Dealing with Rude Customers

http://newtimes.co.rw/index.php?issue=14033&article=2087&week=40

CUSTOMER CARE: Dealing with rude customers

By Sandra idossou

Is the customer always right? Is he/she a king/queen and the service person a slave? Should the service person accept everything the customer says and does?

The reason why I want us to meditate upon the above questions is that I witnessed a scene as my friends and I were waiting for the gates to open at a jazz concert some weeks ago.

Just like many other customers, we were so much excited about the show and went there before the written time on the tickets.

As we were waiting patiently at the gate, a woman came from nowhere and passed in front of the queue. She insisted so much in getting inside this restaurant but thank God for service people like Hakeem who in spite of the rudeness of this customer; remained calm, smiling but firm.

I really do not want to believe that this woman behaved the way she did because she was a “muzungu” as this is unfortunately behaviors we often see in all social classes everywhere in the world.

Well, to cut the story short, this was a real embarrassment as this woman used negative and aggressive words towards the service person.

The other customers waiting felt so bad for Hakeem who remained professional.

Dealing with customers is such a tedious job that we have to recognize the efforts that service people put up in handling us. As customers, we are sometimes mean, unmannered, disrespectful, belligerent, nasty and impolite to service people.

It is not because we talk of customer service that we have to abuse the people who serve us. They are human beings with feelings and emotions.

They are not inferior to us. They are just doing their job and just like you and me, these service people have the right to civility and respect from customers.

You cannot pour all your anger on the service people you meet because you have a bad day or simply because you have your personal problems at home or at the office.

I heard of a story last time whereby the customer, after finishing his meal in a restaurant, told the waitress that he had left the bones for her.

How can you ever think of saying such insanity, such an insult towards someone who has just taken care of your stomach?

As a customer, if you treat service people with care, they will also show you the same care. I really want to say here that customers are not exempted from good manners.

Your good manners as a customer will attract good manners from service people. Your respect, friendliness and sympathy towards service people will generate the same towards you.

Anyone who works in customer service knows how difficult it is to be nice to rude people. But professional service people are those who do not yield to the temptation of returning rudeness to customers.

If you are in the service industry, rather than responding rudely and possibly losing your job, here are three quick tips that can help you cope with rude customers.

Stay calm

Remain professional and do not fall on the trap of unmannered customers as they just want to bring you to misbehave just like them.

Do not spoil your day because of such miserable people who do not know how to behave. Just remain calm, focused and well behaved.

Once the customer leaves, brush off the incident and continue serving your other customers. Remember the many nice and appreciative customers you have served.

The rude ones represent only 5 percent of your usual customers.

Do not take it personally

You can do this by politely ignoring these rude customers. This technique is hard, but effective. At times, a customer will rant and rave over an issue that doesn’t need to be.

Rather than getting mad or responding rudely, do not allow your heart to be affected by their rude words. Take a few moments to calm down. Learn breathing techniques and other exercises to help you relax

Pity them

Anyone who expresses rudeness for no apparent reason, especially towards someone who is trying to assist them, is likely an unhappy person.

Remember that they had their own problem before coming there. Their bad day should not affect your mood and your day.

Let’s all try to remember that customer service is a two way thing. Much as we want service people to treat us well, let’s make an effort in showing them respect and we will surely benefit from good services from these great and courageous people.

The author is a customer service consultant working in Rwanda.

sandra.idossou@sheiconsulting.comhttp://www.sheiconsulting.com/

Preparing to Welcome more Investors in Rwanda

http://newtimes.co.rw/index.php?issue=14025&article=2066&week=39

Monday, 21st September 2009


CUSTOMER CARE: Preparing to welcome more investors in Rwanda

By Sandra idossou

Last week was a very joyful and soul lifting time for many Rwandans and people living in Rwanda as we heard about the World Bank Doing Business Report.

We are proud of the big jump Rwanda made and this calls for celebration not only here but throughout Africa.

This is a true sign that the efforts of the government and people of Rwanda is paying off.

As an African, this shows me that with good leadership in our countries, doubled with the hard work and determination of its people, we can do a lot.

But then, what this ranking actually means to the ordinary people like you and me is that, the whole world will see Rwanda differently. It shows a conducive and favorable business environment for investment.

Investments mean more businesses, job creation, more opportunities; simply put the growth of our economy. But as many tourists and investors decide to come here, we need to prepare ourselves to receive them.

Just like when we prepare our homes to receive visitors by cleaning our houses, backyards, kitchen, washrooms etc., we also need to get ourselves ready through our skills, attitudes and processes.

I would like to draw your attention to the following areas that need to be given consideration while awaiting more visitors here.

Airport

This is the first contact every visitor will have of the country. We need to make sure that our airport respects international security and quality standards.

For instance, the last time I was traveling out of the country, I was asked to take off my shoes to go through the screening security checkpoint leading to the boarding room upstairs.

But unfortunately, there was no mat under that screening machine. It meant that I had to walk bare footed and probably attract many infections and bacteria.

This is an international airport and things have to be done properly. In other western countries, there are specific socks available for passengers who have to take off their shoes to go through the security check point.

I will also like here to suggest to the authorities of the airport to kindly avail the immigration forms and now the health forms with the airlines so that passengers could fill them in the plane before landing.

After long hour’s flights, no one wants to waste more time in filling two different forms.

Hotels and Restaurants

Today there are many hotels opening up and this is a good thing we appreciate. But then, do these hotels respect the norms and standards expected of classified hotels?
Owners of these hotels should not just put “anyone” there to fill the gaps.
Hospitality is a real business that needs professional people just like any other business.

The National Press
Every visitor, upon arriving wants to have a feeling of the social, economic and political environment of the country through the local media. Our national press needs to be of good quality.

I acknowledge the effort the National Television is making but really, there is still a lot to be done to reach the minimum standards of at least the television stations in the region.

What amazes me is that none of my Rwandan friends watch the RTV and they do not understand why I do so because there are just two or three programmes in English or French.

I will therefore appeal to the authorities to support them more so that they can make this television more attractive not only to Rwandans but also to foreigners coming and living here.

Ministries and Government Institutions

Almost every investor will deal with a government institution when he/she arrives here.

It‘s often said that public servants are the worst in customer service but I want to believe that there are exceptional and professional people even at the public institutions.

Effective customer service trainings and Basic English courses should be offered to all public servants.And before I forget, let’s make sure that our offices are clean.

I have often seen many “cheap” artificial flowers, most at times, full of dust in many ministries and government institutions.

Could someone look into this? Government institutions are the mirror of this country and they should promote horticulture by having fresh and beautiful flowers available here.

I’m sure if we all pay attention to these details, visitors to Rwanda will definitely be even more impressed by this country.

The author is a customer service expert working in Rwanda.

sandra.idossou@sheiconsulting.com

MAJOR CUSTOMER CARE CAMPAIGN IN PIPELINE

http://newtimes.co.rw/index.php?issue=14024&article=4924

Sunday, 20th September 2009

Major customer care campaign in pipeline

RDB Deputy CEO, Clare Akamanzi

BY TONY BARIGYE

The much anticipated national customer care campaign strategy though delayed is still in the pipeline.

This was revealed by Clare Akamanzi, the deputy CEO of Rwanda Development Board [RDB] service and operations.

“The pre-customer care campaign was supposed to run from April to September but we are extending it until we get a firm to carry out the campaign,” she said.

She disclosed that previously, Rwanda Public Procurement Authority [RPPA] responsible for finding a suitable firm failed to find one in the first attempt and had to re-advertise.“We didn’t get qualified personnel and we are repeating the process,” she said.

She said that the pre- customer care campaign would continue until a qualified company to implement the major customer care strategy was identified.

Amin Gafaranga , the coordinator of the customer care campaign in RDB said that the pre-customer care campaign is ongoing.

“We have finished part one. The most recent activities were done during the 2009 Expo where 200 exhibitors were trained on customer care.

The first customer care handbook was launched in Kinyarwanda and English. There has also been a sensitizing campaign and a road show,” he said.

Akamanzi said the pre-campaign has so far been carried out in various parts of the country.

“We have reached the police, southern and Northern provinces but we are yet to reach the East and West. We also hope to do a campaign in universities across the nation.”

At the start of this year, a 9-member steering committee was unveiled with the six months pre-campaign followed by a two-year major customer care campaign.

The latter, was immediately followed by an On The Frontier survey that disclosed that the state of customer care in Rwanda was the poorest among all East African states.

Akamanzi said that the pre campaign had yielded results because people were beginning to respond positively.

“We are having impact on the multitudes because close to 10 companies have come to us saying that they want to include customer care training in their programmes,” she said.

Customer Service, a challenge throughout Africa

http://newtimes.co.rw/index.php?issue=14018&article=2046&week=38

Monday, 14th September 2009

CUSTOMER CARE: Customer service, a real challenge throughout Africa

By Sandra idossou

Recently I was in three African countries and realized at what point many companies were striving very hard to be the best they could.

It seems like everyone is just looking for ways of getting the attention of their customers.

I don’t know if this is due to the global economic crisis that has somehow affected Africa but I had the impression that many businesses throughout the continent were grappling with customer services management.

Many are facing immense challenges in revenue generation and fighting over the mediocrity of service offered.

In one of the countries, I found a telephone company offering some free airtime for seven good months to their customers upon buying a Sim-card.

There were actually six different telephone companies in this country so you can imagine that it is a real favor the customer does to them when he/she chooses one network out of the numerous existing companies.

In one bank, customers were offered free snacks and soft drinks while they were waiting (I really can’t tell if they do that every day or if this was only on certain days as I was there on a Friday afternoon)

In another country, the lady at the counter simply came out from her counter to see me off when I was leaving her. She talked to me as if I was her friend. She touched my emotions through the way she made me feel.

When we talk of customer service in Rwanda, we all need to understand that it is a real challenge not only here but throughout the continent.

Customer service is neither a choice nor an alternative but rather an urgent necessity.

All over Africa, service providing companies are determined and working towards ways of keeping their customers and growing their market share.

Here in Rwanda, this should not be different. As part of the East African Community where I muss confess that people are very aggressive in their way of doing business, people of Rwanda need to wake up and roll back their sleeves. Rwandans needs to become more professional through their skills and attitudes while dealing with customers.

Of course, there are so many positive things happening here and we are all very proud of the development taking place in this country.

But hey, people of Rwanda, let’s be frank to one another. Good customer service in many areas is still lacking behind.

Since the time the people and government of Rwanda started complaining about service delivery, if you have not taking any corrective measure yet, then you should be ashamed of yourself. You are definitely part of the problem.

If you are a business owner waiting for the miracle of good service to come down from heaven just like that in a twinkle of an eye, then you are completely day dreaming.
If you have not yet trained your staff on their attitudes and skills, then you don’t value neither your business nor the development of Rwanda.

Today the private and public sector, retail and corporate company, small and big organizations, need to do something urgently. We all need to use customer service tools to ensure our customers satisfaction, their retention and ultimately our financial growth.

This implies that we mobilize each and every member of our team to deal with the countless challenges of good customer service; and this on a daily basis.

We need to make our people understand that offering good customer service will make our businesses gain the competitive advantage that will allow us to “retain” our current clients and “attract” many more customers.

We also need to avoid too much of bureaucracy in order to ensure that administrative challenges form part of your operations and does not become the core function.

Let’s also try to communicating clearly and concisely to our employees the knowledge of the products we are selling in order to avoid confusion and miscommunication with customers. Let’s equip our people as someone once said “The quality of our work depends on the quality of our people.

We should all keep in mind that we are the first beneficiaries of good customer service; so let’s not waste time.

William H. Davidow says that “The longer you wait, the harder it is to produce outstanding customer service.”

So today is the right day to put something in place in your business for your own benefit and for the growth of Rwanda.

The author is a customer service expert working in Rwanda.

sandra.idossou@sheiconsulting.com

Congratulatation to the Rwanda Revenue Authority

Letter published in the Newtimes edition of September 11th 2009

Bravo to the Rwandan Revenue Authority (RRA)

By Sandra Idossou


Since I have registered my company here in Rwanda; it has always been a nightmare going every month to declare taxes at the Rwanda Revenue Authority. This is due to the long queues that I have to go through at all the 3 stages of the declaration process.

Last month for instance, I spent 40 minutes just to have the printed form; then 50 more to have it processed and then 30minutes again at the bank. In all more than 2 hours wasted even though I have always strived to do my declarations the first week of every month.

But today’s service was like a miracle and I have been so much impressed.

With the new online services that RRA is offering now, one can easily print out the form before going there. This morning, I spent only 12mn at the RRA office in Kimihura. They have also opened offices in other places in town and we don’t all have to go to Kimihura for these declarations.

I really want to congratulate RRA for this huge improvement and for taking our complaints seriously. I just hope many other institutions will take example on them and improve on their services.

As we all talk of customer service these days; let’s learn to appreciate the people and companies that are doing well. So RRA; keep it up and much grease to your elbow

Sandra IDOSSOU
Managing Partner
SHEI & ENZ Consulting
sandra.idossou@sheiconsulting.com

Road Show on Customer Care

This roadshow was organized by the Private Sector Federation in Rwanda to promote good customer care in the service industry.

This was also a moment to promote the Customer Care Handbook. The banners are excerpts from the bank book;

The roadshow attracted many people in market areas; there were discussions on how to attract customers in buying one's products.

This was at the kimironko market

There were many local musicians present at the show

Why is Customer Feedback so important (part 3)

http://newtimes.co.rw/index.php?issue=14011&article=2024&week=37

Monday, 7th September 2009

CUSTOMER CARE: Why is your Customer’s Feedback so Important?

By Sandra idossou

Is customer service a department in your company? Is customer feedback something you have just heard about? In today’s economical environment, customer feedback is indeed important and should be alive and working in all progressive companies, large and small, private or public.

When we talk about customer service, it should not simply be a term or a department, but rather an attitude and a manner of doing business. Customer feedback boils down to caring for your customers.

For the past three weeks now, we have been dealing with the importance of customer feedback. We have been dealing with the different tools available for all business owners in getting feedback from their customers.

Two weeks ago, we talked about the suggestion box and feedback forms.

In last week’s article, we gave the advantages of using Customer Satisfaction Forms and doing frequent customer surveys. I hope you have at least one of those tools already existing in your business.

This week, I would like to share with you three other tools of getting your customer’s feedback.

Mystery shopping

This is an innovative way of getting customers’ real perception of service. When you decide to mystery shop your business, it means that you are ready to have the customer tell you exactly how they perceive the products and services you are offering.

We, at Shei and Consulting, for instance, propose trained individuals who come to your business as potential and real customers to experience and measure the processes of service delivery.

Mystery shoppers are able to fit your real customer’s profile. They are able to put themselves in the customers’ shoes to see the services that are offered to them.

After their visit, mystery shoppers are able to send you a detailed and objective report right from their perception of the cleanliness of your environment down to the professionalism of the staff they talk to.

As the real objective of this tool is to help you see the exact areas that need improvement, mystery shopping is an excellent way of helping your people see through a mirror what their customers see.

Customer complaints analysis

We can all agree without doubt that today businesses that really listen to their customers have the edge over their competitors.

Every complaint offers you an opportunity to gain insight into the customer, their perceptions and their needs. You should therefore be happy to receive your customers’ complaints. It is a favour they do to you when they tell their complaints.

Your employees have an important role in this complaint analysis. Your staff hear more of your customers’ complaints. Your front line staff see, hear and observe more than a survey online will ever tell.

Put in place a customer complaint book and let your staff fill it and record customer complaints anytime.

And on a regular basis, take time to go over those complaints. You might be surprised to see that the most frequent complaints are probably the ones you can easily correct.

Focus Group or Customer Forum

This is when you get a group of customers together for a discussion about your products and services.

This is most common with a new product launch but can also be used for feedback on existing products or services as well.
This form of feedback works best when you want your customers to become the center of your business.

Acting on the feedback and implementing reasonable changes based on customer feedback is a sure way to win over your customers and increase the success of your business.

To have an effective customer service in your organization, customer feedback plays an important role and you need to put in place a philosophy whereby many of the seven feedback tools we have dealt with are implemented.

From top management down to the cleaner, everyone should be committed because customer service is an attitude and atmosphere that should prevail throughout your organization.

Your customers are ultimately the ones responsible for your paycheck. Feedback is an excellent way of listening to your customers’ needs and desires.

It helps you tailor your product and service to better meet their demands. And this will ultimately lead to greater success.

The author is a customer service expert working in Rwanda sandra.idossou@sheiconsulting.com

Why is Customer Feedback so Important (part1)

http://www.newtimes.co.rw/index.php?issue=14001&article=1973&week=35


CUSTOMER CARE: Why is your Customer’s Feedback so Important?

by Sandra idossou

In Butare last week, there was a customer forum held by one of the banks of the country. This forum that was organized in one a attractive environment was attended by many of the bank’s customers.

The main objective of this customer forum was to have a real face to face contact with all customers of this bank.

Customers were quiet impressive of being invited to come and share their opinions on the services the bank offers them. And the good thing about this forum is that all customers were invited to matter how “small” they were.

It was an opportunity to express their satisfactions but also the areas that needed to be improved upon.

Many business owners spend lots of money in promoting themselves through advertising when there is an inexpensive tool at their disposal that is being very often underutilized, or unknown to them. And guess what that tool is? Customer feedback.

Customers’ feedback is an important element in maintaining good relationships with one’s customers.

If you have a shop and have never carried out a survey on customers’ feedback, do not be surprised to see that your customers have just decided to shop elsewhere.
Sometimes; it is not because your customers are still patronizing your shop that they are necessary happy with your services. It might simply be that they are waiting for a better opportunity to leave your business.

Have you ever had customers who seemed happy with your services but suddenly stopped doing business with you? Did you ever wonder why? Was the quality of your products or services their reasons for leaving?

Customers’ feedback is essential to all service providers because it helps to know the exact way your customers feel about your products and services.

This is simply because the way you as the business owner sees or fees about your products and services is not always the same as what your customers really think, experience, feel about them.

Bill Gates says that “You need to know about customer feedback that says things should be better.”

Here below are different feed back techniques that can be used to help you evaluate your customers’ perception of your business.

1. Suggestion Box

This is one of the most common ways of getting feedback. It is a simple box that is normally in your shop where your customers can just leave a comment or suggestion for you.
This quality measurement tool has limitations because most customers will leave a comment only when they are very angry.
And also sometimes; in front of your staff, the discreet customers will feel bad to leave a negative comment. In short, you do not really have a good picture of how your customers feel about your business.

2. Feedback Form

This source of quality measurement can be used once in a while; either every quarter or twice a year to have your customers’ feedback.
Recently; I have seen for instance these feedback forms on the tables of the Bourbon Coffee in town.

The feedback form helps you to ask your customers questions that could reflect both positively and negatively on your products and services. You should always include an open-ended question at the end, asking your customers if they have any additional comments or suggestions to make.

This will surely give your customers a chance to voice any displeasure or come forward with truly constructive suggestions that could help your business.

In today’s modern way of doing business, you can use your website to have your customers leave you their feedback.

If you have a website, simply include a note on stating that you welcome any comments or feedback, along with an email address where they can send it.

This way of getting feedback has lots of advantages because the customer can just send you via his email his comments without anyone seeing what he has written apart from you, the business owner.

I know that certain international hotels have even gone beyond this feedback forms. They simply ask theirs customer to leave an email address and the hotel later on contact them to have a written feedback on their stay.

You definitely need today to use one of the tools of getting your customer’s feedback as this is surely one of the best ways of knowing beyond a doubt that your company is meeting your customer needs.

You may think you are doing a good job and not realize that you are probably off target until your profits have dropped and you have lost market share to a competitor who is probably more in tune with what your customers want than you are.

Remember today that “Feedback is the breakfast of champions” as says Ken Blanchard. To be continued next week

The author is a customer service consultant working in Rwanda.

sandra.idossou@sheiconsulting.com

Why is your Customer Feedback so Impotant (part2)

http://www.newtimes.co.rw/index.php?issue=14007&article=2000&week=36

CUSTOMER CARE: Why is your Customer’s Feedback so Important?

by Sandra idossou

Since I started writing these Monday articles on Customer Care, I am continually amazed at the number of readers who contact me; either to give me their comments or simply make suggestions.

Many of the topics I write on are actually from the feedback I get from the readers. I have come to really appreciate them as these feedbacks are very valuable for my writing.

Regardless of the type of business you are in, getting input from your customers or people you deal with is critical to your success.

Whether you are in a big organization or in a small retail shop, or even in a liberal job, you definitely need the feedback from your customers.

No matter how successful you as an individual or as a business owner are, you will never cease to better your services by learning from your customers.

This is one of the first steps to successful improvement of customer service.

In last week article, we talked about the different tools that could be used by business owners to have their customers feed back frequently.

There are different tools available and the two tools we talked about were the Suggestion Box and Feedback Forms.

Today, I would like to share with you some of the other tools that you can use to evaluate the perception of your customers on your services and products.

Customer Satisfaction Forms

This is a form you use to ask your customers to rate your services on a scale for instance of 1 to 10. Once you have asked your customers their areas of satisfaction and dissatisfaction, you definitely need to take actions.

And on the areas of satisfaction, let your people know them so that they can maintain them and be proud of them.

On the other hand, on the areas that need to be improved upon, bring in all your staff on board to find solutions.

These satisfaction forms are supposed to help you improve your business. Let your customers see that they did not waste their time filling those forms.

Let them see the improvement of your products and services.
If you want to be very professional, send a response to every person who has given you his or her feedback, acknowledging their views.

Your customers are not forced to give you their feedback so learn to acknowledge their time and availability in telling you things that will make your business go forward.

And remember that your customers are the only reason why you are in business, so satisfying them will ultimately make your business more profitable.

Customer Survey

The customer survey is a tool that helps you evaluate the level of customer perception.
This customer survey can be done once in a while; and if necessary, associate your staff to this survey.

Making your staff be part of this survey will allow them hear for themselves what your customer say about them.

Remember that 68% of customers leave a business because of the poor attitudes of staff.
This means that 68% of the solution will come from them. So involve them in the process.
The last time we organized such a survey with the staff in direct contact with customers of our clients here in Kigali, the staff was shocked to hear certain things coming directly from their customers.

They confessed that they had always thought those complaints were coming from their bosses.
This exercise was really an eye opener for most of all the staff that took part in this survey.
The worst thing to do is to ask for feedback from your customers and not do anything about them.

You can be sure that the customer won’t waste his or her time next time you need his feedback.

Do take Action. Share your findings with all your staff. Correct your processes.

Remember that a delayed feedback loses its value. “It’s the knowledge derived from information that gives you the competitive edge.” Says Bill Gates’
So please use your customers feedback to improve on your services.

To be continued next week

The author is a customer service consultant working in Rwanda

sandra.idossou@sheiconsulting.com