http://newtimes.co.rw/index.php?issue=13990&article=1941&week=34

CUSTOMER CARE: Excerpts from the Customer Care handbook

by Sandra idossou

This is to respond to many readers on my last week article on the Customer Care handbook that was launched by the Private Sector Federation and sponsored by the Rwanda Development Board (RDB).

Many wanted me to give them more insights about this interesting book. In response to the many questions I received, I would like to share with you, dear readers some excerpts.

For the purpose this handbook, I spoke to some business people in Kigali to have their statements on why customer service was important to their businesses.

I was privileged to talk to Business owners, managers, government officials and even to my tomato seller at Kimironko Market.

The variety of the panel who gave their statements clearly showed that customer service is a national issue.

This indicates that customer care is not only for the private sector people. Rather, it involves every actor in the economy of the country; from public sector down to retailers and big organizations.

Out of the 12 declarations I got for the book, I will like to share with you some few ones.

Page 6: What some entrepreneurs in Rwanda say about Customer Care

“Customer Care is important for us in the health sector because it reassures and comforts our patients right from their first contact with us.

It makes them reassured and know that they can count on us,” Dr Diane Gashumba, Director of Muhima Hospital.

Mary Gahonzire, Deputy Commissioner General Rwanda National Police said, “Service Delivery ought to be done professionally.

The people we serve are our customers and we ought to treat them well. Policing, Service and Customer Care are all three inseparable.”

According to Janet Kayitessi, Tomatoes seller at Kimironko market, I have to welcome very well all my customers so that they will always buy from me.

I need to show them that I appreciate their patronage. “We are in business because of and for our customers; they are the drivers of our product and investment decisions.

Customers are the reason we are,” Andrew Rugenge COO MTN Rwanda said.
“We want our customers to feel good in our saloon because we want them to come back and talk good about our services to others.

There are many salons in town but it is the way we handle our customers that make the difference,” said Claire Nkulikiyimfura Owner Keza Saloon UTC Kigali

“Good quality customer service is when a client leaves our bank with a smile on his face and will have no reservations at all in returning to us for his next transaction or recommending the bank to others,” said Daniel Sackey MD Ecobank Rwanda

We can all agree from these statements that Customer Service is important for all but unfortunately miracles will just not happen if nothing is done.

One essential element of reaching the expected level of service delivery in Rwanda is through constant education.

First, the staff but also as consumers we don’t have to accept mediocrity or poor service anymore, especially if we pay for it.

As President Kagame often says when you go to a restaurant and the service is poor, sanction the service provider by not going there anymore.

For me as a customer and probably for all of us, the deciding factor in shopping in a particular shop is the quality of the customer service.

The coke or beer I’ll buy in a restaurant is the same in every other bar or restaurant in town.
The only difference is the service around this beer; the ambiance, the décor, the professionalism and friendliness of the staff etc…

If we do not get good service in one particular bar, let’s go elsewhere.

There are choices today. So dear customer, you have the right and today the obligation to sanction poor service delivery in Rwanda.

Concerning the staff, start today their training by offering each of one of them this new handbook on Customer Care. I can assure you that it is resourceful material that will help your people in contact with customers.

The 46 pages book is written in English and Kinyarwanda and is a must read book targeted at all service people.

Equip today your staff with the basic knowledge they need so that they will be able to offer excellent customer care to your customers.

If you want them to take good care of your customers, do take care of them by offering this handbook to all your team members. You will be the beneficiary of this kind gesture.

The author is a customer service consultant working in Rwanda

sandra.idossou@sheiconsulting.com

My Customer Care Experience at the Expo

http://newtimes.co.rw/index.php?issue=13983&article=1909&week=33

CUSTOMER CARE: My ‘Customer Care’ week at the Expo

by Sandra idossou

This week has been quiet an interesting one. I spent very good time at the International Trade Fair at the expo ground at Gikondo. I could feel in the air the excitement of exhibitors.

This excitement was not only due to the promotion of exhibitors’ products but also, I think to a large extent, to the ‘Customer Care’ Competition organized by the Private Sector Federation (PSF).

Every evening, one exhibitor was recognized by customers as being the Best Customer Care agent.

I have also been so much amazed by the ‘Customer Care’ stand that was put in place at the expo ground.

The hostesses at this stand were smartly dressed and did an extraordinary job in attracting visitors in their stand and education people on this important subject.

Visitors were given a brief presentation on what customer care is. This was done with the help of the banners on ‘Customer Care’ that were displayed in the stand.

During the day, they projected interesting films on Customer care; and in the evenings, the films on large screens attracted many visitors.

In fact, this is the first time I have ever seen an expo stand purely on ‘Customer Care’.

One other thing that impressed me was the launching of the Customer Care Handbook by the Private Sector Federation (PSF), sponsored by the Rwanda Development Board (RDB).

This handbook in English and Kinyarwanda is an educational tool that deals with basic knowledge on Customer Care.

The user-friendly 46 pages handbook is targeted at all people with a direct contact with customers.

The 14 chapters written in a simple language with many quotations is meant to be read within a short period.

Readers can even write in their actions plans at the end of each chapter.
The handbook deals with topics such as “Why is the Customer Important to my Business”, “My role as a contact staff”, Welcoming Customers”, “Selling Techniques” etc.

This handbook is really a must read material and all business owners should absolutely buy them for all their staff.

I think we can all agree that lots of effort is being put in creating awareness and sensitizing the public on the need on improving Customer Care.

What of you, what are you doing or what have you done already? What measures have you put in place since this issue has been raised?
President Paul Kagame is today the first advocate of the need of improving customer care in the country.

The last time I heard him talk about this issue was at the Parliament this week when he was presiding the presentation of the 2009/10 Performance Contract.

He reminded local leaders that the biggest challenge facing the country today is poor customer care both in the private and public sectors.

What is your solution to this problem? The time to complain and to sit back is over.

Today is the right time to do something. We can’t just wait for solutions to come from heaven. We are all collectively responsible and need to tackle this issue today.

This implies that both the private and public sector have to create a customer oriented environment by putting in place systems that will help team members improve on their service delivery.

As a business owner or a public servant officer, let your people know that the only reason to remain in business is to have satisfied and loyal customers. There is no other option in today’s economic environment.

Let’s all understand that good customer service doesn’t come by accident. We have to make sure that the basic and cutting edge customer service skills are consistently implemented.

You definitely need to offer basic trainings for your team members. Organize meetings and discussions with them and allow them to tell you also what needs to be done in your organization.

If you need your team members to offer good customer care, you will also have to establish credibility, reliability and responsiveness towards your customers.

When there are challenges in meeting customers’ deadlines, be proactive. Don’t just wait. Take quick measures to show to your customers that you are doing the best you can to meet those challenges.

You also have to become the first person in this change of mentality. Be the example that your staff can follow.

Remember that Management is nothing more than motivating other people. As says Natalie Calvert “Great teams need great leaders - leaders who inspire, motivate and instill pride, loyalty and a sense of fun at work”

Decide today to be the one who motivates your team and who instill this culture of good customer service and you will definitely see the reward on your bottom line.

sandra.idossou@sheiconsulting.com

The author is a customer service expert working in Rwanda

NewTimes Article on the Customer care Handbook

http://newtimes.co.rw/index.php?issue=13981&article=18510

Book Review: First customer care

Iddosou exposes her book “Customer Care”

BY PENINNAH GATHONI

“What is this culture of mediocrity, we keep talking about customer service-we have identified the problem but we don’t do anything about it…,” President Paul Kagame said, according to one of the quotes from this book.

In this essence, we must now embark on focusing our efforts in fighting back customer care culture and the best way we will do this is equipping ourselves in knowledge of the subject.

Customer care trainer, Iddosou, who has 10-years experience in collaboration with Private Sector Federation (PSF), recently launched the first ever Rwandan Handbook on customer care to begin the journey of transforming customer care in the country.

“We know that there is a problem in customer services in the country presently, we need top begin finding solutions for this,” says Iddosou.

The 10-years experience in customer care and marketing in over 19 African countries, Iddosou has tailored the book to fit Rwandan setup by exploring examples within Rwandese context.

“I started writing this book two years ago after realising the great hunger people had to learn more in customer care from my trainings in the country,” Iddosou notes.

The hand book is a timely and simple introduction to customer care and its preliquistites; it is a valuable resource to any organization and individual business owners attempting to improve their customer handling techniques it provides a straightforward review of relevant customer care topics such as communication tips, attitudes, roles of contact persons, telephone etiquette, dealing with complains and so on.

“The handbook is an easy to understand, one day read that has been designed for anyone who comes in contact with customers from private, public sectors to retail shops,” says Iddosou.
The handbook she says will also be useful for vocational schools trainings and in other institutions so as to engage people in challenging their knowledge of the subject.

Iddosou says that the main challenge following the launch is Rwandans poor reading culture.
“The 46 page book is an easy read with interesting pictures all meant to encourage readership, I challenge Rwandans to read the handbook for a positive change in customer care,” says Iddosou.

The book comes at a time when the National steering committee in the process of launching a customer care campaign. Director of Membership events and communication PSF Yvette Mukarwema said “This book will be an educational tool in customer care, and will be used in support of the campaign coming up,”

Yvette implores Rwandans to read the book so that they can understand what is expected of them when handling their customers since many people have remained ignorant of it.

Iddosou notes that the book comes to challenge people to engage in dialogue and to identify avenues present to better customer services in the country.

The handbook comes also as a gift to the companies that will be voted as practising best customer care practice during the ongoing trade fair.

Its retail price stands at RWF 3000 in libraries and bookshops country wide a subsidised price by RDB.

According to Iddosou, the handbook first 5000 print copies are in Kinyarwanda and English 5000 copies each. The edition will be followed by many related ones.

Customer Care Handbook

The Customer Care Handbook written by Sandra IDOSSOU has been launched in Kigali.

The Private Sector Federation (PSF) was the main partner of this handbook that was sponsored by the Rwanda Development Board (RDB). This handbook is in English and Kinyarwanda is an educational tool that deals with basic knowledge on Customer Care.

The user-friendly 46 pages handbook is targeted at all people with a direct contact with customers. The 14 chapters written in a simple language with many quotations is meant to be read within a short period.

Some of the 14 chapters in the handbook are :

1. What is Customer Care?

2. The Prerequisites of Customer Care

3. Why is the Customer Important?

4. Role of Contact staff

5. Welcoming Customers

This handbook is really a must read material and all business owners should absolutely buy them for all their staff.

How to have a succesful expo

http://newtimes.co.rw/index.php?issue=13979&article=18424

OPINION:An expert’s call to having a successful Expo

With the ongoing Rwanda International Trade Fair at Gikongo, there are over 419 exhibitors from different sectors and countries all trying to sell their products.

Some have been lucky to go through the Customer Care training organized by the Private Sector Federation (PSF) to help them boost their customer care attitudes. Unfortunately, there are also many staff there without any basic training on what is expected of them.

When I went there on Thursday I passed in front of this stand where the lady who was just reading. She didn’t care about the number of people passing in front of her stand. She was not attracting people to enter her stand. And no one was entering her stand either.
I’m sure customers had the impression that they might be disturbing her, so they just decided to “leave” her do her reading.

If you are a business owner who has just put “any” person at your stand there, please take time to share this article with them. If your people at this expo offer good customer care, it will cost you about 80 percent less to secure a new customer than to make sales calls or attract new customers to your usual business.

Here are 7 criteria to have a successful expo and boost your sales.

1. Make your stand accessible and attractive
Please avoid plenty things at the entrance of your stand. Le your stand be appealing. Put effort in the decoration. Make sure your product stands out as a one-of-a-kind item. Don’t make customers jump over the products before entering.

2. Create a very good first contact
This means that you are standing at the entrance to attract people into entering your stand. Greet automatically all the visitors who walk by.
Products, no matter how great they are, don’t sell themselves. You must generate the excitement that gets people to buy. Know the styles and tactics to attract a crowd into your stand.

3.Welcome all visitors
“Good afternoon Sir”, “Hello Madam”, “Karibu client” must be said to all visitors. Let your staff show some eagerness when the customer walks in.
Of course, the greetings will be with a big smile. There is no way people will not be sensible to your smile. Your smile will show that you are happy to see the customer.

4. Know all the products you are selling
If you are a business owner at this expo, I will kindly request you to spend some time with your staff to explain the products to them. Let them know where they come from, how they work, what are the advantages.

Make sure your product stands out as a one-of-a-kind item. People won’t purchase a product if it’s readily available in other locations. Let your staff know the qualities of your products.

5. Learn to convince your customers
A sales person should be able to convince customers that his/her products are the best for them. Convincing means creating impulse sales based on a demonstration or a person trying out a product.

People are more convinced. Make visitors participate in a demonstration or interact with you during your presentation. That involvement will dramatically increase sales.

6. Avoid non professional attitudes
Have your stand look active at all times, but make sure people don’t pass your stand because no one is available to talk to them.

A successful stand needs a dynamic and cheerful staff. Avoid reading, chewing gum, discussing your private matters on the mobile phone in front of the customer; chatting with your friends while the customer is there.

Well, note that you have just few minutes with each customer. Let them leave your stand with a positive image of you and your business.

7. Thank every customer whether he buys or not
Expos are meant to create awareness of your company. Aim for the “after” expo as well. Give your contacts, flyers or brochures so that customers can visit your business even at the end of the expo.

This Trade show is a forum to display and demonstrate your products to potential buyers. Out of the 10,000 visitors expected everyday, make sure that at least 10 percent enter into your stand.

Make the calculation yourself. Everything lies in your hands as your own success depends largely on how well you will show customer care to all the visitors.

sandra.idossou@sheiconsulting.comThe writer is a customer service expert working in Rwanda.

You are the Image of your Company

http://newtimes.co.rw/index.php?issue=13976&article=1877&week=32

CUSTOMER CARE: by Sandra idossou:Your are the image of your company

I met Emmanuel last time at this bank and complained about the fact that I was not receiving my bank statements. Just like the staff, I had in the past complained to, Emmanuel told me that he will personally take care of this issue. Of course I didn’t believe him.

My surprise came in when in the evening; he called me to inform me that he will continue the next day to solve my issue. I was very impressed by his call and quiet amazed to receive the next day all my bank statements via my e-mail.

Service staff have an important role as they represent the image of their company. When a customer deals with a staff, he is dealing with the whole institution.

Often service people are the “company” in the eyes of the customer.
Every company needs a good image and reputation that can only be achieved through the professionalism of its staff; both contact and supporting staff.

Front line people need to understand that they bear the entire image of their company on their shoulders.

They should be empowered in becoming more effective in assisting clients.
Here are some few tips to help you give a good image of your company to your customers.

1. Leave your problems at home before coming to work.

Customer service is all about delivering exquisite service to customers while they are at our shops. If service people come to work with their personal issues, they will not be able to play the role they are supposed to play.

Everyone goes through personal issues of some sort and it can be difficult to concentrate on one’s job. For this reason, it is essential to keep personal problems to at the entrance of the company.
When you are at work, focus only on that work. Separate your personal matters to your work. Do not allow them to jeopardize your position in the work place.

2. Do what you say you will do.

Even though your personal promises are from you to the customer, the results reflect on the entire company.
Customers know that if they can trust a company’s representative (Emmanuel for instance in my experience), then they can trust the whole company (Ecobank).

Know and respect the promises that are written on your company brochures, websites and other advertising tools. If your company advertises that you are a 4 star hotel, you need to be able to portray that in the way you handle the customer.

Be honest with your customers. Let your word be a commitment. Avoid making empty assurances and unrealistic promises no matter how small they are.
There is a Hebrew proverb that says that “Promise little and do much” and Denis Waitley also says that “Losers make promises they often break. Winners make commitments they always keep”.

3. Show concern to your Customers.

Clients just want immediate answers or at least helpful information when they want it. Contact staffs actions, attitudes, communication skills; behaviors should really “sell” the company’s image to customers. Their approaches should show concern.

They should show empathy because it is an important component of Customer Service.
When they show concern about what matters to customers, they will then be able to offer the exact services that will satisfy them and make them become loyal to their businesses.

As a frontline staff, remember that you have an important role as an ambassador of your company. The good image and reputation of your company lies in your hands. When you are talking to a customer, note that you are talking on behalf of all your colleagues. So be responsible.

“As far as customers are concerned you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back – perhaps even to make or break the company.”

The writer is a customer service consultant working in Rwanda.

sandra.idossou@sheiconulting.com

Sonarwa Trains on Customer Service

24 head of departments and supervisors participated in a One-day Training Course organized by the new acting Managing Director of the company Mr Segun Durojaiye.

This training was held at the Laico Hotel Umubano Kigali on Wednesday July 29th.

The Training was interesting and it was aimed at providing solutions of the poor customer service that is offered to customers.

Participants worked on the mystery shopping reports and worked on action plans in order to improve the image of Sonarwa.

The two main areas that were dealt with were:

1. Attitudes

2. Welcoming

Participants at a group session