Was Ghandi a Customer Service Guru?

http://newtimes.co.rw/index.php?issue=13850&article=1533&week=14

CUSTOMER CARE: Emulating Gandhi, as a Customer Service Guru



Sandra Idossou

Today as a lot is being said about customer service in Rwanda and with the Indian investors in the country at the moment, I would like to share with you this quote that has been attributed to Mahatma Gandhi which I first read about 9 years ago.

Because of this quote I have always been amazed how in 1890 Gandhi could so very well have understood the importance of customers.

Though Gandhi never worked in retail or owned a store, he truly believed that serving customers is the reason for any enterprise. I wish all shop owners will print this boldly for their staff.

“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.”

This quote is very apt to any service related organization whether commercial or otherwise. And today to reach the Rwanda’s ‘Vision 2020’, this should be applied not only in the private sector but also in public services.

Every one should understand that if it were not for the patrons or customers or whatever they choose to call them, no business could exist.

In the modern world where many become very system orientated these words are required to be often repeated to keep not only the front office people but also the back office staff, focusing on their primary objective.

When asked to define “customer service”, most people get a puzzled look on their eyes.

Does customer service defy definition because it is so warm and fuzzy that it must be experienced rather than quantified? Is customer service purely subjective? Does it exist only in the eyes of the beholder, or is it an objective entity that can exist independently of the person?

I asked some of my friends here in Rwanda, particularly Janet, Bea and another called Gerald, about their perception on customer service and this is what they say:
“Customer service is when the cashier greets me when I come in front of her/him with my purchase then I am thanked for shopping with them.

Not like this last time I went to the German Butchery at the MTN Centre where the cashier didn’t utter a single word to me,” said Janet.

Gerard said, “ Customer service is when the taxi driver meets me at the airport, politely ask me where I’m going to, open the door for me, put my bag in the coffer, then drives me safely without putting the music so loud nor conversing his private matters on his phone while driving.”

“Customer service is when my mechanic garage owner tells me that my car will be ready at 4pm and he respects his promise or calls me to inform me when there he finds any difficulty servicing the car,” says Bea

For me customer service is any contact between a customer and a company that can cause a positive or negative perception to the customer.

Last week in training, I had a very interesting question by Epa who wanted to know if customer service was a right, an advantage, an option or a privilege for the customer?

We’ve all heard that in today’s economy, good customer service is more than just a competitive advantage, it’s a necessity. If businesses in Rwanda provide outstanding customer service, this will definitely increase customer satisfaction and obviously the growth of this nation.

The writer is a customer care expert currently based in Rwanda

sandra.idossou@sheiconsulting.com

Customer ServiceTrainings

The Inspire Management Institute of Kigali, in partnership with SHEI & ENZ Consulting have organized a training session entitled " Customer Service Attitude".

Trainings were held at the Kigali Top Tower hotel and had 15 participants from diverse companies such as RWARRI, FOND D'ENTRETIEN ROUTIER, MUTARA, OCIR THE, IMPRIMERIE NATIONALE DU RWANDA, UTEXRWA.

Trainings started on March 24th and finished on Thursday 26th and were facilitated by Edgar Ogao from IMI and Sandra IDOSSOU from SHEI & ENZ.

We were so prividged to have members of the media cover the closing ceremony that witnessed the managers of participants companies as well as directors of IMI.

Training Certificates were awarded to participants who were very happy to have benefitted from these trainings and who invited Rwandan business owners to send all their staff to such trainings.

This is what was written in the press this morning


http://newtimes.co.rw/index.php?issue=13848&article=14555

15 train in customer care
BY SAM NKURUNZIZA

15 participants from five different business institutions Thursday completed a three-day training on creating a good customer service culture.

The training was jointly conducted by Inspire Management Institute (IMI) and experts from a local company Shei and Enz consulting firm.

The participants were drawn from Mutara Enterprises, Utexrwa, Road maintenance Fund and Imprimerie Nouvelle du Rwanda among others.

Officiating at the closing ceremony, IMI’s Director, Vianney Shumbusho, urged the beneficiaries to put into practice the lessons acquired if they are to benefit the companies they work for.

“If the level of business in Rwanda is to improve, we need to raise the quality of our customer care to international standards,” Shumbusho said before rewarding each with a certificate of merit.

Edgar Ogao who has previously trained over 200 people, underscored the need to bridge the skills gap in Rwanda, pointing out that in the next three years, poor customer care will be a thing of the past.

“Such trainings to motivate workers have started with the private sector but soon the public sector will also be brought on,” said Ogao

He revealed that more trainings in various fields like human resource and consultancy, salary survey and recruitment, leadership and management were underway.

Moses Nturo, one of the participants hailed the organisers of the study meeting and said he had learnt a lot from the sessions over the three days.

“At this rate a country which aims at developing with maximum spirit and minimum delay, the training could never have come at a better time than now,” Nturo who is also sales manager of Mutara Enterprises said.

In a bid to instil the culture of good customer care, the government has set up a ten-person Customer Care Task Force headed by Claire Akamanzi, one of the deputy CEOs of Rwanda Development Board (RDB).

Corar Rwanda Trains its Staff

Following the demand of the Management of Corar sa Rwanda, a training on Customer Service has been organised for 21 staff for 2 days from March 20th till 21rst at the Centre National de Pastorale Saint Paul de Kigali.

The title of the training was “ Welcoming is a State of Mind ” and its objective was to give practical welcoming knowledge to participants that will help them improve on their customer service attitudes.

The participants came from the following departments: Life, Car, Sickness and IARDT.

They were from the following agencies: Nyagugogo, Remera, Gitarama, Gikongoro, Butare, Kibungo, Gatuna, Ruhengeri, Bymba, Cyangugu and Kigali Head Office

Participants enjoyed the training, participated very much and the group dynamic had a very positive effect on their learning process. Training was done with less of theory but with numerous practical exercises.

This is a participant feedback the day following the course

" Good morning Madam,my names Uwimana Isaac,i'm one of the Corar staff which was following the training in costumer care at saint paul,i would like to thank you very much because you did something which was needed in our daily job.so congratulation and i think you will continue helping people of rwanda in that matter.

my self i think after getting this training i'm gonna do better in welcoming client and other people knowing that ( the client is the reason of my existance in Corar),thank you so much,be blessed.

Isaac from Corar Gitarama"

This is another participants feedback

" Bonsoir Sandra! C'est Patrice, un des participants à votre dernière formation sur l'Accueil des clients! Encore une fois, permettez-moi de vous dire Merci pour votre travail de grande consistance et une méthodologie appliquée! Vous avez été professeur, non?

Bonne soirée et courage, le marché est encore vaste!Patrice."

Customer Care implies Employee Care

http://newtimes.co.rw/index.php?issue=13843&article=1512&week=13

OPINIONS: Customer care implies employee care

BY SANDRA IDOSSOU

There is this particular bank that whenever I go to, I have the impression that the staff is enjoying being there. They look smart, happy and enthusiastic. I kept on wondering what could be the magic potion offered to these staff until I met the managing director and his management team. They all look like a bunch of family members and friends working together. They call each other by their first name and employees have easy access to their managers. Do you treat your employees the way you want them to treat customers? Most business owners do not, yet they expect their personnel to excel when it comes to offer friendly customer service. I have noticed that employees who are unhappy on their jobs are most often those who display negative attitudes to their customers. They respond to customers with the same attitude they receive from their managers and supervisors. During one of my training sessions in Kigali, some staff of a big company told me that they start work at 7am and finish at 2pm or 3pm. During that period, they do not a lunch break and have to wait till they finish their duty before leaving their desk. The amazing thing is that they are in direct contact with customers and need to be friendly, smiling, available etc Do you think it is reasonable to ask these service people to give outstanding customer service when they are hungry? Do you know the adage “a hungry man is an angry man”? If you want your employees to deliver a good level of service to customers, you will have to show them a minimum of caring. Below are some of the actions that can create a favorable working environment for your staff and a positive customer experience for your clients. Hire the right people and pay them accordingly. If you want outstanding customer service, you will need to look for people who are able to have a positive impact on your business. Don’t just put anyone in contact with your clients because of the meager salary you want to offer. Develop a hiring procedure that focuses on attitude and not only on technical qualifications especially for your customer facing employees. Focus on attributes such as creativity, friendliness, enthusiasm and always remember this adage “Hire for attitude, train for skill” Train your staff and offer orientation programs for new hires. I met Florence in this big company who didn’t know the name of her Managing Director. She was recruited 2 weeks earlier without any prior induction training. There is also Felix at this nice and new hotel in Kibuye who couldn’t tell the number of rooms they had. And also James at this hotel in Gisenyi who couldn’t give the phone number of their sister hotel in Kigali. Examples like these are so many and all show the lack of induction training. It is important to take time for induction and explain clearly to new employees what the company expects of them. Let them know the company’s vision, history, targets. Don’t just throw your new employee right in the water and see how well they swim. Create an environment where your staff feels respected. A positive working environment will make your workers feel valued and good about coming to work. Your presence in front of your staff should not only be to blame, humiliate, reprimand, disrespect, judge them. If you want them to respect your customers, let them see that you also respect them. Recognize your employees for exceptional customer service and acknowledge their effort. Make your working environment be a fun and energizing place that your staff will look forward coming in every day. Regardless of your industry, if you want your customers to experience good service, you must set the example and live by it. Remember your employees will do what you do and not what you say. Greet them warmly with a smile and they will definitely do the same to your clients. And this will positively impact your bottom line. sandra.idossou@sheiconsulting.com www.sheiconsulting.com

The 4 x 20 Rule in a first Contact

http://newtimes.co.rw/index.php?issue=13836&article=1491&week=12

OPINIONS: Customer Care: The 4x20 Rule in a first contact

By Sandra idossou

Most of us have very often heard the statement, “you never have a second chance to make a first impression.” Whether you work in an established customer service company or in a small retail shop around the corner, it is essential for all service people to create a first positive impression with customers the first time they enter their shops and offices. The first contact starts with the cleanliness of your shops as well as with your personal appearance. The orderliness of your desk, shelves, environment shows how methodological you are. Have you ever sat on the chair in front of your desk to see what your clients see when they sit in front of you? All service people should learn how to create positive, lasting impression and pay attention to the 4x20 rule. The 20 steps As we explained last week, your appearance is your image and is the first thing the customer notices. It is therefore important for service people to dress up according to the standards of their businesses. Understand what professional dress code means. It is not all the dresses you have that can be worn to work. Have you also noticed people here in big companies wearing flip-flop sandals and clothing that reveals too much their cleavage? Many people think that business dress down on Fridays is an occasion to dress up shabbily as if going to the market or to the night club. Service people should always look neat, smart and professionally dressed even on Fridays. The 20 cm of your face It is important to take care your face, your body odor, your hair, your make up etc… The last time I went into this Internet café in town, the service person was nice but had an incredible bad body odor. Service people should not neglect their personal grooming. Always strive for consistency, look good and smell good. Deodorants are a must, as they help keeping body odour at bay. Also after lunch, please make sure you do not have a bad breath to avoid your clients running away when you open your mouth. The 20 first words Delivering good customer service begins with good communication. Your greeting with a smile should tell the customer, “I am glad you’re here!” I have often had debates during training sessions on who should be the first person to greet. A friendly greeting by a service person immediately disarms the clients and sets them at ease. It sets the tone for the rest of the interaction. A lively voice shows your dynamism. The following words are probably the most important words that every service person should use in all encounters: ‘Good Morning’, ‘How may I help you?’ ‘Thank you’, ‘Gooodbye or have a nice day.’ The 20 first seconds Smile when you meet the customer. Your sincere smiles can melt the coldest hearts. So let it be the first sign of welcoming to your client. For those who handle many customers in a course of a day, remember that every customer deserves the same courteous treatment. Take care of each customer in a professional manner whether it is at 8am or at 4pm. If you are in bad mood, the customer will sense it and feel very uncomfortable with you. This might make him get a poor image of you, your company and maybe the country as a whole. Remember the image of Rwanda lies also in your hand. The writer is a customer care consultant currently working in projects in Rwanda. sandra.idossou@sheiconsulting.com

My first Article in the Rwandan New Times

http://www.newtimes.co.rw/index.php?issue=13795&article=13003

Outstanding customer service

BY SANDRA IDOSSOU

Customer service is the cornerstone of a solid, thriving business. It costs more than five times to get a new customer than to maintain the satisfaction and loyalty of an existing customer. Companies struggle to cut costs without realising that customer attrition might be the single largest cost they have. Keeping customers happy has the same bottom line effect as cutting costs. Increase your customer retention by 5%, and you could increase your profits 25%. But you won’t get there by providing “average” service. The last time I entered a furnishing company down town around UTC, I had the impression that I was disturbing the lady. She was lying on one of the couches, chatting on her phone and did not even offer me a glance. After 3 minutes looking around, I walked out and she never noticed my departure. I asked myself if this lady knew why she was there. Do you think she makes the link between the customer and her salary at the end of the month? I usually buy tomatoes at the Kimironko market and have been very impressed by Janet who will always welcome me with a big smile to show she is pleased to see me. And guess what? I buy my tomatoes only from her. What a difference a smile makes in helping customers feel welcome. And what a striking contradiction it is when someone asks, “Can I help you?” while their expression says, “Go away, you’re a nuisance” or better still “why didn’t you go to the next shop?” Every shop owner and every front line staff should know the Chinese proverb that says “a man who cannot smile should not open a shop”. To many organisations however customer service is one of the most challenging and neglected areas of management. For customers, the quality of customer service determines whether to buy, and particularly whether to remain a customer. The customer has to feel good about doing business with you and happy enough to pass positive feedback to others. Think for a moment how you yourself behave as a customer on an occasion when poor customer service or an unhappy exchange with a sales person has driven you to leave, even if the quality and value of the product or service itself is broadly satisfactory. Considering the Vision 2020 of Rwanda, it is important that people from all areas of service understand the impact of customer service on the global image of this great country. And this should start from airline companies, the immigration service, the hotels and restaurants etc down to taxi drivers, the hair saloon, the internet café, souvenir shops, filling stations and all public services. Rwanda business owners looking to thrive should invest in customer service training by a professional trainer who will have the methodology to pass on the message. Contact: sandra.idossou@sheiconsulting.com

This week's article in the New Times

http://www.newtimes.co.rw/index.php?issue=13829&article=1450&week=11

OPINIONS: Rwanda’s ‘good service’ vs ‘first impression’

By Sandra idossou

Last week as we were conducting mystery shopping for an agency here in Rwanda, I went to one of the big insurance companies to inquire about medical insurance. As I entered this office, I was straight away approached by this lady who welcomed me warmly and gave me a sit asking me to wait for her colleague. Though the man was busy with other clients, he offered me a smile. Few minutes later, he came in and apologized for the waiting time, then said to me “It is a pleasure to have you here, how may I help you?” WOW! What a good welcoming! When a customer calls or goes into an office or a business, the first person they talk to represents the entire company. To the customer the service person is the company and in this case of this insurance company, Theogene was this company. A good first impression gives straight away a positive impact to the client’s relationship with your company. On the other hand a poor first impression can sometime end the relationship right there. Even though a bad first impression can sometimes be corrected, it surely takes a lot of effort. Therefore, it is important to aim at great first impressions every time you encounter a customer. Speaking of first impressions, we have all seen examples of this in our personal lives. When we meet someone new their appearance, tone of voice, manners all have a very big effect on us. On the other hand, it is wrong for customer service professional to make assumptions about customers by judging them by their appearance or how they speak. So do not underestimate nor minimize the client you think doesn’t seem to be important. Every person who walks into your shop is a potential client and every customer deserves the same courteous treatment. First impressions in most cases will start with the telephone. The last time I recorded a phone conversation I had with this receptionist in one our hotels here in Kigali. I just couldn’t imagine calling such a big hotel. But then telephone etiquette is such a big issue that I will have to write another article solely on this. Apart from the telephone, there is a rule that is called the 4x20 that reveals the stages of a first contact. It starts by saying that a first contact starts already when you are at 20 steps from someone. The 20 steps: Did you know that when you first meet someone, the other person will have formed an initial impression of you, based on how you look, how you move and even how you walk? Your dresses reveals a great deal your personality. Contact Do not forget that one piece of clothing can give you the image of instant credibility. I have seen people in some of our big banks here dressed as if going to night clubs, to markets or even to the gym. But then here are the 20 seconds: Always make eye contact with the customer the first second they come in. Even if you are with another customer or on the phone, make eye contact and acknowledge that they are there immediately. A simple gesture tells the new person that you have seen them and will be right with them. Sandra Idossou is a customer care expert currently working on several projects in Rwanda sandra.idossou@sheiconsulting.com

Are you a service Person

http://newtimes.co.rw/index.php?issue=13822&article=1427&week=10

by Sandra IDOSSOU

My friend Pelagie who lives in Remera will always go to this hair saloon in Nyabugongo. When I asked her why she drives all the way to that saloon, her answer was as simple as this: “The staff is friendly, they know me very well and always give me the best service”.

I don’t think Pelagie really gets an exceptional service in this saloon but the fact is that most of us chose a company depending on the customer service attitude of the staff that takes care of us.

The last time I talked to Felix who had just moved from one of the banks in Kigali to another, he proudly said, “guess what, my clients have followed me here”.

This clearly shows the power of the service staff whose primary responsibility is to “be the company” in the eyes of the customer.

During my training sessions, I’m frequently asked the following question: “What should be the main qualities of a service person? “

A customer facing person is first of all a ‘people person’ who likes interaction and who has a great deal of emotional intelligence. He is an outgoing person who can easily link up with people. If you are shy and unable to talk to people, I really don’t see how you could be in a job where you deal every time with people.

For me, a customer facing person’s first assets should be a smiling face and a positive mindset.

A smiling face is definitely an important feature that every customer facing person should have. It shows the customer that you are happy he has decided to enter your shop instead of the one next door.

A positive mindset helps you to understand how important the customer is to you and your business. You don’t see the customer as an “extra job” or someone who is coming to “disturb” but rather you know this quotation by Henry Ford that says “It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages”.

They understand that the client is “MONEY” not just for their companies but for their pocket.

In every interaction with customers, customer facing people can choose to provide a level of care that is exquisite and build big “emotional bank accounts” with customers that will keep them connected to their businesses and keep them happy while they come back.

Customer facing people should set an intention every day to be the best they can be at their work. They should find joy in the job they do and be proud of it.

They should be enthusiastic and excited about dealing with customers. If you walking nonchalantly by dragging your feet as if forced to be in that office or shop, you are definitely not giving a good image of yourself and your business.

Of course, sometimes the customer is wrong, sometimes he is mean, sometimes he tells lies, and sometimes he drives you crazy.

But being right or wrong is not the point. The job of a service person is to be so skillful that even if the client is wrong, angry, nasty or just having a bad day, he has the ability to turn a bad situation into a better one.

A highly skilled customer facing person is a magician, able to transform and diffuse difficult situations into good ones.

A customer facing person is like an actor performing on a stage because service is not like a manufactured good that can be made ahead of time and put on the shelf. It happens in the moment, as needed by the customer.

Just like an actor, there will be days when the service person doesn’t feel good but has to act “as if” he was. It takes a great performance to swallow one’s personal problems and give a good service.

The actor knows that the spectator has paid for the “show” and he needs to offer a good performance.

Really think about the good things about being in a customer facing job. Appreciate the power and opportunity that rest in your hands. You are so lucky to be in a job where you can easily market yourself.

So make the commitment today to be the best you can be and have fun doing a good work.

The writer is a customer care expert currently working in Kigali, Rwanda