service delivery, customer care and also gently
36 | The SERVICEMAG Mar -May 2014
the essence, use it wisely, and cherish it. Or so I gathered from yet another huge billboard in town. Hate to rain on your parade people, but the war is far from over. While the government and public sector both deserve adulation and a gun salute for thorn in their collective sides and pushing until some tangible change is now evident, poor customer care persists in the places it is perhaps needed the most; grassroots levels of government. evidence of this; as you read this, if you are ridding in a bus, seated in a salon getting your hair dressed or in the comfort of your home, all you have to do is tap the shoulder of any human
whatsoever, then sit back and listen. What you will hear is a veritable horror story of poor service delivery, parts patience and restraint, just to get mundane services such as your security clearance or I.D papers signed on. They say the journey of a thousand miles begins but with one step. So in this regard, there is indeed much to cheer about, as the seeds of awareness of the start to take root in our beloved Rwanda. But until the government starts to dance to its own tune and brush up service delivery especially in its arms of government and the Judiciary
dance and song of victory. stevenzaramba@gmail.com
TSM
Bonjour le Burundi!
La Qualité des services est une nécessité pour tout développement /theservicemag
/theservicemag
/TheServiceMag
www.theservicemag.com KNOWLEDGE IS POWER! The SERVICEMAG Mar -May 2014 | 37
of funding to bolster their production and ensure their sustainable growth trends. Mark Rugenera, Capital Markets Authority’s board chairman
capital for both government and private sector institutions for infrastructure development such as roads, water and sewer
Your ideal
CAPITAL Mobiliser Robert Mathu
Executive Director, CMA Rwanda
38 | The SERVICEMAG Mar -May 2014
systems, housing, energy, telecommunications and public transport.
“The key role of the capital markets productive investment to accelerate “The capital markets enhance mobilization of substantial capital resources over a long time horizon, with emphasis on capital formation over consumerism.” are created thereby assisting the
Rugenera further notes that the capital markets provides avenues for investment thereby encouraging a thrift culture and increasing domestic savings and investment ratios essential for Rwanda’s rapid industrialization. “The capital markets serve as an important gateway to Rwanda for global investors and foreign direct investments. They also encourage broader ownership of productive assets by small savers to enable them growth and wealth distribution.” He added, however, that investor protection remains the Authority’s key priority in the development of the capital markets. “We believe the best form of protection is through dedicating resources to investor education and awareness activities. An informed investing public aware of risks and their rights and with access to timely and reliable information is a better investment decision maker.” According to CMA, the primary
however, there were products in the pipeline that would go to the market
percent. The bond was reported to
“The massive oversubscription of the sovereign bond witnessed during the year is a strong vote of
is not a deeply entrenched culture in Rwanda. Investment and trading in shares is still seen more as a speculative venture or a preserve of sophisticated investors,” Mathu says. Sensitization campaigns started two years ago and are continuing. The sensitization campaign called on to SACCOs to consider capital market as another form of investment venture that would earn them returns. This campaign reached 316 SACCOs in various parts of the country.
the capital markets provides avenues for investment thereby investment ratios essential for Rwanda’s rapid industrialization.
The authority also conducted its
The bond was meant to pave way for future domestic issuance of Treasury bonds which the government did in
Challenge last year. This was
share volume increased by two per cent to 124.2 million shares compared to 122.1 million shares traded in the same period.
sponsored by the authority and other valuable stakeholders. The challenge brought together a total of 15 private and public universities. “The main objective of the competition was to raise awareness of university students towards saving and investment through capital
of CMA says that much as the Authority is enjoying some success, there is need for public education and awareness programs to sensitize the public on how to participate and on the opportunities and risks involved in capital markets investments. “Similar to other emerging markets, stock market investment
challenge comprised of an essay writing competition and a television shares of the listed securities at Overall, Mathu and his team are optimistic that with time, Rwandans will get to tap into the opportunities the capital markets presents to them.
The SERVICEMAG Mar -May 2014 | 39
nouveau directeur arrive tout le
Changement Dans Votre Organisation?
personne, votre entourage vous le déconseillera. Sans le vouloir vous les d’heurter la sensibilité des gens. Vous
Par Gandonou S. Marcellin
l’avant. Mais prenez soin de vous assurer
I
respecte au moins ces trois critères :
du temps l’homme et les systèmes y sont réfractaires. C’est l’histoire du crabe d’après vous le verrez dehors. Mais si
les autres vont le retenir. Les hommes se manière. Mais comme vous le savez si vous n’évoluez pas vous régressez parce
certains comportements. Selon John MAXWELL, vous ne pouvez pas amener
2. Restez constant dans votre changement
vous sortez avec votre assistante.
et dissimuler derrière des problèmes
serez confronté, c’est le rejet des marginalisé et seriez tenté de vous ne pas comprendre l’opportunité de votre
1. Changez vous-même d’abord
La clé de réussite ici est la constante
comportement dans une organisation,
Jack » Dit Que La responsabilité est mettre les bâtons dans les roues. situation: vos relations avec les autres, vos dettes, votre état de santé…
d’un CD audio de Hermann CAKPO consultant & coach à H&C est « Changez
résultat. Sinon, en cas d’échec, ils ne 3. N’accusez pas la résistance ; l’homme est réfractaire aux changements La plupart des gens n’arrivent pas à
vous laissez donc pas prendre au piège TSM
L’auteur est un Coach & Formateur en optimisation de performance marcelling@gmail.com
40 | The SERVICEMAG Mar -May 2014
Le Prochain Membre de Votre Équipe Par Gandonou S. Marcellin
4
Testez sa persévérance et n’engagez pas un salarié. « A la recherche du bonheur » avec Will
sont recrutés pour un seul poste. Non seulement ils n’étaient pas payés mais ils trimaient dur pour prouver leurs entreprise spéciale vous devez avoir
monter les gens dans le bus avant de leur dire leur destination. Très souvent les gens veulent tout savoir avant de s’engager. Seuls les persévérants sont sans aucune assurance. C’est le propre
avoir des salariés mais des entrepreneurs dit « si vous avez des employés ils formeront un syndicat mais si vous avez des entrepreneurs vous formerez une
1
Recevez la personne sans utiliser son dossier La plupart du temps les gens aiment
5
Ecoutez votre instinct et rassurez-vous que vous parlez le même langage sans détour, à un candidat s’il était marié. directe. Justement, certains clients n’aiment pas perdre leur temps et vont droit au but. Cela montre la capacité
impression, ou décision, est la bonne. Cela me rappelle la série américaine « Lie to me ». Le docteur Lightman, spécialisé dans la détection des émotions, se rend à l’aéroport muni d’une mallette pour
la personne, privilégiez une rencontre d’actualités. La plupart du temps vous
3
ne se doutait de rien, les interpelle face à leurs comportements suspects. Elle
Parlez de tout et de rien et de l’incompréhension, voire de candidat a un discours bien préparé dans
2
l’émancipation de la femme, l’égalité
l’imprévu. Confrontez ses dires à son dossier
s’en prenne directement à vous comme si vous étiez responsables des problèmes
à la recrue comment elle avait pu les détecter, elle répondit : « j’ai eu plusieurs petits copains ». Là dessus, le docteur lui laissa la mallette comme prime à l’embauche. Si vous ratez votre première pouvoir vous rattraper.
collé et écrivent des banalités comme « aptes à travailler sous pression ».
TSM
entreprise multiculturelle. La passion est l’ennemie de la cohabitation. il s’énerve. La dernière fois j’ai demandé, The SERVICEMAG Mar -May 2014 | 41
Impressive Customer care in Nyamirambo
While visiting Kigali over the Christmas holidays, I discovered Nyamirambo’s newest restaurant. It’s called Al Mannu and is located just next to the green and white mosque. The waiters were so friendly, particularly a young man named Mustafa who made sure that all of my visits were most welcoming. The owner would ask each guest if everything was ok and up to their restaurant at least 5 times during my 3 weeks visit. I highly recommend this lovely new café/fast food restaurant for its impressive customer care!
— Sarah Anderson
Rouge Noir Salon - Buja
Le Atrium Bar Lounge - Buja surtout le bon Tchiep Djen (repas traditionnel Sénégalais de riz aux légumes) servis par un chef venu du Sénégal. — Sandra Idossou
I experienced good service at Rouge Noir salon, the nails guy is pretty good. Geny’s beach have good food — Praise Musisi
AKAGERA PAINTS & HARDWARE “YOUR TRUSTED BUSINESS PARTNER”
ON ALL PRODUCTS IN STOCK AT APH ONLY PRESENT THIS COUPOUN AT THE TIME OF YOUR PURCHASE *OFFER EXPIRES ON APRIL 15TH 2014*
B.P,423774, OPPOSITE OF KOBIL | The SERVICEMAG Mar -May 2014 PETROL STATION, MUHIMA, KIGALI, RWANDA, PH:NO: +250 788765338 / 788309829 E-MAIL : akagerapaints@abgafrica.com, WEBSITE : www.abgafrica.com
Advertorial
Dynamic Changes at
SONARWA
S
onarwa Life and Sonarwa General, Rwanda’s leading insurers has set dynamic changes in motion that will see it offer better products and services in a faster, more affordable and convenient way.
corporate communications manager says the new turnaround centers on complete internal rebranding, business development, online insurance services, less bureaucratic procedures, more timely claims settlement services, more extensive branch and agents outreach and more employee engagement in service delivery.
products and services. The level of insurance penetration is still low, as Karungi noted that many only buy medical and motor vehicle third party covers since they consider the other covers expensive or aren’t aware of them sometimes. “All these perceptions can change if we do things in a right and timely way,” she explains. “People will in the process learn products and services they should undertake. They will also realize that insurance is not as expensive as they think,” she said.
“We are looking at cementing our position as the market leader by having excellent customer service,” she said.
With perfect customer experience at the back of the insurers’ targets, they have also gotten new top management
“For example when you look at the online platform we are developing, a client will now be able to apply for an insurance contract or claim from the comfort of his computer in much less time than it would take them if they had to visit
the company split into two separate entities, Sonarwa Life Insurance and Sonarwa General Insurance Company last year.
She added that they would train their employees and agents to engage more with the customers so that they have no problems while selling their
www.sonarwa.co.rw
Adekunle had been appointed managing director Sonarwa General Insurance Company. He replaces Jacob Erhabor while Aina Ademola Adedayo replaced Tonny Twahirwa as the managing
“We are looking at cementing our position as the market leader by having excellent customer service...” — Allen Karungi Gatete Corporate Communications Manager, Sonarwa director Sonarwa Life Insurance Company. She said both Erhabor and Twahirwa had been working in acting capacity since the company was restructured. “The appointment [of substantive] managers will now allow us to position ourselves better in the market and look at better service delivery and new products,” she said. The two Sonarwa insurance companies made a net production of Rwf 8.2bn last year up from Rwf 7.6bnrecorded in 2012. In the same period, a total of Rwf 3.79bn in net claims was paid up from Rwf2.22bn in 2012.
Aller à l’université: Par Eric DUSABIMANA
O
n voit beaucoup de gens partir à l’université, faire de longues études
suscite pas mal de questions dans la société et on ne cesse pas de se demander à quoi bon faire l’université si c’est pour se retrouver est-elle bien nécessaire? Est-ce vraiment la clé pour accéder au bonheur, à la connaissance ultime, à propose de répondre à ces interrogations d’une importance particulière. Le diplôme prime dans le recrutement dans divers domaines force est de exigé par les entreprises et les institutions qui recrutent entreprises et sociétés cherchent le plus souvent des gens avec une expérience professionnelle et un bon niveau universitaire. Ici il convient de noter que la formation universitaire vous aligne parmi les prétendants à si le manque
44 | The SERVICEMAG Mar -May 2014
d’expérience reste un challenge Pourtant, il y a pas mal de personnes qui réussissent sans pour autant avoir été à l’université. Pour eux, le travail intellectuel est voué à la faillite dans nos sociétés plus capitalistes. Et ils jettent un seau d’eau froide sur l’université et notre conception « technocratique/méritocratique » de
importants, curieusement, certains se détournent de cette voie toute tracée. Un choix de carrière
indispensable pour préparer les étudiants aux emplois divers. Et ce, non pas pour les raisons qu’on avance habituellement, à savoir qu’il existerait une demande croissante de salariés dotés d’une forte capacité intellectuelle, mais dans un sens beaucoup orientation ? J’imagine que chacun peut plus pervers: la routine universitaire habitue se trouver une bonne réponse sur ça. les jeunes gens à Pour accepter comme d’autres un état de choses personnes ce tout à fait normal qui compte l’enseignement supérieur est le décalage entre pour la indispensable pour préparer les la forme et le formation contenu, les universitaire représentations c’est votre rang par rapport à vos pairs. Peu importe si ces divers horizons aux étudiants mais elle derniers, vous compris, sont parfaitement ignorants. Alors que quand l’unique objectif de l’éducation devient la production de et d’une persévérance pour quelqu’un qui veut aller plus loin et dépasser les savoir, le système d’enseignement trahit barrières réelles et potentielles. tous les hommes désirent naturellement savoir. » On arrive ainsi à une véritable suggère à tous les étudiants de se doter d’une formation universitaire qui correspondent Certains ont ainsi du mal à trouver à leurs compétences et à leurs perspectives leur place dans le monde du travail sans d’avenir: une carrière ou un métier qui avoir fait l’université. Des formations corresponde le plus profondément à votre universitaires à connotation juridique, désir et qui vous rendra plus heureux, mais technique, économique ou sociale TSM sont hautement exigées pour pouvoir si les « emplois intermédiaires » représentent quelques fois des gisements
ericdusa@gmail.com
Abakiriya na bo basabwa kugira ikinyabupfura
umukiriya bishobora kukuviramo gutakaza umurimo hari ibintu bitatu wakoresha kugira ngo ushobore
Byanditswe na Eddie Heh Tuza Komeza ukore akazi kawe neza kugira ngo utagwa mu mutego w’abakiriya batagira imico myiza kuko baba bashaka ku kugwisha mu mico yabo mibi ituma nawe ushobora kubigana. Ntukangize ubupfura. Gerageza gutuza, ukore ibyo usabwa kandi ube impfura. mu mutwe ibyabaye noneho ukomeze wakire neza abandi bakiriya. Ibuka ko mu bo uha serivisi hari abakiriya beza kandi b’impfura. Abatagira ubupfura
Ntukiteshe umutwe Ibi ushobora kubikora mu kinyabupfura wiyibagiza abakiriya batitwara neza. Iyi tekiniki irakomeye ariko ni
E
umwamikazi naho utanga serivisi akaba umugaragu? Ese utanga serivisi agomba kwemera ibintu byose umukiriya amubwiye cyangwa akoze? Kwakira abakiriya ntibyoroshye ku buryo tugomba kwishimira imbaraga abatanga serivisi bakoresha kugira ngo batwakire neza. Twe nk’abakiriya usanga tutitwara neza, tutubaha abatwakira, usanga tubabwira nabi, nta kinyabupfura, tunabareba ikijisho. Iyo tuvuga serivisi nziza si ukuvuga ko tugomba gufata no kuvugisha nabi abantu baduha serivisi. Bose ni abantu n’ibyiyumviro nk’ibyacu. Si ukuvuga ko tugomba kubafata nkaho bari munsi yacu. Baba bari mu kazi kabo nk’uko na we uba uri ku kazi kawe nkuko twese bitugendekera,
kubahwa no kubwirwa neza. Ntushobora gufata uburakari bwawe ngo ubuture ku bantu baguha serivisi uhura na bo kubera ko uba wiriwe umeze nabi cyangwa se ugatura abakiriya Hari inkuru mperutse kumvana umukiriya ambwira ko umukiriya arangije gufata amafunguro muri resitora abwira uwamwakiriye ko amusigiye amagufa ngo ayarye. Nk’umukiriya, iyo nawe uvuganye neza n’abaguha serivisi nabo byanze bikunze bakwakira neza. Ndashaka uburenganzira bwo kwitwara nabi. Imyitwarire myiza yawe nk’umukiriya izatuma n’ukwakira na we akwakira neza. Icyubahiro uzamuha, umubano mwiza n’urugwiro ugirira abaguha serivisi ni byo birakugarukira. Niba ukora mu bijyanye no gutanga serivisi aho gusubiza nabi
kitari ngombwa ko cyakomezwa. Aho guta umutwe ngo usubizanye uburakari ntugatume amagambo mabi yabo uyasigarana mu mutwe wawe. Fata akanya gato wiruhutse wishyire mu mutuzo.
Bababarire ifatika cyane cyane igihe avugana n’ugiye kumuha serivisi ni umuntu mubi rwose. Mwibuke ko iyo basanganywe. Kuba baramutse nabi ntibigomba kuguhungabanya cyangwa ngo bikwangirize umunsi. Twibukiranye ko serivisi nziza ituruka ku mpande zombi, uko dushaka ko badufata iyo baduha serivisi ni nako tugomba kubikorera abayiduha tububaha, nitubigenza gutyo natwe abantu baduha serivisi b’imfura, batiganda bazaduha serivisi nziza. TSM eddieheh@gmail.com
The SERVICEMAG Mar -May 2014 | 45
Quality fans & followers
WAYS TO ATTRACT THEM ON
SOCIAL MEDIA S
omeone approached me at a business meeting recently
By Yin
o ka Olait
following my blog and other write ups online for long but their corporate social media pages had not been able to attract a thousand followers since they were created. What can we do? Can you get us someone who can perform such magic?’ This is a challenge many individuals and corporate business owners and social media managers face. I have been decided not to work on increasing my followers beyond a thousand. I work harder on my Facebook and Linkedin
46 | The SERVICEMAG Mar -May 2014
Get education: Online behaviours and value to me. So I get better result from these platforms than Twitter. I value purposes this may not be ideal, but since this is my private platform, I am ok. But when working with a client I will not adopt this strategy. We must admit also, we have seen brands which concentrate on Facebook over Twitter and verse versa. Here is what you can do to increase your fans and followers on Social platforms. Firstly, have a goal, know what you want to achieve, focus on what works for you and not what is working for others. Then keep evaluating your progress and change if you realise a need to. Keep improving your value creation: people who share and can relate with your story. Content is key in this area. Figure out who you want to reach online. Make sure you know what they want and be dedicated to it. We must also acknowledge some issues attract people more than others. Also note, Celebrities
We must admit there are semblances. Make an attempt to maintain appropriate online behaviour. This will make you more informed about audience
Read, read and read: This cannot be over stressed. The changing environment is ever there online. Keep a tab on the changes. Read materials online. While reading, you can also land on power idea on how to create better content that will attract more followers.
that can help you achieve your goal faster. Give gifts and rewards: Gifts and Network: There is no solo run online. Many solo runs will take years of personal time investment. Network with others and especially
followers and fans. No one hates gifts, rewards no matter how small it may look. Find a way of inculcating this once a while. It will do a lot of magic.
industry or geographical location. Give back: In addition to the above, give back, retweet, share what you feel is important to your crowd. Be generous in this area and you will see many who will help you too. Be human. Do not be serious all time: people want to know you are not all about business. They will like to see other things are of interest to you also.
Do not kill yourself: I have done all these and yet I have not met my target, and check if you are missing something. If you do this well, then do not kill yourself or give up. Continue to do what you are doing and be happy. TSM expert, Trainer and speaker.
to your business. Remember people hit thousands of followers than someone who is just building a name. Never use
Show the human side of your business.
The SERVICEMAG Mar -May 2014 | 47
KATIA MANIRAKIZA: Envoyez-nous vos questions légales à: askourlawyer@theservicemag.com
Bonjour, certains employés arrivent fréquemment en retard. Nous leur répétons, en vain, de changer d’attitude. Nous avons donc décidé de retenir une portion de leur salaire. Est ce que cette pratique est autorisée? Merci de me conseiller.
que des retenues sur salaire, en cas de retards ou d’absences non autorisés, soient appliquées par l’employeur vis-à-vis de en contrepartie du travail accompli par le salarié. Si ce travail n’est pas totalement exécuté pour cause d’absences ou de retards, alors l’employeur n’a pas obligation de verser le salaire correspondant au temps non-travaillé et n’ayant pas été ultérieurement récupéré. Il peut dès lors procéder à une retenue sur la rémunération ne se trouve soumise à aucune procédure
particulière à suivre par l’employeur, mais certaines conditions doivent cependant
proportionnel au temps d’absence la période de retard ou d’absence ne doit pas avoir été ultérieurement récupérée par le salarié la retenue ne doit pas excéder le temps non-travaillé, sous peine de constituer une sanction pécuniaire en cas de contestation du salarié et de litige, l’employeur devra apporter la preuve de ce temps d’absence, via les données récoltées par un logiciel de pointage, par exemple. Par ailleurs, si vous souhaitez renforcer votre autorité vis-à-vis de l’employé qui arrive souvent en retard, vous pouvez neanmoins appliquer des sanctions disciplinaires à son égard. Dans tous les cas, une sanction disciplinaire est une mesure que prend
un employeur suite à un agissement du salarié qu’il considère comme fautif. Elle
nous pouvons retenir sont les suivantes : avertissement verbal ou écrit, blâme, mise à pied, mutation, rétrogradation, licenciement pour faute réelle et sérieuse, licenciement pour faute grave (sans préavis ni indemnité). engagée dans un délai rapide à compter
de l’entretien, l’employeur indique les motifs de la sanction envisagée et
lettre remise en main propre.
Servitude de Passage Bonjour, je suis propriétaire d’un terrain situé au fond d’une allée. Mon terrain est enclavé et je n’ai pas d’accès à un chemin public. Je vais commencer à construire mais mon voisin refuse de me donner un droit de passage. Que puis-je faire pour réclamer cette servitude de passage ? Tout propriétaire d’un terrain enclavé, c’est-à-dire sans accès à la voie publique, peut invoquer le droit au désenclavement en réclamant la possibilité de passer sur le terrain de son voisin pour rejoindre sa propriété en demandant une servitude de passage. Il n’est pas possible pour le propriétaire du fonds servant (votre voisin) de s’opposer au droit de passage. Il s’applique aux personnes, aux véhicules, aux réseaux d’eau, d’électricité, téléphone, gaz (servitude souterraine ou aérienne).
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En général, la servitude de passage doit
laquelle la servitude survit au propriétaire
du fonds enclavé vers la voie publique, mais largeur du passage doit correspondre aux besoins des personnes qui l’utilisent, c’est-à-dire une personne ou un véhicule, si besoin est. Une fois determiné, il est nécesdastrales qui tiennent compte de cette servitude de passage. Par la suite, vous de nouveaux titres de propriété.
de l’entretenir aussi longtemps que ce droit est rattaché à votre terrain. Toutefois, si le propriétaire du fonds servant utilise également ce passage, l’entretien doit en principe
réclamer une indemnité en échange de la servitude, dont le montant est proportionnel aux dommages subis. Cependant, si vous et votre voisin n’arrivez pas à vous entendre sur le tracé du passage ou sur le montant de l’indemnité,
comme toutes les servitudes, est perpéc’est un lien entre deux immeubles et non entre deux personnes. C’est la raison pour
tranchera sur les modalités de votre servitude.
CARNET DE VOYAGE
Un week-end à,
P
la capitale Kigali, l’arrivée à Kibuye porte son lot d’émerveillements.
des collines généreuses, le lac Kivu, au entier : les collines s’allongent dans l’azur, Pour admirer ce paysage sublime, une adresse est toute appropriée : le
de nuances. Située juste derrière une église à pied du centre ville, la pension de 25 chambres est un endroit simple et bon
Kibuye
la belle endormie Par Josselin BREMAUD
Réveillé au petit matin par le chant Pour accéder à des chambres Entre minéral et végétal
multilingue, propose plusieurs options
Le menu est assez varié et d’assez
spectaculaire Cormoran Lodge s’intègre parfaitement à la nature environnante, et se déploie, comme l’oiseau éponyme, du
dollars la chambre simple, 75 dollars un charmant jardin louvoyant entre minéral et végétal. De multiples par la propriétaire, la Belge Nathalie À moins de trois heures de Kigali,
bolognaise, il y en a pour tous les goûts,
ailleurs de l’ouverture sur l’immense
RWF. À la tombée du jour, la vaste terrasse, dotée d’un balcon singulier,
lodge. Elégamment décoré, entièrement à base de volaille et de poisson, ainsi
TSM
bremaud.josselin@gmail.com
ou du lac impassible, est le miroir. The SERVICEMAG Mar -May 2014 | 49
A la découverte de Bujumbura Par Sandra Idossou
J
plusieurs raisons… Venant de
inoubliables à Bujumbura et ce Kigali, Bujumbura me rappelle énormément cette partie de
du pays. Je vous invite donc à me suivre dans cette découverte. Bujumbura ou Buja, capitale attractions pour un dépaysement total ou simplement pour une farniente mérité. Sites Touristiques à proximité de la capitale Bujumbura est probablement la seule un parc le matin, avoir un rendez vous dans un restaurant chic à 13h et terminer l’après midi à la plage. J’adore cette ville pour
Le charme du lac Tanganyika n’a sont disponibles tout le long de l’année. La réserve de Rusizi, proche de la ville, est probablement une des attractions phares. Hébergement et Restauration Bujumbura, aussi surnommée Buja dispose d’une multitude d’hôtels de toutes catégories mais personnellement, le Roca Golf Hôtel restera l’un des meilleurs hôtels privés avec un service de standing international. Cet hôtel est situé carrément dans le Golf et pour moi, rien n’égal la petite trempette du matin à la piscine située dans le coin carré de l’hôtel. Ici, le Branding prend tout son sens. Tous les objets de l’hôtel sont taggués d’un grand « R »… entre le « L » et le « R » Le Buja Café est
Atrium Bar Lounge
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sont super sympas, très ouverts et nous donnent cette impression d’avoir trouvé des amis après juste
Les Tambours du Burundi
appartenant à des jeunes très bon café produit par
Paysage du Burund i Centre ville
aussi un très bon service. Le personnel y est bien formé. Cherchez à rencontrer Jules, un des propriétaires, et vous serez ébahis par le dynamisme de cette jeunesse bouillonnante du Burundi. Distractions L’apéro après le boulot est une culture bien ancrée dans les habitudes des Burundais mais aussi des Bujumbura la belle est aussi le lieu des activités nocturnes
de son peuple sont autant de raisons pour aimer ce pays. 2. N’oubliez pas déguster une friture
Buja Cafe
l’espèce est très répandue dans le lac et le Mukeke, le Capitaine et le Sangala.
Le Burundais et le Sport. Je pense n’avoir jamais vu autant
serez bien servis. Aucune visite ne vaut des traditions principales du pays.
end. Du vendredi au dimanche, tout le monde est en tenue de sport,
4. Tout comme au Rwanda, il est mal vu de grignoter ou de manger Selon certaines sources, il paraitrait
Président ne déroge pas à la règle. Saviez-vous ? 1. Le climat du pays, son paysage toujours verdoyant, la beauté de ses collines, la gentillesse
dans une conversation.
TSM
Roca Golf Hotel
sidossou@theservicemag.com
The SERVICEMAG Mar -May 2014 | 51
U Rwanda Impinduramatwara mu gutanga serivisi Byanditswe na Eugene Sibomana
Rwanda ni kimwe mu bihugu ku mitangirwe ya serivisi zitandukanye, aho usanga hibandwa cyane ku bukerarugendo, amateka y’igihugu hamwe n’ubucuruzi; ariko ikigero cy’imitangirwe ya serivisi kikaba kiri ku rwego rudashimishije. Ni muri urwo rwego umuryango utegamiye kuri
abanyeshuri bo muri za kaminuza rwego rwo gukomeza uru rugamba biyemeje rwo gukumira serivisi itanoze no kugira ngo babe imbarutso z’impinduramatwara mu mitangirwe ya serivisi. KAMANZI Jackeline, umuyobozi wa ko impamvu bibanze ku rubyiruko ruri muri za Kaminuza n’amashuri makuru ari uko ari rwo mbaraga z’igihugu zubaka kandi iyo rwiyemeje ikintu rukigeraho. Yagize ati “Serivisi itanoze ikomeje gukumira iterambere ry’u Rwanda ku buryo umuntu ahomba akabura impamvu y’igihombo kandi yarirengagije ikintu kimwe gusa: Serivisi nziza. Twahisemo abanyeshuri bo muri za kaminuza kugira ngo tubashe guhugura abantu twumva nabo bazagira abandi bahugura.” Bamwe mu batanga serivisi zitandukanye mu Rwanda nabo basanga
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hakiri intambwe ndende mu gutanga serivisi, gusa ngo hari imbogamizi zo kubura amahugurwa, imyumvire idahwitse y’abakozi ndetse n’imyumvire y’abakiriya ku gutanga no gusaba serivisi. MUSHIMIMANA Amos, umukozi ati: ” Abakiriya nabo nibamenye ko muri serivisi bahabwa bakagombye kuzigiramo uruhare. Abazitanga natwe duhindure imyumvire twumve ko umukiriya ari umwami; mu kazi, menya amahame ndangamwuga urimo, ntabwo umukiriya aza akeneye serivisi y’ibintu cy’ imyumvire bikaba ngombwa ko umufasha ubucishije mu nyurabwenge.” Serivisi mu Rwanda zikomeje kwibandwaho nyuma y’uko hasohokeye icyegeranyo cy’ubushakashatsi bwakozwe n’itsinda ry’impuguke ryitwa On The ko nibura 1 muri ba mukerarugendo 4 baza mu Rwanda usanga barahawe serivisi itanoze kandi u Rwanda rukaza ku mwanya wa nyuma mu karere mu
kandi bwagaragaje ko gutanga serivisi itanoze biterwa no kumenyera ikiguzi kugira ngo umukozi atange serivisi nziza, mu kwakira abakiriya ndetse no guhorana inabi mu kazi. Perezida wa Repubulika Paul KAGAME yitangarije ubwe ko serivisi itanoze ari ikibazo gikomereye u Rwanda kandi kigomba kubonerwa umuti vuba. Yagize ati “Gutanga Serivisi inoze biracyari ikibazo cy’ingorabahizi mu bikorera, inzego bwite za leta hamwe no muri sosiyete sivile; iki ikibazo tugiye kwitaho mu minsi, amezi ndetse n’imyaka biri imbere. Ntidushobora kwihanganira umuco wo gutanga serivisi zitanoze mu Rwanda haba mu bigo bya leta, mu bikorera ndetse n’abakiriya bemera bacecetse guhabwa serivisi nkene zidafututse, niko nabyita.” TSM
TAKE
GOOD CARE OF YOUR EYES By Dr. Rachna Pande
is the reason why with increasing Throughout waking time eyes are present in the atmosphere. Washing with copious cold water is good to keep eyes clean and cool. Infrared rays of the sun are damaging to the eyes. Early premature cataracts are known to develop in persons who work under direct sunlight most of the time. of the eyes to sun is a precaution which should be taken by all. Ensure that glasses have no scratches on the lenses which may strain the eyes. High blood pressure and diabetes also tend to damage the eyes. There
needs to keep them under control to avoid these visual complications.
necessary for strengthening of eye muscles which enable one to see both far and near objects. A diet containing whole grain, fresh green vegetables, carrots and yellow fruits is useful for good health of the eyes. People take up walking, gym,
E
yes enable man to see the world. If vision is damaged, there are various corrective procedures to rectify it, but the normal eyesight is never restored. Good care of the eyes is therefore important so that one can workers are more prone to damaging their eyesight through the use of the computer for long hours. Proper lighting is important while working. Light should fall in front of the computer, so that a shadow does
not fall on the page being read or on the computer screen. After reading or working on computers for a long time, eyes should be closed for a few moments
illuminated rooms is not healthy for the eyes as they lose their natural power. This is the disadvantage of working
computers for several hours continuously makes a person short sighted as the faculty to use far sight is reduced. This
strengthen their function if weak. Any infection or injury of the eye should never be neglected, because it can lead to irreparable damage. By following such simple measures one can keep their eyes in good condition for most of their life. TSM The author is a Specialist-internal
The SERVICEMAG Mar -May 2014 | 53
SANGWA RWABUHIHI of HINO DESIGNS “Styleguide Afropolitan” Mag (TSM)
The Service
By Gloria Iribagiza
ence change within your community?
SANGWA: We believe in creating ties with Germans, the kind of ties that can lead to great business projects. misinformed about the reality of Rwanda and Africa at large and this starts at a very early age. It starts with the coloring book children get at age 3, with elephants and lions, and then comes the cartoons portraying “tribal” people in the jungle. been involved in at least two school projects to send 1 euro to “some poor
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kid in Africa” selling cakes or making jam. This is not negative in itself and I am surely generalizing, but what I mean here is: it’s not necessarily their fault, they were conditioned to think in that way about us, and at the same time we have been really bad at telling our story. That’s why I am involved in projects that show that Africans in Germany can be lawyers, doctors or engineers. And the continent itself is moving forward. It has to start with children at elementary school level so they can have a critical role to play in that.
TSM: Why is it so important to you that this perception of Africans is changed?
together, if people think of you only in terms of charity. The right Image of Africa needs to be portrayed out there. We should not underestimate the power of image and perception in what we do. I believe we are on the right track, Rwandan soldiers are known for Africa and beyond, there is no reason Rwandan engineers can’t do the same.
TSM: What do you consider as the big-
TSM: What motivates you to do what you do?
SANGWA: Being a pioneer is an
TSM: What is your message for the Rwandan youth?
SANGWA: We need to think as of the biggest challenges. It is not developers in Rwanda. But initiatives
TSM: How do you hope to overcome present challenges through a tech/ innovation career?
smarter people will come after us. Recently, while I was attending an event in Kigali, a couple of young people came to me, and told me how much my work inspired them and made them want to work hard. That’s probably my biggest success story so far.
SANGWA: I have decided to introduce
TSM: What are your aspirations?
renaissance and the increasing number
and recruiting the best team. One needs to be humble, recognize his
the last couple of years. These travelers are often confronted with the issue they come out of their hotel rooms to enjoy a shopping afternoon or go out at night. Given their limited time and their Afropolitan identities, they have such as ‘Trip Advisor’ don’t really satisfy. The “Styleguide Afropolitan App” is dedicated to their needs and is the kind of daily companion you would like to have on your trips to a new African city. We are working tirelessly to improve and trendy and truly Afropolitan app, in terms of its philosophy and content. Beyond the traveling aspect, the app is bringing forward new African creators in design, architecture, fashion, gastronomy and other lifestyle aspects. We would like everyone to get an overview of what’s happening over the entire continent. TSM: What is your biggest success story and how has it made you feel?
SANGWA: Success is a word that can be sure I can talk about success stories, but couple of years ago, I won the ‘Jan Stenbeck Award’ as a young achiever, and that made me deliver a speech at a gala dinner, in front of people like Shimon Peres, CEOs of companies such as Starbucks, Nike and other Hollywood celebrities. It was a great moment.
American software developer or the is not biologically better than you, he just had the conditions to make it happen. We need to humbly accept the fact that we are behind and work hard to catch up, but at the end of day, it has to start with the right mindset, sit in the front, not in the back.
TSM
glo.irie@gmail.com
bring in the right skills. I am also willing to build bridges to the business community in Germany, from large
Up Close When are you happiest? “Nothing replaces a good meal with good
all-white, and with panorama view—I also love Aston Martin Cars.”
What inspires you the most? “I love to talk to people I meet on trains and buses. I think it makes you see the
would you like to meet in person? “I would love to meet Nigerian author Chimamanda Adichie and British architect David Adjaye.”
What makes you sad?
Are you dating, single or married? Dating.
turn into a massacre. Recent events in Central African Republic and South Sudan are quite preoccupying.” Favorite drink/ snack/ dish? “I do love mafé chicken, it’s a famous Senegalese dish. I also have nothing against a glass of white wine, preferably Pinot Gris from the Alsace and Pfalz regions, close to where I live.” What gadget can’t you possibly do without? “I frankly don’t know what I would do without my smartphone, other than that, I can survive.”
What’s the most daring or craziest thing you’ve done? “I remember being at a concert 10 years ago, and we knew—my friends and I—that Santana would pass by at some point in front of us, but we also knew his bodyguards would never let him stop. So as he approached, we sang one of his songs so loudly, that he stopped, and greeted each one of us. We couldn’t believe it.”
What is your Dream Car? “Without any hesitation, the Mercedes-Benz C63 AMG
The SERVICEMAG Mar -May 2014 | 55
African print Timeless fashion African prints remind us of our rich traditional cultures in Africa. Their patterns and colours speak of timeless heritage, beauty and splendor. African formal wear or casual wear.
Summer casual printed dress by Uzuri K&Y Designs www.facebook.com/UzuriCollection Tell: (+250) 788 9449 60 or (+250) 788 9771 44 Cost: $67 Model: Carol
Jewerly by Inzuki Designs Adress: City Centre, Ndaru courtyard (across the BCR main branch parking) www.inzuki.com Model: Alexia Mupende Photographer: Gael R. Vande Wegh
“Style is a way of saying who you are without having to speak”
Comfortable and trendy unique African print sandals by Uzuri K&Y Designs Cost: $20
— Rachel Zoe
By: Inzuki Designs Model: Maye Srouji Photographer: Gael R. Vande Wegh Items at Inzuki Designs range from 5,000rwf to 35,000rwf
Accessories that Fashion is often used in two primary ways: stand out. Jewelry is a very strong aspect
a statement. From subtle to bold and everything in between, there are so many directions one can go when it comes to accessorizing. Stand out with one of a kind colourful jewelry by Inzuki Designs. 56 | The SERVICEMAG Mar -May 2014
WHAT’S HOT!
FASHION PAGE
Eco-friendly Bags Fashion that supports a good cause by recycling waste in Kigali is a sure bonus because fashion and our environment should go hand in hand. Angaza, a start up eco brand recycles materials that would have
nature, cause pollution. Angaza upcycles billboard banners, rice sacks and
TIPS for men Ask for real and honest feedback from the people you trust footwear can ruin an otherwise polished look. Invest in at least one tasteful pair of shoes, keep them in pristine condition. you can make in your style is to make sure everything TIPS for women Keep it simple; avoid wearing more than three colours Invest in these three basics; a black dress, black blazer, neutral handbag are in the direct line of vision of anyone you talk to so they should be considered well.
trendy durable accessories with an African touch.
Purses by Angaza Cost: 7,500 RWF
AFRICAN PTINT MATCHING TIP: Identify one or two colours in the African print and match it
Cross body bag by Angaza Tell: + (250) 785 1358 63 Model: Faithful Cost: 8,500 RWF Cost: $20
Tote bag by Angaza Cost: 10,000 RWF Wallets for men by Angaza Cost: 7,000 RWF The SERVICEMAG Mar -May 2014 | 57
THE SERVICEMAG BEST SERVICE PROVIDER SURVEY 2013
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64%
GOVERNMENT AGENCIES
The criteria for selection, was based on those providers where at least 50 respondents had answered the service satisfaction rating question. The overall satisfaction score was examined and in instances where there was on the percentage of respondents who were
Winners were awarded a decorative batik design by The ServiceMag and an engraved plaque by RDB’s Na Yombi campaign at an award giving ceremony held at The Kigali Serena Hotel.
Category
50% LOCAL OFFICES
Business Name
Airlines Bus Companies
Horizon Express
Banks
Access Bank SA
Insurance Companies
CORAR
Healthcare
Polyclinique du Plateau
Hotels
Hotel Mille Collines
Restaurants
Sakae RZ Manna (also voted orerall best performer
Internet Providers
Tigo
Supermarkets
Nakumatt
Government Agencies
Rwanda Directorate General of Immigration and Emigration
Petrol Stations
Engen Kicukiro
Media
Isango Star
The SERVICEMAG Mar -May 2014 | 59
Pictorial
The ServiceMag AWARDs Pluie de récompenses pour les meilleurs services élus par les clients/Consommateurs du Rwanda. De la restauration au service public en passant par la santé, tous les domaines d’activités ont connu leur grand gagnant. Suite
Cette soirée fut aussi une occasion pour partager les connaissances avec Francis Egbuson sur
Sasha Haguma, Marketing Manager Mille Collines Hotel
Mike Kayihura and Angel Mutoni entertaining guests
Isango Star receiving the Best Media Award
Beatrice Umwiza of i&M Bank
Christine Biraro of Airtel, Yvette Umutoni of RDB and Denise Omany of Serena Rwanda
Claire Akamanzi, COO RDB
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Melody and Ange from The Directorate of Immigration
Nathalie Munyampenda, our brilliant hostess of the evening.
Uganda’s Ambassador to Rwanda, Richard Kabonero, Francine Iribagiza and Alice Katiti of RwandAir Mukundwa of Tigo
Francis Egbuson, General Manager, CEMM Group, the keynote speaker.
Berna Namata of the East African Newspaper
Anne of Illume
Eva Gara of The Point, Business Centre
Sandra Idossou, Publisher of The ServiceMag and Adan Ramata, Country Manager, Nakumatt Rwanda
Patrick Byiringiro and Anne-Marie Kantengwa of Chez Lando Hotel
Invited guests Marie-Francine Umuliza of Access Bank
The SERVICEMAG Mar -May 2014 | 61
réceptionniste? en contact permanent avec des clients comme l’allemand, le chinois, etc. Mais
est une des causes des mésententes avec les clients » raconte Nice. Une journée dans la vie d’une réceptionniste? Réveillée habituellement
elle commence, elle prend le temps de
A la rencontre d’une réceptionniste
Nice A
été motivée par ses parents et
une autre coupe de bonne performance ce métier. J’aime les gens, surtout de diverses cultures et horizons. Grâce à ce travail, je rencontre toutes sortes de
62 | The SERVICEMAG Mar -May 2014
Entendre Merci de la bouche des clients, c’est ma plus grande récompense Travailler dans un hôtel comme le Mille Collines lui permet de s’améliorer les situations les plus délicates.
arrivées et départs du jour, les manifestations prévues de la journée dans l’hôtel. Sa journée se termine habituellement à 17h. Et en période
de son travail, Nice se passionne à la prière, la chanson, la natation et regarder les matchs de football. « Je ‘’Indatwa ‘’ de notre l’hôtel. » nous
Son crédo? « Toujours avoir un
Ce qu’elle aime le plus dans ce métier? « Entendre Merci de la bouche des clients, c’est ma plus grande
son métier, entièrement sans réserve, avoir la volonté et une grande capacité d’écoute et de chercher constamment à prendre soin des besoins de tous
passé un séjour mémorable dans notre
leurs couleurs etc. « En fait, le client est notre priorité. C’est grâce à lui
Rwanda avec un bon souvenir. »
notre attention. » conclut Nice.
Share your story with our readers in ‘At Your Service.
TSM
Write to us on editor@theservicemag.com and tell us how you chose your career, developed it and what you enjoy most about it and also the challenges you face at work.
The SERVICEMAG Mar -May 2014 | 63
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