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ISSUE 23: SEP - NOV 2015

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The SERVICEMAG Sept - Nov 2015

BY BONNIE KIM

Customers have no option except to tolerate poor customer service hoping one day a competitor will come and they will have an option. You only give customers what you think they want just Ford did, “Any colour Model T, as long as it is black” Your work as a business is to make sure that you are so good at what you do that the customer doesn’t tolerate you but celebrates you because of the kind of the service that you give. Your customer service is so good that even if you have ten competitors they will still come to you because of the monopoly you enjoy in terms of customer satisfac-

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There are only two rules to achieve business success business that you do, that your customers says, “Any products or services you need as long as we buy from so and so…” To succeed in business you need to be a game changer in your industry. You have to outgrow the daily challenges that you face in your industry. Successful businesses of tomorrow are the ones that will

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RULE NUMBER ONE, THE CUSTOMER IS ALWAYS RIGHT; RULE NUMBER TWO, IF THE CUSTOMER IS WRONG REMEMBER RULE NUMBER ONE

In your line of business, you should have these three objectives; one is to become the best at satisfying the needs of your customers, second is to be very fast at solving all the complaints of your customers and learning from them so that you don’t repeat the same mistake and third at anticipating the future threats

Your customers will save you money for research if you only give them your ears; they will tell you what they like and what can be done better. Open your eyes and you will see what they see and give it to them. turn their complaints into compliments as far as they know you sincerely understand them and you are willing to make it better next time and any compliments they will tell their friends who in return will make your business successful.

Any time you want to complain about a customer remember rule number one, smile and serve the customer with all your heart. and opportunities for your business and coming with solutions ahead of your competitors. It doesn’t matter how small the business you are starting is, what matters is that you have the vision of how big you want it to grow in the future.

any business professionals have yet to appreciate the impact professional or business networking has on their business. Some years back before I ventured into the business world and before I understood this concept, my colleagues and I would at-

bonniekim@bonniekimltd.com TSM

of achieving 16 Rules business Ssuccess

Business management 6 choses à faire après chacune de vos victoires

Impamvu zakubuza kuba ikirenga

Ibintu icumi ushobora gukora kugira ngo utangire umunsi neza

Does customer experience matter?

perspectives 20 Hospitality Back to the basics,

Le client prend quel risque avec vous?

people from all over the world acquaintances. In the business world this is unacceptable. All successful people know the valness networking is to establish a human interaction with other

Some networking strategies include identifying organizations, events, professional groups and social clubs whose members tics, and getting involved. Get to know people, and let them know what you do. like-minded people for the purpose of exchanging business ideas, knowledge, advice and other resources that have the ness. Professional networking is the creation and cultivation of business friendships and acquaintances. If you are meeting someone starts by saying hallo and introducing yourself by stating your name and your profession or where you work. In normal circumstances the person you are meeting would similarly erally followed by a discussion on your business and other persocial skill that many people do not know or simply ignore. Networking is not just for es-

ALL SUCCESSFUL PEOPLE KNOW THE VALUE OF EFFECTIVE NETWORKING.

Volunteer for committees, attend events and conferences, and maximize opportunities mal sessions. Any business deal or partnership that has ever been concluded started through networking. Networking is important because no matter how smart or business savvy someone is, he knowledge and viewpoint of others. All things being equal, people want to do business with their friends. Relationships are a basic human need. Helping for relationships helps you, too.

tablishing new acquaintances and friendships. You must continuously network with your colleagues and other like-minded people to keep learning as much as possible on potential

of the ServiceMag

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gerald.mpyisi@gmail.com or gerald.mpyisi@theservicemag. com

ICT Why your organization needs to be Social-media-Ready

Fashion Fashion

Pictorial Pictorial

Plus....

Youth talk Shifting the standard of creatives

They wowed us They wowed us

Advertorial DHL strengthens rwanda footprint by opening Rwanda subsidiary

Cover story Airtel soaring to greater heights

Your health matters Ugomba kwicara / guhagarara neza igihe ukora

Understanding your customers Have your say Les défis de la transformation de l’économie Africaine

tend international conferences and instead of networking, we would cluster into our own small groups to discuss our own issues in our own language, which in most cases were really non-issues. Some of us never even had any business cards. ference attended by over 2000

BUSINESS MANAGEMENT

new business opportunities and other social issues. Repeated interaction encourages cooperation. People who repeatedly come into contact with each other tend to develop positive relationships, especially when they share a common goal.

The power of professional networking on your business

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PROFESSIONAL NETWORKING

ON YOUR BUSINESS

Any time you want to complain about a customer remember rule number one, smile and serve the customer with all your heart.

Customer service How to evaluate your customer service

THE POWER OF

BY GERALD MPYISI

& Sales Trainer:

Have your say Africans set and maintain standards

BUSINESS MANAGEMENT

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CUSTOMER SERVICE

small, learn fast, give your best but make sure you grow fast and keep your customers happy all the time. Happy customers who celebrate you will bring their friends who will bring their friends. You will save a lot of money with happy customers through word of mouth advertising.

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Rules of achieving Business Success

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CUSTOMER SERVICE

CONTENTS

PUBLISHER’S NOTE

The SERVICEMAG Sept - Nov 2015

Changing Attitude

ast week I shared lunch with Yeho, a childhood friend I last met in Zimbabwe in the 60s. He is now a senior marketing executive with one of the largest pharmaceutical companies in the United States. After learning that he had been around for several weeks, I was, as a customer service strategist and consultant, curious to hear what he had to say regarding our level of customer service vis-avis his experience in the US. “Gerald, you have your work cut out for you” he said. “Can you imagine I walk into a business and no one approaches me? Many times I had to initiate the conversation including the greeting. You people have a bad attitude”, he added. I couldn’t agree more. “Please continue”, I said, as I listened to what I already knew well and regularly share with my participants. “People here do not know how to sell; they don’t know how to get money from customers; they lack sales skills. In our business our sales people have mastered the art of enticing customers to buy more than they had planned. I found classic statements such as ‘what else can I get you; we also have this; I am sure your beautiful daughter here would love this; missing from their conversation”, Yeho said. I told him he would change his perceptions after he encountered the street vendors – the best sales people in this country. These are the guys who will sell you something you had not intended to buy. As I drive by, these street guys throw magazines in my car knowing well I will pay. While at a filling station one guy replaced my wipers without my permission and threw my old ones in the back seat and told me to pay when I got the money. I paid him on the spot. As I listened to Yeho narrating his experiences, I realized how often we come across these challenges and how we have developed the “it is ok” attitude thus accepting mediocrity instead of refusing to accept poor service and helping businesses to improve their service. Yeho’s bad experiences are not insurmountable challenges. The skills can be taught and acquired and the attitude can be changed. The ServiceMag is committed to giving you an opportunity to share your experiences and to bringing you tools and skills to help you improve customer service. We invite you to read on and enjoy and learn from the various articles presented by our experienced contributors.

Gerald Mpyisi Publisher

R FOUNDER

Sandra Idossou: sidossou@theservicemag.com

PUBLISHER

Gerald Mpyisi: gerald.mpyisi@theservicemag.com

DESIGN & LAYOUT: Wairagala Stephen: stefways@yahoo.com Tel: +250 788 353 352 ENGLISH EDITOR: Aryantungyisa Otiti: aryantu@theservicemag.com KINYARWANDA EDITOR: Gaspard Habarurema: gaspardhabarurema@gmail.com FRENCH EDITOR: Diana Ramarohetra: diana@theservicemag.com MARKETING CONSULTANTS: Jean Paul Uwayezu: +250 788 781 562/ 788 746 061 jeanpaul@theservicemag.com PHOTOGRAPHY: Patrick Nsengimana: patricky052001@yahoo.fr CONTRIBUTORS: Gerald Mpyisi, Sandra Idossou, Jean Pierre Lauzier, Jerry O. Were, Thomas Oppong, Hermann H. Cakpo, Gloria Ilibagiza, Dr. Rachna Pande, Efua Hagan, Lansana Gagny Sakho, Bonnie Kim, Infinit contact, Carly Okyle, Gad Opondo, Yehoyada Mbangukira The following organizations supported us in producing this issue: Airtel, Rwandair, Bralirwa, Kenya Ports Authority (KPA), DHL, MTN, Mille Collines by Kempinski, Akagera Aviations, Akagera Business Group (ABG), Aflink DISCLAIMER: The opinions, articles and photos in The Servicemag & The Servicemag On-line do not necessarily reflect those of the editor, publishers or their agents. While every care is taken to ensure the accuracy in preparing this magazine, The ServiceMag assumes no responsibility in effects risen there from and cannot accept responsibility for accidental loss of errors in articles and pictures.

The ServiceMag Rwanda Tel: +250 788 781 562 email: info@theservicemag.com advert@theservicemag.com

The SERVICEMAG Sept - Nov 2015

EDUCATIVE & IMPRESSIVE MAGAZINE

I am a facebook and twitter follower of The ServiceMag. I have been reading the magazine since it was launched. I collected all the issues from the 1st to the 22nd. I love reading your magazine because of the educative articles. Your engagement online and social media impresses me. I love to read about good and poor service experiences so I can decide which companies to avoid. Christian

THIS IS THE BEST MAGAZINE EVER Your magazine is the best! It is very different from others in which one turns more than 10 pages and can’t find anything to read. The ServiceMag is full of instructive, educative and informative content. I love it. Keep up the great job you are doing! Jado Njye nkunda gusoma ikinyamakuru cyanyu, ibirimo ndetse n’amakuru mutugezaho. Inkuru zanditse mu kinyarwanda ziradufasha cyane ku buryo biduteza imbere mu bikorwa byacu by’ubucuruzi. Madeleine

Nadine is my name and I am one of your fans from

long date. I am passionate with article writing articles on different matters mostly business. I would like to know if I can have the privilege of writing articles for your magazine. Je viens souvent aux évènements professionnels que vous organiser de temps en temps. Vous créez un espace de connexion avec des gens importants, n’arrêtez pas continuez à organiser plus d’évènements. Shyaka Jabo

The SERVICEMAG Sept - Nov 2015

Comment se passer de l’unique magazine qui parle du service au Rwanda ? Vous avez bien choisi le domaine qui préoccupe même le gouvernement rwandais. Il vous faut une récompense car vous faites du très grand boulot et rendez service a la population. Merci. Jean de Dieu T. Mba numva naza ngakorana namwe rimwe kubera ko mukora ibintu byiza kandi rwose bifasha abaturarwanda. Mukomereze aho rwose. Ikinyamakuru cyanyu gikoranye ubuhanga. Muri aba mbere.

Kanamugire

I have known you since 2008 when I was living in Belgium where I was given a magazine with your story in. As I came back to Rwanda I saw your second issue of The Service Mag. Since that time, I have kept all issues of your Mag and it has rolled well. This has been the reason why I value your commitment. I am sure you have helped Rwanda in terms of SERVICE DELIVERY AND CUSTOMER SERVICE. I am so thankful to your work and the inspiration your initiative gave me.

Samuel Ngenda

Please submit your comments and suggestions Ese mwakunze inyandiko tubagezaho? Turabasaba ngo muduhe ibitekerezo kuri

editor@theservicemag.com

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WE LOVE TO HEAR FROM YOU

DISCOVER THE ONE MILLION TEUs MAGIC PORT

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and other infrastructure with the building of the standard gauge railway line connecting Kenya to Uganda, Rwanda, Sudan and Burundi in its’ second Phase of construction • Receives over 34 shipping lines calling with direct connectivity to over 80 ports.

stablished in 1978 through an Act of Parliament, the Kenya Ports Authority jurisdiction covers the Port of Mombasa and all scheduled seaports on Kenya’s coastline that includes Lamu, Malindi, Kilifi,Mtwapa, Kiunga,Shimoni, Funzi and Vanga. The Port of Mombasa is the key entry and exit point for cargoes belonging to Kenya, Uganda, Rwanda, Burundi, Eastern DRC, Northern Tanzania, Southern Sudan and Ethiopia. The fundamental social and economic role the Port of Mombasa plays in serving Kenya and the entire Great Lakes region cannot be overemphasized. As the regional economies continue to grow, so is our duty to beef up our operational strength in tandem with the increasing demand for imports and exports. KPA handled one million TEUs in the year ending 31st Decem-

• Has proximity to the Great Lakes Region with regional offices in Uganda, Rwanda & Burundi to facilitate documentation and cargo tracking ber 2014 officially joining the league of top performing ports in the world, positioning itself the second in the Sub - Sahara region to handle more than one million containers in a year. The Port of Mombasa received MV CLEMENS SCHULTE (the largest ever container vessel to call at the port measuring 255 meters long, 13.9meters draft, 37.3 meters wide) a Maersk vessel with a capacity of 6000 TEUs on Thursday 20th August 2015. WHY USE MOMBASA? It is: • The most efficient port in the region being in the league of top performing ports • A 24 hour service port. • Has a dredged deeper channel to accommodate larger vessels • Has active government support to improve rail and road network

• Equipped with modern facilities and served with private cargo freight stations near the Port. • Capable of handling the largest floating passenger ship, the Queen Mary II. KEY ACTIVITIES Kenya Ports Authority carries out the following key activities in Mombasa: a) Marine Services Pilotage, towage, mooring, dry docking, provision of aids to navigation, and maintenance of the channel and turning basin. b) Stevedoring & Shore handling services Cargo handling services for containers, general cargo (loose cargo including motor vehicles), dry bulk and bulk liquid and c) Reception of cruise passengers Handled 12,145 cruise passengers in 2013.

Kenya Ports Authority Kigali Liaison Office Grand Pension Plaza, Avenue de la Paix KN 3 AV The SERVICEMAG Sept - Nov 2015 7 P.O. Box 1613 Kigali, Rwanda Tel: 250 735 40 11 98 Email: kigaliliaison@kpa.co.ke ; cwkamau@kpa.co.ke

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MTN Rwanda rewards 4 millionth customer MTN Rwanda has awarded its 4 millionth customer, Uwimbabazi Francine of Gicumbi District, Ruvuna Sector with stock worth 4 million Rwf to start off her business as an MTN vendor. “We could think of no better way to celebrate this accomplishment of having 4 million customers than by thanking and awarding those who made it possible, our customers,” said MTN Chief Marketing Officer, Yvonne Manzi Makolo. “We are pleased to give Uwimbabazi Francine a fully branded kiosk, MTN Mobile Money float, phones and airtime all worth 4 million Rwf to start up her business as an MTN vendor.”

MTN 4 millionth customer, Uwimbabazi Francine

Francine Uwimbabazi and her husband

Speaking at the handover ceremony at her home in Gicumbi, Uwimbabazi was thrilled at having MTN Senior Management visit her to give her the good news. 4 millionth winner receiving phones

“I am overjoyed and very thankful to MTN for giving me a chance to finally own a business. This shop will not only sustain my family and me, but it will also enable my community to stay connected at all times,” said Uwimbabazi. With its mission of making its customers lives a whole lot brighter, MTN strives towards ensuring the best services for its customers, who remain their utmost priority. The occasion also highlights the company’s commitment to connecting and empowering societies.

Celebrating 4 millionth winner

“Putting the customer at the core of everything we do has enabled us to reach this milestone. We will continue to work to enhance the lives of over 4 million of our customers in Rwanda by focusing on our mission and vision, and delivering tailored solutions that meet their needs,” Makolo concluded.

Chief Marketing Officer, Yvonne Manzi Makolo (L) & Human Resources General Manager, Mary Asiimwe (R) hand over mobile money agent Sim card to Uwimbabazi

For more information, please contact: MTN PR Desk | Teta Mpyisi | e-mail: pr@mtn.co.rw About MTN Rwanda: MTN Rwanda (MTN RWANDACELL Ltd) has been in operation since 1998 with over 4 million subscribers and still growing. In its vision of leading the delivery of a bold, new, digital world to customers, the company offers new and innovative packages and services and keeps up with the latest trends in communications to satisfy its customers.

Welcome to the New World. The SERVICEMAG Sept - Nov 2015

The SERVICEMAG Sept - Nov 2015

HAVE YOUR SAY

AFRICANS SET AND MAINTAIN STANDARDS

lishing the ServiceMag. How can we put such quality in a free magazine? And my answer has always been the same. “If it must be done, then it must be quality”. I am aware of the challenges of maintaining quality standards in our environment because we rely on so many external factors. But no matter the business we find ourselves in, it is paramount we set standards and adhere to them. Operating without standards is like sailing without knowing ex-

BY SANDRA IDOSSOU

part from RwandAir, one of the new African Airlines I am very proud of is Ecair, the national transporter of Congo Brazzaville. Headed by a super intelligent woman, this airline has grown into a regional transporter opening recently its 12th destination. Today, they pride themselves with 7 aircrafts, 136 weekly flights and close to a million passengers. They have recently launched a direct flight from Brazzaville to Beirut, Lebanon’s capital after Paris and Brussels. Ecair, like many other African airlines has many challenges but I am regularly impressed by the level of customer service they try to offer. When I asked why the two pilots and head

cabin personnel are always “white” rather that Congolese, I was told that Ecair has hired a Swiss company to manage some parts of its operations. “Well, I understand why they have such good service,” I quipped. I was ashamed to hear myself pronounce such an empty sentence but as I reflected on it, I realized how relevant that stereotype is. We live in an environment where most people believe that “good” and “quality” things can only be done by “whites”. You are probably among those who believe that westerners have a better understanding of “quality” than Africans? Believe me, we are surrounded by stereotypes that things done in Africa or by Africans are always

The SERVICEMAG Sept - Nov 2015

lacking “something”…maybe a sort of professionalism or accuracy. It is sad to admit that most Africans don’t often take time to think through their processes or take time to listen to their clientele and adjust their processes. As a proud true African, I have come to dislike shoddy work done by Africans as it usually confirms that Africans can’t be quality oriented. I am a strong believer that we have the same capacity as others to do extremely well in any field we chose to be in.

Operating without standards is like sailing without knowing exactly where you want to go.

actly where you want to go. Obviously, we cannot set standards if we don’t have a clear image of where we want to go. Setting standards can be personal or organizational. Setting standards on a personal level helps one refuse to compromise. Organizational standards are very important in any business plan because they guide managerial decision-making. If you want to create reachable objectives, you need to understand where you stand, where you want to go, and who you are competing with. If you set standards for your enterprise, it defines how you should act to create an effective business strategy. One example of setting and maintaining standards for your enterprise is to define systems of getting feedback from customers. Do you understand for instance that a customer’s complaints are free suggestions for you to improve your services? Some years ago, we went to try out a new restaurant that had just opened. Unfortunately, we were very disappointed and met the owner to tell her. Rather than being thankful for

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HAVE YOUR SAY

our feedback, she took this very badly. I was not surprised when I passed there some months later and the place had closed down and another restaurant had taken its place. The new Indian owner knew exactly what he needed to do to maintain his clients. Most African enterprises die within a short period of time because they do not always take time to evaluate themselves. A Tool like the SWOT analysis (Strength, Weaknesses, Opportunities, Threats) usually helps to understand where a business stands. As Africans, we should always have values, beliefs and goals and learn to promote a positive brand image in all that we do. Let us set standards for our work, behavior and dealings with one another. No matter how challenging it is, let us stick to the values that define us as excellent brand names for our countries and continent. TSM The author is Customer Service Consultant and the Founder of The ServiceMag sidossou@theservicemag.com

I remember one of the first remarks I received some five years ago when we started pubThe SERVICEMAG Sept - Nov 2015

DHL STRENGTHENS RWANDA FOOTPRINT BY OPENING

RWANDA SUBSIDIARY who are geared to take our offering and customer experience levels to new heights,” said Julie Mutoni, Country Manager for DHL Express Rwanda in an interview with The ServiceMag. “We want to do all this through our very hardworking team, all of whom are Rwandans and in whom we continue to invest and develop their skills to make them international specialists,” she emphasised. With a presence in the African continent for 37 years, DHL has an unparalleled footprint and operates in every African country and territory. Also, DHL recently announced a retail partnership with Engen, an Africa-based energy company, which will take their retail presence in Rwanda to 55 outlets.

eutsche Post DHL Group (DPDHL Group), the world’s leading mail and logistics service provider, has taken a big step in showing its long term commitment to the Rwandan market by opening a fully-fledged Rwandan subsidiary. DHL Express Rwanda, formerly a DHL franchise operated by Gill Trading Ltd, a freight forwarding company until June this year, has shown that their business is not

just about delivering boxes and envelopes, but working with people to help them secure their future, Rwanda’s future. “The official inclusion into the DPDHL Group is a welcome opportunity for us and Rwanda as a whole. The injection of global expertise and investment ensures that we can provide world-class express services to our customers and connect Rwanda to the world. We have a dynamic team in Rwanda

The SERVICEMAG Sept - Nov 2015

The company has identified Rwanda as the hub of its East Africa operations as the Rwandan economy continues to post strong growth trends. Rwanda enjoyed positive Gross Domestic Product growth in 2014 and the International Monetary Fund (IMF) is projecting it to grow by 7% over the next two years. “We are delighted at the speed at which Rwanda is working to actively improve its business climate and their aim to become a regional

hub for communications services has made it easier to move goods and conduct business across borders,” said Charles Brewer, the Managing Director for DHL Express Sub Saharan Africa. He said the move further enhances their investments in the growing Rwandan economy and aims to improve service quality and customer satisfaction in the region. He also pointed out the most recent DHL Global Connectedness Index, which revealed that Africa is the world’s least connected continent, when considering the ease of moving people, trade, information and finance. “Rwanda has made great strides in looking to strip away bureaucracy, and in making their country an attractive destination for trade and investment. Their inclusion with the East African Community and Common Market for Eastern and Southern Africa (COMESA) is testament to this,” Brewer noted. To this effect, DHL Express is in the process of seeing through the establishment of an airside transit gateway facility at Kigali International airport. “We understand that to achieve growth, we need to ensure that we have the best facilities. The upgrades to our network operations and ongoing expansion assists us in meeting these expectations while maintaining our excellent

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Everything that is moved from one place to another needs the aid of logistics; we ensure that whatever needs to be delivered gets delivered. Our success has always been based on delivering excellent services for our customers, she said.

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service standard,” noted Brewer. Mutoni, on the other hand cited small and medium enterprises (SMEs) as significant engines for growth in the region. “Accessibility is an important consideration for SMEs looking to connect with global opportunities. There are hundreds of SMEs in Rwanda and we need to provide easy access and a team of highly trained Certified International Specialists to lead them to the very obvious opportunities that trading with the world can present,” she explained. “Everything that is moved from one place to another needs the aid of logistics; we ensure that whatever needs to be delivered gets delivered. Our success has always been based on delivering excellent services for our customers,” she said. TSM

Your employees should greet customers in a friendly and professional manner at all times. Telephone hold times should be minimal and customer service email responses should be promptly addressed. A customer should never be ignored, rushed, delayed or disrespected.

YOUR CUSTOMER SERVICE EMPLOYEES SHOULD BE WELL-VERSED ON YOUR COMPANY’S PRODUCTS.

PRODUCT KNOWLEDGE

HOW TO EVALUATE YOUR CUSTOMER SERVICE

• Do you know your products and services well? • Can you confidently explain the company’s products and services?

USE THE CHECKLIST BELOW TO EVALUATE YOUR BUSINESS PERFORMANCE: CUSTOMER COMMUNICATION

BY INFINIT CONTACT

There is nothing more important for a contact center or any business than providing good quality service. Excellent customer service can help attract positive feedback and improve a company’s revenue. On the other hand, poor customer service can frustrate consumers, which may lead to poor word-of-mouth advertising and damage one’s reputation.

The SERVICEMAG Sept - Nov 2015

Do you answer customer calls in a courteous and friendly manner? Do you always use appropriate greetings? Do you interact well with customers? Do you have good listening skills? Do you quickly respond to customer e-mails, telephone queries and complaints?

• Will you be able to explain the basic components of each product, features and benefits? • Do you understand how to match specific products and services with particular customer needs? Your customer service employees should be well-versed on your company’s products. They should have in-depth knowledge of your company’s individual products or services, a good working knowledge of the company’s goals and objectives, and the ability to successfully respond to frequently asked questions.

PROBLEM-SOLVING • Can you help customers solve their problems? • Will you go an extra mile to help a customer? Customers need your service representatives to help them resolve problems. Your employees should be able to help customers with their troubles. They should be able to apply best practices effectively and offer different problem-solving options to customers to ensure they are pleased with the outcome of their interaction with your business. RESOLVING CONFLICT • Are you cool and calm during conflict situation?

• Can you act to diffuse or alleviate the situation? • Do you resolve customer service issues in a fair and equitable manner? • Do you stay polite at all times? Almost all employees face the wrath of an unhappy customer. How your employees deal with a conflicting situation can determine between repeat business, future referrals or a bad business reputation. Your employees should know how to properly deal with unruly or unhappy customers. Be sure employees are acting within the chain of command in conflict situations and understand who you can authorize actions or changes. Having a great customer service division in a company means good business for the company. Develop your own plan to improve and use this checklist to monitor your own client careimprovement. TSM Infinit Contact’s content team consists of customer service, contact center, and industry professionals and experts who regularly contribute blog posts related to the contact center and outsourcing industry. www.infinitcontact.com

The SERVICEMAG Sept - Nov 2015

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CUSTOMER SERVICE

Rules of achieving Business Success

The rule is always simple start small, learn fast, give your best but make sure you grow fast and keep your customers happy all the time. Happy customers who celebrate you will bring their friends who will bring their friends. You will save a lot of money with happy customers through word of mouth advertising. Your customers will save you money for research if you only give them your ears; they will tell you what they like and what can be done better. Open your eyes and you will see what they see and give it to them.

BY BONNIE KIM

he customer is always right concept is the foundation for most successful businesses. When a business deals with products or services it enjoys monopoly then a business can dominate the market despite poor customer service. Customers have no option except to tolerate poor customer service hoping one day a competitor will come and they will have an option. You only give customers what you think they want just Ford did, “Any colour Model T, as long as it is black” Your work as a business is to make sure that you are so good at what you do that the customer doesn’t tolerate you but celebrates you because of the kind of the service that you give. Your customer service is so good that even if you have ten competitors they will still come to you because of the monopoly you enjoy in terms of customer satisfac-

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CUSTOMER SERVICE

The complaining customers will turn their complaints into compliments as far as they know you sincerely understand them and you are willing to make it better next time and any compliments they will tell their friends who in return will make your business successful.

There are only two rules to achieve business success tion. That you get so good at the business that you do, that your customers says, “Any products or services you need as long as we buy from so and so…” To succeed in business you need to be a game changer in your industry. You have to outgrow the daily challenges that you face in your industry. Successful businesses of tomorrow are the ones that will

The SERVICEMAG Sept - Nov 2015

“

RULE NUMBER ONE, THE CUSTOMER IS ALWAYS RIGHT; RULE NUMBER TWO, IF THE CUSTOMER IS WRONG REMEMBER RULE NUMBER ONE

anticipate their challenges in advance and come up with products and services that will meet those needs. People will remember you for either of these two things, “Problems that you caused or the problems that you solved.” In your line of business, you should have these three objectives; one is to become the best at satisfying the needs of your customers, second is to be very fast at solving all the complaints of your customers and learning from them so that you don’t repeat the same mistake and third at anticipating the future threats

Any time you want to complain about a customer remember rule number one, smile and serve the customer with all your heart. TSM The writer is a Customer Service & Sales Trainer: bonniekim@bonniekimltd.com

The SERVICEMAG Sept - Nov 2015

oncile the two cultures we are not going to play successfully in the global marketplace.

DOES

It is crucial for us to learn customer service and relentlessly provide it on every interaction with a customer from the start. This begins with a warm welcome to each and every customer that walks into your business or the customer you seek out to transact with.

CUSTOMER EXPERIENCE

MATTER?

BY YEHOYADA MBANGUKIRA

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It takes 12 positive experiences to make up for one unresolved negative experience, R NEWELL-LEGNER

nyone who has purchased an item or a service knows what good customer service is. Why does it matter then to consistently have good Customer Service? First, any enterprise that has

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CUSTOMER SERVICE

been undertaken or that has been established to meet a need, be it a public good or for profit has a desired benefit to itself or to a stakeholder, and thus must ensure it is meeting that objective. If an enterprise is neither of the aforementioned, customer service is a nice irrelevant dis-

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cussion with no consequence. Second, any enterprise that has an objective to serve the public and make a profit must commit to a continuous improvement in how they care for the customers that patronize them. Let’s consider for a moment a for-profit enterprise. The primary objective is to make money through the provision of goods or services, period. With that in mind then, the framework through which this is accomplished is implementing and maintaining an intentional acquisition and retention of its customers and continuously serving to meet the needs and provide ongoing services. It is consistency in this endeavor

that ensures the sustainability of a healthy growing bottom line and repeat business from your core customers. These 3 components are measurable and must be attended to within an organization and the served must be able to see and feel the impact of a well-executed customer service plan. One of the challenges I observed on my recent visit to Rwanda was the clash of cultures. There is a global business culture, that I would venture to say is the international ideal or desirable, and there is the Rwandan social culture. When customer service is misunderstood or not properly implemented then the

default is a cultural interaction that leaves a customer dissatisfied or under-served. A good example of this is the uneasiness or difficulty of information exchange among Rwandans. We Rwandans have a tendency to say as little as possible by nature and we do not easily share or disclose much about ourselves or our knowledge. Our level of transparency is counter to a global marketplace that ought to bring us success and sustained development. In business, on the other hand, information is a commodity or a vehicle to move the sale or meet a need. Until we can rec-

It is equally imperative that a customer gets correct and upto-date information when they need it. The inability to be responsive to the needs of individual customers and failure to provide appropriate responses to the right customers at the right time is a recipe for a soon to fail enterprise. Accenture reported that ‘price is not the main reason a customer leaves, it is actually due to the overall poor quality of customer service. Another study shows that 55% of customers would pay extra to guarantee a better customer experience. Does customer service matter? Yes! It does and you can begin to make a change right now. TSM Yehoyada Mbangukira, Customer Experience Advocate yehoyada13@gmail.com

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BACK TO THE BASICS BY JERRY O. WERE

Understanding your customers

nderstanding your customers is the key to giving them good service. Great customer care entails delivering what you promise but also involves knowing your customers so well that you anticipate their needs and exceed their expectations.

THE FIRST ONE IS TO PUT YOURSELF IN THEIR SHOES AND TRY AND LOOK AT YOUR BUSINESS FROM THEIR POINT OF VIEW.

You need to be attentive to customers whenever you are in contact with them. The potential rewards are great: you can increase customer loyalty and bring in new business through positive word-of-mouth recommendation.

THE THIRD WAY IS SIMPLY TO ASK THEM WHAT THEY THINK. YOUR GUESTS AT A GLANCE

There are three main ways to understand your customers better;

THE SECOND WAY IS TO COLLECT AND ANALYZE DATA IN ORDER TO SHED LIGHT ON THEIR BUYING BEHAVIOUR.

The whole idea of taking time to understand your customers is arguably one of the most significant steps in the journey to service excellence. In the hospitality context, the service consumer is usually called a

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GUEST. For ease of understanding, we are going to categorize our guests into four groups describing each group in terms of behaviour to help us know how to identify and even manage them in order to increase customer loyalty and positive word of mouth recommendation.

1. PATRONS: These are guests that would typically patronize your establishment because of a particular thing that they find attractive about your business. It could be your food, ambience, service or anything else. A good example would be me visiting ‘Car wash’

for my occasional ‘nyama choma’. Patrons generally care less about everything else as long that their ‘attraction’ is kept intact or improved. If something better comes up offering their ‘attraction’, it will be time for them to say goodbye.

2. PRAISERS: These are the guests who will generally display ‘an attitude of gratitude’. They will openly express their satisfaction with your establishment, service, food and even staff and they will take time to actually share feedback with you. What you need to know about these kinds of guests is that you have to keep your game high up because the moment you decide to take a nap….they will be on their way out and you might never be able to bring them back.

3. TALKERS: Sometimes called complainers. These are probably the best promoters of business because they openly tell you without mincing words that your ‘service or food sucks!’ Many people find it difficult to manage such guests but believe me if you can only listen to them and act on what they tell you, your trips to the bank can very easily become more frequent because they not only

make loyal customers but really spread the good news about their experiences. With these guests, every complaint you solve becomes an opportunity. They are always kind enough to offer you a second chance.

4. WALKERS: Sometimes called Silencers. They are deadly and can bring your business down before you even realize it. These happen to be the most misunderstood guests and most people tend to be comfortable having them around. The truth is that these are the most lethal guests you can ever have; you have to be very careful with them because they never say anything. If you don’t meet their expectations, they simply walk away never to come back again. The worst part is they tell 100 more potential guests never to come back to your establishment again.

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IF YOU DON’T MEET THEIR EXPECTATIONS, THEY SIMPLY WALK AWAY NEVER TO COME BACK AGAIN. THE WORST PART IS THEY TELL 100 MORE POTENTIAL GUESTS NEVER TO COME BACK TO YOUR ESTABLISHMENT AGAIN.

Now you know, so watch out! TSM The Author of this column is the General Manager of Nyungwe Forest Lodge Email: jerry_were@yahoo.com The SERVICEMAG Sept - Nov 2015

AIRTEL SOARING TO GREATER HEIGHTS … Positioning as Rwanda’s best telecom service provider

ince Airtel joined the Rwandan market in April 2012, it has transformed the telecommunications sector. With products that enable one to enjoy more talk time and send messages affordably, Airtel Rwanda is the first on the market to come up with products putting into consideration the spending culture of Rwandans. The company’s latest innovation offer Wiceceka allows customers to talk from 3 to 12 hours at an affordable rate ranging between Rwf59 to Rwf199. “It is a complex process to satisfy the needs of each and every customer but we have gone to great lengths to develop tailor made products and services to serve

this purpose,” Airtel Rwanda Managing Director, Mr. Teddy Bhullar says.

as Rusizi where we recently established a one-stop-shop and service center.” Bhullar adds.

“Our aim is to give the customers as many options to choose from,” he explains. “We have introduced Voice, Data and SMS packages. With our packs costing as low as Rwf100, customers are able to receive a 3in1 of 20 minutes on Airtel to Airtel calls, I minute Airtel to other networks, 10 smses and 5MB of internet.”

In as far as investment is concerned; Airtel Rwanda has put up more sites and also recently entered into agreement with IHS Rwanda to manage its telecommunication towers, allowing Airtel to channel more investment towards product and society development initiatives through its corporate social responsibility programs, internet and Airtel Money financial services.

The plan is to extend Airtel Rwanda’s brand to the grassroots and resonate with the modest Rwandan. “We have expanded our footprint with Airtel shops all over the country and strategic border towns such

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On mobile financial services, Bhullar is confident that the whole Rwandan population can be financially included with Airtel Money. “Airtel has been

leading in innovations in the mobile financial services sector with emphasis on financial inclusion. We run a freedom campaign where customers were able to make various transactions on the Airtel money platform free of charge. This was meant to open the service to a segment of the population that had been left out of mobile finance because of the fear that the services were costly. They found out that this is not the case,” he explains. Indeed, Airtel Rwanda’s financial inclusion efforts have also been tied up with the need to push for a cashless economy. They have partnered with the private sector such as banks and Pay televisions, micro finance institutions and government to push for payments through the mobile phone and pave the road for a cashless economy. ’Outside mobile telephony, the telecommunications industry has a huge role to play in enabling a cashless economy. Our effort is to make a paperless monitory environment by enabling payment in different

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OUR AIM IS TO GIVE THE CUSTOMERS AS MANY OPTIONS TO CHOOSE FROM

utility services such as water, electricity, Star Times, Go-TV, Airtime, data bundles, voice bundles as well as e-government solutions such as tax payments and school fees.” The payment platform has tremendously evolved. Recently, the company introduced its ‘Kozaho’ cards meant to ease payments on Point of Sale (PoS) devices by a card holder tapping

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the card on the PoS and effecting payment. Airtel internet is fast, reliable and very affordable and is a favoured provider among Rwandan smart phone users. Bhullar says they are increasing internet penetration in Rwanda in quite a number of ways. “We have introduced low data enabled phones such as Nyampinga and recently Keza which costs only Rwf6, 200. Our mandate as a company is to facilitate Rwandans to connect to the internet affordably by providing affordable phones and data services. We offer the best range of data packs at most affordable price in the market. Our customer feedback has also rated us as the best internet service provider in Rwanda.” In line with the country’s latest fourth generation long term evolution (4G LTE) innovation, Airtel Rwanda has partnered with Olleh Rwanda Networks, the service’s wholesaler in a bid to increase 4G penetration rates and education in Rwanda. TSM

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Airtel transforming lives through effective CSR

ith an intention of transforming people’s livelihoods, Airtel Rwanda is constantly involved in a number of corporate social responsibility projects, philanthropy and charity; the emphasis is on education, enterprise development, health and environment. “We have had activities in tree planting, empowering youth with startup capital, donating MAMA kits and also giving youth an opportunity to better their skills in the workforce,” Bhullar said. In May this year, Airtel Rwanda donated a total of three weaving machines, a computer and one month’s internet subscription to ISANO, a local weaving cooperative of 12 talented young Rwandans, affected in one way or another by HIV/AIDS. The group which was started in 2013 by a young Rwandan, Celine Mudahakana with the aim of creating a sustainable source of income for young people affected by HIV/AIDS is mainly comprised of young mothers. Some of their products includes scarfs, bags, and wallets among others. “The weaving machines will increase our production and we

football. The initiative has yielded many success stories over the years, enabling several upcoming soccer talents to feed into their countries’ national teams, local clubs and Africa’s premier teams.

Mr. Bhullar handing over a Mama Kit to one of the mothers at Kacyiru Police Hospital

will now be able to sell more and in turn increase our income,” Gatesi Francine, President of ISANO cooperative said while speaking on behalf of the group. “The computer will help us market and communicate our products to Rwandans and the outside world; something we have been unable to do since we started. We thank Airtel for supporting and empowering our business.”

Airtel Rwanda in sports This year’s Airtel Rising Stars tournament was recently concluded and had a total of over 1000 youngsters participating in what is the biggest under 17 grassroots tournament in the country. The tournament aims to identify talent and nurture upcoming footballers. Airtel has given an equal opportunity to boys and girls to participate in the universal game of

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This year’s was its third season in Rwanda and saw eight teams from four regions around the country competing to take the prestigious national championships trophy back home. Musanze FC were crowned the winners for the boys and Abarashi Gatsibo for the girls. The tournament saw Musanze FC and Abarashi Gatsibo walk away with Rwf200, 000 and the 1strunners up, Gatsibo FC boys’ team and Gatagara FC girls’ team walked away with Rwf150, 000. The3rd and 4th teams got Rwf100, 000 and Rwfs50, 000 respectively. “Airtel is the largest supporter of youth soccer on the continent. Our annual commitment goes beyond $500, 000. Each year we become more dedicated to this cause both in Rwanda and around the world and I would like to assure you that we remain committed to nurturing and harnessing our local talent through our tournaments.” Bhullar said. TSM

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Le problème est qu’il n’est pas évident de voir quelle pourrait être l’origine d’éventuels gains de productivité dans le moyen terme à cause du problème sous-jacent de la faiblesse de la transformation structurelle des économies africaines. Moins de 10% des travailleurs en Afrique noire sont employés dans le secteur manufacturier, et parmi ceux-ci seule une infime fraction est employée dans des entreprises formelles modernes disposant d’une technologie adéquate.

PAR LANSANA GAGNY SAKHO

ongtemps considérée comme un cas désespéré au point de vue économique, l’Afrique sub-saharienne est en train de connaitre ses meilleures performances de croissance depuis les premières années post-

A L E D S I N F É O I D T A M LES R O E I F S M N O A N R T O C É ’ E L N E I D A C I AFR indépendance. Des pays tels que l’Éthiopie, le Rwanda et l’Ouganda connaissent des performances soutenues depuis le début des années 2000. Mais jusqu’à présent, la croissance en Afrique noire provient des ressources naturelles

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et la suppression de certaines distorsions politique du passé. La productivité nationale à été stimulée par une augmentation de la demande pour les biens et les services domestiques (surtout les services comme la téléphonie mobile) et une utilisation plus efficace des ressources.

En fait, la région au Sud du Sahara est moins industrialisée aujourd’hui qu’elle ne l’était dans les années 1980. L’investissement privé dans les industries modernes (hors ressources naturelles), n’a pas augmenté et reste trop faible pour soutenir la transformation structurelle. Des pays présentés comme des success-stories (Rwanda , Uganda, Tanzanie, Ethiopie), ont connu une croissance regulière et importante de leur PIB. Les dernières études sur l’industrialisation du continent ont montré que les croissances étaient relatives aux services non échangeables, en particulier la construction, les transports et les hôtels et restaurants. Le secteur public domine toujours l’investissement et l’essentiel de cet investissement public est financé par des dons étrangers.

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LA PLANIFICATION ÉCONOMIQUE DU CONTINENT NE DOIT PAS CONTINUER À ÊTRE FONDÉE SUR DE SIMPLES EXTRAPOLATIONS DE LA CROISSANCE.

Les pays de l’Asie de l’Est ont connu des croissances rapides en reproduisant, dans un laps de temps beaucoup plus court, l’expérience des pays avancés. Ils ont transformé leurs agriculteurs en ouvriers de fabrication, ont diversifié leurs économies et exporté une gamme de produits de plus en plus sophistiqués. Les agriculteurs africains se ruent vers les villes. Mais ils ne retrouvent pas des industries manufacturières modernes comme en Asie de l’Est, ils se mobilisent par conséquent dans des services tels que le commerce et la distribution au détail. Mais, dans le continent, ces services ne sont pas dynamiques technologiquement et sont loin des standards de ce qui se fait ailleurs dans le monde. La caractéristique dominante du paysage économique du continent est un secteur informel comprenant des micro-

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entreprises, la production des ménages et les activités non officielles. Ce secteur absorbe la force de travail urbaine qui augmente et sert de filet de sécurité sociale. Mais des études empiriques ont montré que le secteur informel ne peut pas fournir le dynamisme productif qui fait défaut au continent. Deux décennies d’expansion économique sur le continent ont généré des attentes d’emplois décents pour la jeunesse, sans réellement augmenter considérablement la capacité de les fournir. Ce sont des conditions qui rendent probable l’émergence de la protestation sociale et d’instabilité politique. La prise en compte des attentes de la jeunesse devra passer par une augmentation de taux de transformation structurelle de l’économie et l’inclusion sociale. La planification économique du continent ne doit pas continuer à être fondée sur de simples extrapolations de la croissance. Ce qui manque à nos pays, ce sont des industries commerciales modernes qui peuvent transformer le potentiel en réalité en agissant comme le moteur interne de croissance de la productivité. TSM L’auteur est President & CEO de Experts vision www.experts-visions.com

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choses à faire après chacune de vos victoires

PAR HERMANN H. CAKPO

Nos échecs nous rendent-ils plus de service que nos succès? Une chose est sûre, nous pouvons tirer leçon des deux et surtout capitaliser sur nos succès. Capitaliser sur nos succès pour passer ensuite à une dimension supérieure : voilà une opportunité dont nous disposons à chaque fois que nous réussissons dans quoi que ce soit. Et plus qu’une opportunité, c’est une obligation pour nous de continuer de réussir. Et pour y arriver, nous devons travailler à ce qui suit.

Continuer de faire tout ce qui vous a permis de réussir.

Nous avons vite fait d’arrêter de faire les choses qui nous ont permis de connaitre le succès. Combien continuent-ils de faire la cour à leur conjoint(e)? Lorsque vous connaissez la moindre réussite, vous devez vous demander ce qui vous a permis d’y arriver. Faites systématiquement une liste. Rappelez-vous votre niveau d’engagement et de détermination, les sacrifices que vous étiez prêt à faire, votre plan d’actions. Une fois que vous aurez fait votre liste, maintenez tout au moins le cap et travaillez à passer à un rythme plus soutenu. Le succès n’est certainement pas une destination, c’est un état

BUSINESS MANAGEMENT

Décortiquer et structurer le processus ayant conduit au succès

Il y a beaucoup trop de gens qui sont surpris par leur succès. Nous perdons trop de temps sur la voie du succès à cause de tâtonnements et souvent d’errements. Nous pouvons systématiser notre dispositif de succès non pas pour en faire quelque chose de stable; il restera malléable et devra être amélioré constamment mais nous devons systématiquement éviter les pensées et les actions (détours) inutiles et inefficaces.

Montrer à tous qu’ils peuvent y arriver eux-aussi

Je sais que j’ai réalisé là quelque chose d’exceptionnel”. Je dois dire que ce type discours n’est utile que lorsqu’on se sous-estime (et cela n’est pas bon pour la dynamique de succès. Carl Lewis aura établi des records exceptionnels en son temps, mais Usain Bolt les aura tous battus. Si vous connaissez le moindre succès, rendez-vous service en vous rappelant que vous le pouvez et que n’importe qui peut y arriver en saisissant les 4 opportunités du succès : le succès est prévisible, la stratégie est disponible, la copie est tolérée et l’ajustement est la clé. Une fois cela acquit, passez à l’étape suivante :

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Former et apprendre au maximum de gens à réussir comme vous

Si vous avez lu le livre « L’Entrepreneur Minute » de Ken Blanchard, vous avez été marqué par le passage où pour donner des conseils au jeune entrepreneur personnage principal du livre, Charles “Tremendous” Jones lui a fait comprendre que la seule condition à laquelle il lui donnerait des conseils, c’est qu’il lui fasse la promesse d’aider d’autres personnes lui aussi en son temps.

Certains créent une sorte de mythe autour de leurs petits succès: “Ce n’est pas donné à tout le monde. d’esprit, une attitude, un mode de vie, un chemin, un mécanisme. Ne vous arrêtez pas. Continuez d’huiler votre système de succès.

plus loin possible dans la réalisation de soi, doit s’interdire tout ce qui pourrait ronger son système de succès.

Cesser de faire tout ce qui avait jusque-là ralenti votre succès.

Lorsque nous finissons par y arriver, l’une des choses dont nous nous rendons compte, c’est que nous aurions pu y arriver un peu plus tôt. Alors pourquoi avons-nous tardé? Le succès commence à se déployer lorsque nous commençons à penser et à agir d’une certaine manière précise. La plupart du temps nous ramenons nos mauvaises attitudes et actions dès que le succès s’affiche. C’est un piège dont il faut sortir. Toute personne qui veut aller le

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Voilà, nous avons cette obligation là d’aider le maximum de gens à réussir en les formant, en les coachant, en écrivant des articles et des livres, etc. Je ne connais pas un devoir existentiel plus noble que celui-là. Ne laissez pas les gens perdre le temps comme vous, partagez avec eux le pouvoir de réussir. Outillez-les, c’est un devoir. Le reste, insensibilité et mesquinerie, est inutile.

Se lancer de nouveaux défis pour ne pas stagner

Là la plupart des gens disent : “Youpi, j’y suis arrivé”, ceux qui connaissent le succès véritable et durable se demandent : “Quelle est la prochaine étape?”. Là où la plupart des gens voient une destination et un plateau inébranlable, les travailleurs du succès durable voient une étape. D’ailleurs avant d’atteindre l’étape où ils sont, ils savaient déjà quelle doit être l’étape suivante et avaient déjà commencé à engager les toutes premières actions qui les conduiront à l’étape suivante.

Vulgarisez les secrets de vos succès pour inspirer le monde à exceller. TSM TSM

L’auteur est Auteur, Coach et Entrepreneur et Co-fondateur de H&C www.hcbusiness.com

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uba rudasumbwa wifuza ntibigerwaho mu ijoro rimwe, bisaba kubyubaka buhoro buhoro no kugira impamvu ibigutera. Abantu benshi bifuza kunoza ibyo bakora ariko ntibabiharanire. Abandi bakora ibishoboka byose ngo barusheho kunoza imikorere yabo muri bizinesi cyangwa mu kazi bakora ariko bakunze kugeraho bakabona nta ntambwe batera bagahitamo kubivamo. Abandi bakunze kugwa mu mutego wo gushakisha ibisobanuro by’ibyo batagezeho ugasanga baravuga ngo barashaje cyane ntacyo bakora, ugasanga bagaragaje ko nta gihe bafite, cyangwa ngo undi azabikora, cyangwa ugasanga bavuga ngo igihe cyararenze, ngo nta busho bozi bifitiye, ngo ntibiteguye, ngo baracyafite ibikomere byi nshi. Ibi byose ni zimwe mu mpamvu abantu batanga bashaka kugaragaza ko atari bo bonyi ne batageze ku byo bifuzaga. Inkuru bijyanye: impamvu 5 zisobanura uko waba rwiyemezamirimo w’ikirenga Turagaragaza inzitizi eshanu zikubuza kugera ku nzozi zawe mu buzima cyangwa muri bizinesi zawe tugaragaze n’uko wazirenga.

1. IGIHE KIRAGUSHIRANA UGAHITA UBIVAMO

BUSINESS MANAGEMENT

Impamvu zakubuza kuba ikirenga BYANDITSWE NA THOMAS OPPONG Abantu benshi usanga bifuza kuba baratangiye kare, ariko burya nta riba rirarenga igihe cyose uba ushobora gukora ibyo wifuza. Leonardo Da Vinci yakoze igihangano cyitwa Mona Lisa ku myaka 51. Jimmy Wales yatangiye Wikipedia ku myaka 35. Ikibazo ufite si imyaka ufite ahubwo ikibazo ufite ni uko utizera imbaraga wifitemo. Byose birashoboka upfa kuba ufite ubushake. Fata icyemezo uyu munsi cyo kujya mbere urabibonera igihe.

2. IYO WASHIRIWE ’AMAFARANGA GUCIKA INTEGE UKABIVAMO

. Amafaranga si yo kamara ku isi kugira ngo unoze ibyo ugomba gukora, ariko niba umushinga wawe uwushingira ku mubare w’amafaranga ufite, ushobora kutagerwaho igihe uzabura amafaranga yo kuwukomeza. Urugero twatanga ni uko iyo ushyira mu bikorwa umushi nga wo kujya mu kirere nka Elon Musk, uko uzashobora kwihanganira ingorane uzahura na zo ni byo bizakugeza

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Ese wifuza kwibera mu nzozi gusa ubuzima bwawe bwose, wibera mu nzozi z’ubuzima bwiza cyangwa ugomba kugira icyo ukora uyu munsi inzozi zawe ukazihinduramo ibikorwa?

ku ntsinzi. Ugize akabazo mu gutangira ukabura ubushobozi buhagije bwo gukomeza umushinga ntiwakongera gutangira. Igishimishije muri byo ni uko atari ngombwa kugera mu kwezi kugira ngo uvuge ko wageze ku ntsinzi cyangwa ngo utangize ikindi kintu gihambaye. Ushobora kuba indashyikirwa ku isi ushingiye ku byo ukora cyangwa wifuza kugeraho nta mafaranga y’abashoramari uhawe. Ikibazo si amafaranga. Ikindi kandi ni uko kuyagira menshi bidasobanura ko byakemura ibindi bibazo nko kubona ibicuruzwa bikenewe ku isoko cyangwa bihora bizamura agaciro. Inkuru bijyanye: Mbere yo kuba rwiyemezamirimo ugomba guca mu byiciro bine bikurikira:

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3. NIBA UFITE UBWOBA NTUKAGIRE ICYO UGERAGEZA GUKORA

Ufite ubwoba, hari ikikurimo si wowe ubwawe. Gutinya gutsi ndwa ni imwe mu mpamvu zikomeye zituma ibitekerezo bimwe na bimwe bidashyirwa mu bikorwa. Niyo wagira ubwoba ntibikwiye gutuma utereka abantu icyo

Muri iyi si ihinduka nk’umuyaga, uburyo bwo gutsindwa ni ugutinya kwishora.

urusha abandi gukora. Mark Zuckerberg agira ati:“Ikibazo gikomeye ni ugutinya kwishora.” Arongera akagira ati muri iyi si ihinduka nk’umuyaga, uburyo bwo gutsindwa ni ugutinya kwishora.” Kugira ubugabo si ukutagira ubwoba ahubwo ni ukubutsi nda. Ntukemere ko ubwoba bukuganza. Inkuru bijyanye: Ibintu 10 Rudasumbwa wa rudasumbwa akora ku buryo butandukanye n’uko abandi babigenza.

4. GUHORA UHOZA IBINTU MU KANWA ARIKO NTUBITANGIRE

Va mu bigambo ujye mu bikorwa. Ushobora kugira ibitekerezo byiza ariko iyo ntacyo ukoze bikugumamo ubuzima bwawe bwose.

Ntushobora guhindura ubuzima bwawe nta cyemezo ubufatira, ahubwo wishyira mu mutuzo gusa dore ko aribyo abantu benshi bikundira, ibyo bivemo ujye mu bikorwa kuko ni wowe wenyine ushobora guhindura ubuzima bwawe kugira ngo witeze imbere.

5. GUCIKA INTEGE NTUKOMEZE IBYO WATANGIYE

Abantu benshi bakunze kuva mu byo bakoraga bakigira mu bindi. Bigenda bite? Abo bantu bahora muri iyo mikorere ku mishinga yose: baratangira, ikabarambira, bakitangirira ibindi bishya bityo ntibagire na kimwe barangiza. Ibitekerezo bishya bishobora kugushyushya, ariko iyo utibanze ku kintu kimwe ngo ukiveho ari uko kirangiye, nta kintu uzageraho. TSM www.entrepreneur.com

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Ibintu ushobora gukora kugira ngo utangire umunsi neza

BYANDITSWE NA CARLY OKYLE

iba urusaku rukubyutsa rukurya mu matwi kurusha umusumari bateye ku kibaho cyo mu ishuri, niba ibitekerezo byawe bitari hamwe nk’imirasire y’izuba yambukiranya idirishya iri hamwe kandi bikagutera ubwoba, iyi nyandiko ni wowe yandikiwe. Kubera ko utazinduka mu gitondo kare cyane ntibivuga ko utagira igitondo cyiza cyatuma inyoni ziririmba uturirimbo tw’ibyishimo. Ibi tugiye kukubwira bizatuma ugira igitondo cyiza bituma ubyukana ibakwe kandi ibyo ukora bitange umusaruro mwiza.

YOUR HEALTH MATTERS

1. KUNANURA UMUBIRI Iyo uvuye mu bitotsi wari uryamye ukamara amasaha menshi utanyeganyega, ugomba gufata igihe gito ukagorora ingingo zawe bityo bigatuma utangira umunsi neza. Niba bifasha impinja zitaratangira kureba neza nk’abantu bakuru, nta kuntu nawe bitagufasha. 2. JYA UFUNGURA IBIRIMO POROTEYINE aho gufata ibikomoka ku mata Ibinyampeke ni byo abantu bakunze gufata mu ifunguro rya mu gitondo, ariko si ryiza mu masaha ya kare mu gitondo. Ibyiza wajya ufata ibikungahaye kuri poroteyine nk’amagi. Umubiri wawe uzakora cyane kugira ngo igogora ryabyo rigende neza, ibyo bigatuma udapfa gusinzira mu kazi; kandi bizaguha imbaraga ukenera mu kazi. 3. UGOMBA KWITEGURA IGITONDO KU MUGOROBA UKIBANZIRIZA. Ugomba gufata iminota mikeya ku mugoroba ugategura ibyo uzakora mu gitondo kuko bituma ukoresha igihe gito. Mbere yo kuryama ugomba gukuramo imyenda wari wambaye hanyuma ugakora urutonde rw’ibintu uzakora mu gitondo. Ibyo ntibizatuma ukoresha igihe gito gusa ahubwo bizatuma

The SERVICEMAG Sept - Nov 2015

utangira umunsi neza mu mutuzo. 4. HASHYIRE URUMURI Rwaba urumuri rw’umucyo cyangwa urw’amatara, rugomba kuboneka kuko rukangura ubwenge rukabumenyesha ko ari igihe cyo guhaguruka hanyuma umubiri ugahagarika gukora imisemburo ya melatonine, imisemburo ufasha umuntu gusinzira no gucana urumuri iyo ubyutse bituma urushaho guhagurukana ibakwe. 5. GUKORA IMYITOZO NGORORAMUBIRI Wari uzi ko hari ibyo tugiye kukubwira? Imyitozo ngororamubiri ituma urushaho kugira ubuzima bwiza n’imbaraga kandi bikongerera kuramba. Abaganga, abahanga n’impuguke mu by’ubuzima bwo mu mutwe bose usanga bagira inama abantu gukora imyitozo ngororamubiri. Niba mukeneye ibindi bisobanuro twababwira ko abantu nka Richard Branson, Lord Alan Sugar na Jack Dorsey bose bakora imyitozo ngororamubiri buri munsi mbere yo gufata ifunguro rya mugitondo. Kugira ngo utangire igitondo cyawe neza ugomba kugorora umubiri.

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YOUR HEALTH MATTERS

6. HAGARIKA KUBYUTSWA N’INZOGERA Reka tubyumve neza. Uburiri bwawe burashyushye, wimereye neza ndetse no mu minota itanu iri imbere uraba wishyuhiye umeze neza. Birumvikana ko inzogera ikubyutsa utabishaka iyo urwo rusaku washyizeho ngo rujye rugukangura ruhagaze byangiza imisinzirire yawe, urwo rusaku rukuvangira mu bitotsi rwumvikana nyuma ya buri minota 10 rugaragaza ko umubiri wahagaritse kwikoresha ubwawo. Ako gasaku kagukangura ugomba kugakoresha igihe ushaka kubyuka udategereje indi minota yo kuguma mu buriri. Biragoye ariko ni byo bitanga icyizere cy’igihe kirekire. 7. BYUKANA AKANYAMUNEZA Ikijwi kiduhira ntikigufasha gukanguka neza ahubwo wajya ushyiramo akajwi k’akaririmbo keza karyoheye amatwi akaba ariko kagukangura. Ibyo bizatuma uva mu bitotsi utuje kandi waruhutse. Ibyo bizatuma utinubira ijwi washyizeho ngo rijye rigukangura. 8. NI BYIZA KUNYWA AMAZI MU GITONDO Kumva umuhogo wumye mu gitondo ni ikimenyetso cy’uko ukeneye amazi. Iyo usinziriye nijoro amazi agabanuka mu

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YOUR HEALTH MATTERS

mubiri, ni yo mpamvu ari byiza mbere yo gutangira umunsi kubanza kunywa igikombe cy’amazi kuko bifasha umubiri wawe gukora neza. 9. KUGIRA IMITEKERE MISHYA Imitekerereze ntifatika ariko ifite agaciro ntagereranywa. Kugira imitekerereze myiza mu gitondo bituma umunsi wawe ugenda neza. Kuvuga ko ibintu bizagenda neza kabone n’iyo kaba ari akantu gato. Mu gitondo ni byiza gukora urutonde rw’ibintu wishimiye buri gitondo bituma utangira umunsi neza ku buryo icyaza cyose uko cyaba kimeze ugikora neza. 10. IFASHISHE IKORANABUHANGA KU BINTU BIMWE NA BIMWE Ushobora kwifashisha telefoni yawe kugira ngo ugire igitondo cyiza. Telefoni ifite uburyo bwinshi bubamo bwagufasha gutangira umunsi nta mususu. Haba harimo uburyo bugufasha gukanguka, uburyo bugufasha kubona ifunguro ryiza rya mu gitondo rikakugeraho nta ngorane. Mbese iki ni igihe cyo gukoresha ikoranabuhanga muri byose. TSM Uwanditse uyu mwandiko atunganya inkuru kuri Entrepreneur.com.

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BUSINESS MANAGEMENT

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other social issues. Repeated interaction encourages cooperation. People who repeatedly come into contact with each other tend to develop positive relationships, especially when they share a common goal. Some networking strategies include identifying organizations, events, professional groups and social clubs whose members meet your profile characteristics, and getting involved. Get to know people, and let them know what you do.

THE POWER OF

PROFESSIONAL NETWORKING

ON YOUR BUSINESS BY GERALD MPYISI

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people from all over the world we left with less than five new acquaintances. In the business world this is unacceptable. All successful people know the value of effective networking. A simple definition of business networking is to establish a human interaction with other

like-minded people for the purpose of exchanging business ideas, knowledge, advice and other resources that have the potential to benefit your business. Professional networking is the creation and cultivation of business friendships and acquaintances. If you are meeting someone for the first time, networking starts by saying hallo and introducing yourself by stating your name and your profession or where you work. In normal circumstances the person you are meeting would similarly introduce himself. This is generally followed by a discussion on your business and other personal bits. This is a business and social skill that many people do not know or simply ignore. Networking is not just for establishing new acquaintances

ALL SUCCESSFUL PEOPLE KNOW THE VALUE OF EFFECTIVE NETWORKING.

and friendships. You must continuously network with your colleagues and other like-minded people to keep learning as much as possible on potential new business opportunities and

Volunteer for committees, attend events and conferences, and maximize opportunities that might spin off from the formal sessions. Any business deal or partnership that has ever been concluded started through networking. Networking is important because no matter how smart or business savvy someone is, he or she can still benefit from the knowledge and viewpoint of others. All things being equal, people want to do business with their friends. Relationships are a basic human need. Helping other people fulfill their need for relationships helps you, too. TSM The author is the Publisher of the ServiceMag gerald.mpyisi@gmail.com or gerald.mpyisi@theservicemag. com

The SERVICEMAG Sept - Nov 2015

Le client prend quel risque avec vous? PAR JEAN-PIERRE LAUZIER

oute décision, quelle qu’elle soit, vous expose à un risque ainsi qu’à des conséquences. Tout client qui fait affaire avec vous prend un risque. Quel est ce risque? Quelle en est l’importance? L’importance de ce risque diffère d’une décision à l’autre. Chaque personne évalue son risque différemment et son niveau de tolérance aux risques est également différent. Lorsque nous prenons des décisions d’achat : nous sommes portés à acheter les services ou les produits qui nous exposent à un minimum de risque. Il vous est déjà surement arrivé de rencontrer un client qui n’arrivait pas à se décider, n’estce pas? Eh bien, cette personne tentait simplement de diminuer le risque, car ce qui lui était offert présentait chacun des rsiques. Voici les trois éléments les plus importants qu’un client prend en considération pour évaluer son risque : 1. LA CONFIANCE : quand le climat de confiance est élevé, le risque diminue. Cette confiance se gagne par l’honnêteté, l’intégrité, l’ouverture d’esprit et la

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BUSINESS MANAGEMENT

réputation du vendeur et de l’entreprise.

2. DÉGAGEZ UN SENTIMENT SINCÈRE D’AIDER.

pourrez proposer réduira le risque.

2 LES PRÉOCCUPATIONS/ BESOINS : plus le positionnement du produit/service répond à un besoin ou à une préoccupation dominante de l’acheteur, plus le risque diminue.

Tous les vendeurs disent qu’ils désirent d’abord aider le client, mais ce n’est pas forcément ce que ressent le client. Dès les premières minutes de la conversation, ce dernier fait une évaluation de votre capacité et de votre volonté de l’aider. Et cela doit être votre principal objectif.

4. METTEZ EN VALEUR VOTRE EXPÉRIENCE ET VOTRE RÉPUTATION AINSI QUE CELLE DE VOTRE ENTREPRISE : même si vous proposez la meilleure solution sur le marché, il arrive qu’un client choisisse le produit d’un concurrent parce qu’il a l’impression d’être le premier à expérimenter votre produit. Étant donné que personne n’aime être utilisé comme cobaye, connaissez profondément en votre produit et montrez votre passion dans ce que vous faites : votre message sera beaucoup plus percutant.

3. LE PRIX : plus le prix d’un produit ou d’un service est élevé, plus le risque peut être perçu comme important par le client. Il arrive souvent qu’un vendeur baisse son prix pour acquérir un nouveau client parce qu’il n’a pas été capable de diminuer suffisamment le facteur de risque de son offre générale pour ce client. En tant qu’entrepreneur ou vendeur, si vous désirez une croissance importante et soutenue dans vos ventes, vous devez diminuer le facteur de risque chez vos prospects et clients. Voici quelques actions qui vous permettront de diminuer ce facteur de risque : 1. ÉTABLISSEZ UN CLIMAT DE CONFIANCE. Sur le plan de la confiance, le client a une préoccupation majeure : « Si j’ai un ou des problèmes avec cet achat, est-ce que ce vendeur ou cette entreprise agira de façon responsable et m’aidera à résoudre mon problème? » Faites ressortir votre honnêteté et votre intégrité dans vos actions, cherchez vraiment à satisfaire ses besoins.

“

CHAQUE CHOIX PRÉSENTE UN RISQUE

3. ÉLEVEZ VOTRE NIVEAU DE COMPRÉHENSION DES PRÉOCCUPATIONS ET DES BESOINS DE VOTRE CLIENT. Développez votre capacité à répondre efficacement. Vous devez comprendre en profondeur les préoccupations d’affaires, fonctionnelles et personnelles de vos clients. Plus votre compréhension sera juste, plus la solution que vous

Il arrive souvent que, dans les petites et moyennes entreprises en forte croissance, le président s’implique activement dans le cycle de vente parce que son intervention permet de diminuer le facteur de risque influençant le client. Posez-vous la question suivante dans chacune de vos situations de vente : « Estce que la solution que j’offre à ce client est celle qui est la moins risquée pour lui sur le marché? » Si oui, vous acquerrez plusieurs nouveaux clients. Si non, développez ces habiletés. TSM L’auteur est Conférencier, formateur, expert-conseil JPL Communications inc. info@jeanpierrelauzier.com www.jeanpierrelauzier.com

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Shifting the standard of creatives BY GLORIA A. IRIBAGIZA

inding fulfillment, creatively, spiritually and economically is a dynamic way of creating social change in today’s youth culture. Olivier Ngobyiyumuco Habiyaremye (27)carries the ability to mobilize, attract and retain his creative talent in a way that inspires other Rwandan youth.

He is an entrepreneur, artist, producer, sound engineer, motion, graphics and picture editor and animator. Currently working at Christian Life Assembly, he also manages a company called H264 + Waves. Coming from a scientific and diverse educational background in Bio-Chemistry in high school, he earned a B.A in Environmental Chemistry and plays the piano, guitars, drums and violin.

The ServiceMag (TSM) caught up with Olivier to expound on how he has learned to combine his diverse technical, media and musical skills to accomplish his life’s goals. TSM: What role do you play in order to influence change within your community? OLIVIER: Since I hold a leadership role both at my company and church, I always try to teach and mentor other youth who can take over and do what I do. TSM: Why is mentorship important to you? OLIVIER: I believe every leader should have someone who can keep the organization’s vision and mission going for the greater good. If things fall apart when a

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leader is gone, it means he did not do a good job. Even Einstein learnt from someone and yet he was the great scientist. TSM: What do you consider the biggest challenge in your field? OLIVIER: Making people understand the amount of time it takes to edit, create video and photo graphics. For example, a lot of people I meet think that making a five minute video will take you five minutes to shoot footage or five minutes to edit the raw content. It often takes me about two hours to set up and may be a day

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YOUTH TALK

or two to edit. But we learn from the challenges.

What makes you sad? “Injustice in any form.”

TSM: What is your biggest success story?

Your favorite hangout spot when in Rwanda? “RZ Manna, And Neo coffee shop”

OLIVIER: One of my recent projects was a live recording of a band. We invested everything we had and I was shocked at how the record turned out, not just amazing, actually it came out real good. We had never done this before and yet it was an accomplishment. TSM: What motivates you to do what you do? OLIVIER: When people tell me or even insinuate that, ‘I cannot do it’. That statement always motivates me to actually do it. TSM: What are your aspirations? OLIVIER: I want to make H264 + Waves successful and mentor young people. TSM: What is your take on service delivery in Rwanda? OLIVIER: It has improved but we still have a long way to go. I recently went to a restaurant and wanted a drink, they gave me a menu, I ordered for a cold Coke and the waiter went and came back and said, ‘we don’t have a Coke’, I ordered a Sprite, he went back came back and said, ‘we don’t have Sprite’. I asked for what they had and he said, ‘only

Olivier NGOBYIYUMUCO HABIYAREMYE

Q&A Fiestas’. I wonder, why he did not just say that in the beginning. TSM: What is your message for the Rwandan youth? OLIVIER: Study hard, learn a skill, be open minded and create jobs for yourself and others and you’ll be successful.

UP CLOSE When are you happiest? “When I see someone else happy and fulfilled.” What inspires you the most? “I am inspired when I read other people’s success stories that are in my field of work. I tell myself ‘I can Do it’.

Favorite drink/ snack/ dish? “My favorite drink is Coffee, White Mocha, Cold Orange juice mixed with sprite and ice. My snack is Salt and Vinegar Pringles and best dish is any Italian cuisine especially pasta. What gadget can’t you possibly do without? “ My Grestch Guitar.” Your Dream Car? “Any Range Rover car, particularly The Defender model. If you had one wish, which celebrity, famous or influential person would you like to meet in person? “Eddie Kramer, Award winning sound Engeneer. the Mix Masters” Are you dating, single or married? “Dating.” What’s the most daring or craziest thing you’ve done? “When I was 15 years old, my friend dared me to drink 10 oneliter cups full of water at once. I did it too and the end result wasn’t pleasing…..you can imagine.” TSM Contact: glo.irie@gmail.com, Twitter: @GloriaIribagiza

The SERVICEMAG Sept - Nov 2015

THEY WOWED US

Photogenix Bj Shokola at the library rooftop. Has superb customer service. The setting is good and the employees pay attention to clients. Kudos to the management.

sor aka Kumukasi:-) Tel:+250 786404881” That is my place,very clean. would recommend it to every gentleman. Kabera Vianney

I was really impressed. Carol Akiiki-Matama

KC Gents Barber shop. KK 15 Block. 46, Kicukiro Opposite Eto Wow, a barber shop on twitter engaging with customers! look out for the BIG Scis-

Indeed that is how they got me as a client and since then I’ve been a happy client. Alain Kayihura

I love the way lady Chantal at Mickey Mouse restaurant in Kimihurura welcomes and serves her customers.

and see for your self. I even felt like extending my stay just because of that Kato John TSM

I visited Blueberry Hotel & Restaurant (Nyarutarama, MTN road), the service was great, food was great too and came out fast, servers could explain items on the menu and even make suggestions...very accommodating for a big group...all the employees were welcoming, smiled and asked throughout the meal how everything was.

Masters Lounge and Restaurant has set a very high standard for quality service and quality products. Jamie Boiles Masters lounge & restaurant (Nyarutarama, 3rd floor, MTN Center) has a beautiful interior, great music, good food and fast

service. I was very impressed. Big up to Masters Lounge and Restaurant - MTN Centre. Great hospitality, super ambience, nice and tasty food. Malo Nyar Masters Lounge (MTN Center) has the best waiter in town. He worked there (under former

The SERVICEMAG Sept - Nov 2015

Management) but he has consistently delivered great customer care service. Sadly I don’t know his name but he is exemplary. Frank Abaho

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THEY WOWED US

Petit Bassam Hotel (No. 18 Kg St. 672 Kimihurura Kigali City) Is a Hotel to learn from, the hospitality and ambience is just exeptional. The accomodation is just great with the spacious suites.

PETIT BASSAM HOTEL

The Bar section works 24/7 you need a drink you get it anytime from your room or at the counter. I just liked the soft music in the background You need to experience a red carpet welcome, just get there The SERVICEMAG Sept - Nov 2015

wara umugongo. Ubwo burwayi bukunze kuza igihe umuntu ari igikwerere/ijigija cyangwa mu gihe cy’ubusaza ariko umuntu ashobora kugira ubwo burwayi akiri muto. Kumva

UGOMBA KWICARA/ GUHAGARARA NEZA IGIHE UKORA

BYANDITSWE NA DR. RACHNA PANDE

uri muntu wese agira icyo akora haba mu rugo, ku kazi, mu ruganda n’ahandi hose haba akazi cyangwa bizinesi. Ushobora kuba ukora umurimo ukubeshaho cyangwa utuma ubona ibyo umuryango ukeneye. Ndetse n’umwana nawe hari uturimo akora mu rugo kugira ngo afashe abandi. Amaboko n’amaguru bigufasha mu gukora imirimo itandukanye naho umugongo uba inkingi ishyigikira amaguru n’amaboko. Hashize ibinyejana byinshi umuntu yaravumbuye ubuhanga bumufasha gukora imirimo, ariko ibyo ntibyabujije ko habaho ibibazo byinshi bibangamira ubuzima . Bimwe muri ibyo bibazo ushobora kubyirinda bitewe n’uburyo uhagararamo cyangwa wicaramo igihe ukora akazi kawe. Kimwe mu burwayi abantu bakunze guhura nabwo ni ukur-

The SERVICEMAG Sept - Nov 2015

umugongo wabaye nk’igiti ni bimwe mu biwutera kubabara. Urubyiruko rushobora kugira ikibazo cy’umugongo bitewe n’ukwirega kw’imikaya y’uruti rw’umugongo cyangwa kugorama k’urutirigongo. Umugongo ushobora guterwa n’ibintu byinshi ariko ushobora kubyirinda. Kuko umuntu agenda akoresheje amaguru abiri, kubera uburemere umugongo urakora cyane, iyo umuntu awukoresheje nabi nka rasoro akihengeka uko ashatse umugongo urahababarira cyane bikawutera kurwara. Kwirinda umugongo ni ibintu byoroshye cyane. Umuntu agomba guhora ahagaze/yicaye neza adahese umugongo. Niba ugiye gufata ikintu hasi ni byiza gupfukama, umugongo ugororotse hanyuma ugahaguruka utunamye. Ni byiza kwicara ku ntebe zikomeye inyuma aho ushyira umugongo aho kwicara ku ntebe zinepa inyuma aho wegamiza umugongo. Si byiza kuryama kuri matora zorohereye cyane kuko umugongo ntuba uri ahantu hawufasha gukora neza.

YOUR HEALTH MATTERS

Iyo bibaye ngombwa ko uterura ikintu kiremereye ugomba kugiterurisha amaboko yombi kandi ukagifatira imbere. Ibi bituma umugongo utahangirikira. Kugabanuka k’ubushobozi bwo kureba neza na cyo ni ikibazo gishobora kwirindwa. Kubera ko ikoranabuhanga cyane cyane ikoreshwa rya mudasobwa n’ibindi bikoresho nka televiziyo, za ayipadi rigenda ryiyongera usanga n’abana basigaye bambara indorerwamo zikomeye haba mu bihugu byateye imbere no mu biri mu nzira y’amajyamabere. Abana bagomba kwigishwa ko atari byiza kureba televiziyo no kureba muri mudasobwa igihe kirekire. Si byiza kureba televiziyo uyegereye kuko byangiza amaso. Niba ukoresheje mudasobwa cyangwa urebye televiziyo igihe kirekire hanyuma ukaribwa mu maso, ni byiza gufunga amaso mu minota mike hanyuma ukayafungisha ibiganza kugira ngo imikaya y’amaso iruhuke. Igihe usoma ugomba kugenzura ko urumuri atari ruke cyangwa rwinshi. Ugomba gukora ku buryo hatagira igicucu gihuma ipaji uri gusoma. Ibi bituma iyo usoma amaso adakoresha ingufu nyinshi bikaba byayaviramo kwangirika. Hari ibindi bibazo by’ubuzima bishobora guterwa no gukoresha mudasobwa igihe kirekire. Kimwe muri ibyo ni ukumva hari utuntu tumeze nk’amahwa mu ntoki no mu kiganza. Kugira ngo ubyirinde ni ukugabanya kwandika igihe kirekire. Igihe wandika kuri mudasobwa ugomba gucishamo ukaruhuka

kugira ngo akaboko karuhuke. Kubabara mu ijosi na byo biterwa no gukoresha mudasobwa igihe kirekire. Mu rwego rwo kwirinda icyo kibazo ni byiza gukoresha mudasobwa itegereye cyane amaso. Iyo wandika kuri mudasobwa ugomba kuba wicaye neza udahengamye ijosi riringaniye n’ibyo wandika. Imodoka nazo zabaye igikoresho gisanzwe cy’ubuzima aho ugenda igihe kirekire ari yo ukoresha. Ariko iyo utwara imodoka hari ibyo ugomba kwitwararikaho kugira ngo wirinde ikibazo cy’umugongo, ijosi n’amaguru. Naho ubundi abantu benshi basigaye barwara umugongo cyane, bakumva mu ijosi hari utuntu tubajomba tumeze nk’amahwa, mu maguru no mu maboko bikaba uko, akumva mu ntoki , mu maboko, mu maguru hari utuntu tudasanzwe tumurya, mbese mu bice byose by’umubiri bikoreshwa mu gutwara imodoka. Ibi bikunze kuba ku batwara imodoka ahantu harehare. Ndetse n’abagenzi bakunze kuribwa umugongo iyo bakoze urugendo rurerure mu modoka. Ugomba kwitonda ukamenya niba umugongo udahetamye igihe utwara imodoka. Iyo utunganyije intebe neza ukumva umugongo ntuhagaze neza ugomba gushyiraho umusego inyuma kugira ngo utume umugongo uhagarara neza. Za retorovizeri n’ikirahuri kigufasha kureba inyuma bigomba kuba bitunganyije ku buryo ushobora kureba aho ushaka hose utunamye cyangwa ngo uhine ijosi. Ugomba kwitwararika iyo utwara igare cyangwa moto. Iby-

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inshi muri ibi binyabiziga bikenera icyuma batera nk’umugeri kugira ngo bagihagurutse. Uko gukubita umugeri icyo kinyabiziga bitera ububabare akaguru cyangwa ikirenge ndetse n’umugongo iyo utabyitondeye. Ugomba gukandagira cya cyuma cyatsa moto umugongo uhagaze neza kandi ugakandagira buhoro. Ibyo bikorwa ufata neza ikinyabiziga cyawe ugahora ugishyiramo amavuta kandi ugisukura. Umugongo wawe ugomba guhora ugororotse ukirinda kunama igihe woga cyangwa usukura inzu. Ni byiza gukoresha amaboko abiri kugira ngo utananiza cyane ukuboko kumwe. Ibi ni byo bishobora gutera kumva ufite utuntu tukujomba mu maboko n’amaguru cyangwa akagagara bitewe n’iyo mirimo. Uburiri bukomeye bufite matora n’agasego gato bituma umuntu asinzira neza. Indyo yuzuye ni ingenzi cyane mu kubungabunga umubiri wacu. Imyitozo ihoraho ituma amaguru n’amaboko ndetse n’umubiri wose muri rusange ukora neza. Iyo wise ku ndyo yuzuye , ugakora imyitozo ngororamubiri buri munsi kandi ugahora uhagaze neza utunama cyangwa ngo wihengeke cyane bituma ugira ubuzima bwiza. TSM Dr. Rachna Pande ni Inzobere mu buvuzi bw’indwara zitandukanye E-mail-rachna212002@yahoo. co.uk

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ICT

WHY YOUR ORGANIZATION NEEDS TO BE SOCIAL-MEDIAREADY BY GAD OPONDO Social Media has become too big for businesses, government and Non-Profit organizations to ignore. Is your organization ‘social media ready’? Do you have a corporate strategy in place to handle this audience and customer shift to Facebook, Twitter, Instagram and WhatsApp? Can your organization satisfy

the 71% of your audience who expect a response on Social Media within 1 hour? Having a corporate Social Media presence is the first step in being social media ready. Whether you have a corporate social media account or not, you are already on social media since your social media audience is already talking about you (and to you)...even in your absence!

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However, it will be disastrous to plunge yourself into the muddied waters of social media without a solid plan. Having a plan in place before engaging ensures that you are strategically placed to: 1. Understand the essence of being in a particular social network; 2. Understand your audience and create a personality for your corporate brand that they can interact with;

3. Employ strategies that enable you to listen to and join in the conversations your audience and customers are having about you and your industry.

be achieved by getting professionals with Customer Service, Public Relations and Marketing skills to handle your corporate social media presence.

If you are not yet fully utilizing the internet & social media, your organization will be made to play catch-up to your competitors. As of January 2015, 1 in every 4 people in the world is now using social networks.

Further, it’s important to note that the I.T aspect of social media only goes as far as the use of a computer (or phone and tablet)! Therefore, it is very im-

And this ‘new’ media comes with even greater prospects; the relational nature of social media provides a unique space where you don’t need to outspend your competitor in order to beat them. On social media, out relating competitors reigns and gives a perfect platform to create lifetime brand ambassadors with minimum marketing spend. Considering all the social media benefits, you may now be asking yourself, “Since my university son is always on Facebook & Whatsapp and my teenage daughter hardly ever leaves Instagram, my organization’s Social Media doesn’t need a dedicated professional...any intern can handle my organization’s social media and get the above results, true?” FALSE! Effective and profitable corporate social media use can only

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ICT

portant to create a Social Media department or hire a Social Media agency answerable to the marketing, communications or customer service office to handle your corporate social media interactions. Amazon Founder & CEO, Jeff Bezos said, “If you make customers unhappy in the physi-

WHY YOUR ORGANIZATION NEEDS TO BE SOCIAL-MEDIAREADY cal world, they might tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends” TSM

CAN YOUR ORGANIZATION SATISFY THE 71% OF YOUR AUDIENCE WHO EXPECT A RESPONSE ON SOCIAL MEDIA WITHIN 1 HOUR?

Gad Opondo is the CEO of Reach Creatives Ltd a Pan-African Social Media PR & Marketing Agency gad@reachcreatives.com

The SERVICEMAG Sept - Nov 2015

Fashion

1Shoes and Bags from

By Efua Hagan

eeling and looking great happens when one accentuates their best assets. Dressing in a way that keeps you feeling comfortable and looking fabulous will automatically boost your self-esteem. Fear should not be allowed to get in the way because the best outcomes as far as outfits are concerned will come when you constantly try out new things and keep an open mind.

The clothes and accessories we wear are a reflection of our personalities. Clothes are a powerful medium through which people express themselves. Here are a few useful questions to ask yourself: “Do I feel comfortable in my current style?” “Do my clothes match my personality and lifestyle?” If the answers are yes, you are on the right track. However if you answered no, it is possible that you are under some sort of pressure (from work, friends etc) to wear clothes not suitable with your innate personality.

The SERVICEMAG Sept - Nov 2015

b.Rose

2 An assortment of outfits from b.Rose

3 Item: Necklace

Africa Clothes Design located at Kigali-Kiyovu, KN54st, Dallas House

4 Item: Unisex zip-up

jumper (Africa Clothes Design)

5 Item: Sandals

(Africa Clothes Design)

6 Items: Necklace and

headbands (Africa Clothes Design)

7 Item: Handbag

(Africa Clothes Design)

8 Item: Bow tie

(Africa Clothes Design)

Personalized Outfits Ideally, personalized or custom made outfits are tailored to fit and flatter your body shape. One significant advantage is that they are inevitably one of a kind. A person with such an outfit will stand out as unique. You may spend a little more money to have it made- especially if you will hire a fashion designer, however it will be well worth the investment because he/she will aid you in creating your perfect outfit. AFRICA CLOTHES DESIGN The store is located in town soon after the main BK Branch Its is situated on Street No. KN 4 AV32 at the traffic lights before the right rurn to the Belgian school Tel: +250 788 307 448 +250 784 186 840 +250 785 308 898 Email: africaclothes2014@gmail.com

Efua Hagan: Email ms.efuahagan@gmail.com) The SERVICEMAG Sept - Nov 2015

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FASHION PAGE

Airtel Chief, Mr. Bhullar hands over cheque Agaciro’s Mr. Kagabo on behalf of Airtel Staff

Musanze FC fans cheer on their team at the ARS Finals

Airtel Rwanda MD Teddy Bhullar hands over the trophy and cheque of Rwfs 200,000 to the winners of the girls’ ARS Finals Abarashi Gatsibo

A line up of the motorcycles to be won in the Tunga promotion

The SERVICEMAG Sept - Nov 2015

PICTORIAL

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PICTORIAL

One of Airtel staff during a blood donation recently

Girls’ Category- Nyakiraba FC and White Stars battling it out during the Western Regional Championships held in Gisenyi

Ngoboka Methode receiving the keys to his motocycle won in Airtel Tunga Promotion

Vividly excited Imfurayiwabo Jean Pierre celebrating after he received his brand new Motorcycle

11th Kwita Izina Ceremony held in Kinigi, Musanze on September 5th 2015 Photos: RDB and Guthanju Denis (Safari Communications) The SERVICEMAG Sept - Nov 2015 51

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EMERGENCY MEDICAL EVACUATION SERVICES

When lives are at stake, every second counts Akagera Aviation provides rapid required response and high level medical care to everyone that lives, works, or is travelling in Rwanda, who experiences a serious medical emergency or tragedy and transports them directly by air to the most appropriate hospital best able to treat their injuries at an affordable fee. We have the skills and experience to perform efficiently, reliably and safely in any life-threatening situation. For information contact: Kigali International Airport, Main Terminal Building, Call +250 788 308 382, email: office@akageraaviation.com, web: www.akageraaviation.com

The SERVICEMAG Sept - Nov 2015

20 r e b o t th Oc

5th - 9

Theme: â&#x20AC;&#x153;OUR DAILY HEROESâ&#x20AC;? Celebration of the importance of customer service and of the people who serve and support customers on a daily basis.

Call us on 0788 781 562 www.theservicemag.com @theservicemag Facebook.com/theservicemag theservicemag

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Knowledge is Power