Should we blame Management for Poor Customer

http://www.newtimes.co.rw/index.php?issue=14117&article=2453&week=52

Tuesday, 22nd December 2009 E-mail article Print article

CUSTOMER CARE: Should we blame Management for Poor Service?

By Sandra idossou

After each training session, I often spend a lot of time analyzing participants’ evaluation forms as this helps me improve on future trainings. Last month, I read this from a participant:

“This is the best training I have ever attended and I wish my managers and all our supervisors could also go through what we’ve just learnt. I now understand the importance and benefits of customer care for myself and for my company.

But for a real impact on our services, I would kindly request that our managers and supervisors attend the same course because Customer Service should start by them first then cascaded down to every person working in our company.

If our managers and supervisors portray the good example of customer care, I’m sure many employees will do the same”

This is a regular comment from participants. The first message I see here is the need for every staff to understand the importance of good customer care.

Customer care is not a department but rather the daily attitudes of each staff and everyone needs to be involved.
The second message is that customer service has to start from the bottom down to the most inferior person in the organization.

Managers and business owners need to portray good attitudes themselves to be an example for their team members.

Unfortunately in many organizations, there is often a huge gap between what management says and what they actually do. Many managers forget that the most important person in their organization is the customer.

A participant gave an example whereby when the manager calls, she has to run and see him even if she has customers in front of her. Apparently, the manager can’t be put on hold.

Even though I do not want to believe this entirely, this type of managerial behaviors calls for reflection because poor service is sometimes the fault of management.

Management is responsible for instilling a customer service culture

The basic problem in most companies is that people are not made the center of the organizations. Many business owners spend huge amount of money on equipment and systems but nothing much on their staff.

Steve Jobs, the co-founder and Chief Executive Officer of Apples Inc says that “The people who are doing the work are the moving force behind the Macintosh. My job is to create a space for them, to clear out the rest of the organization and keep it at bay”

As a manager, you need to bring every one on board in terms on quality and customer service. You need to create a positive working environment that promotes good customer service attitudes.

Management should be the first to portray good Customer Care attitudes

John C. Maxwell says that “A leader is one who knows the way, goes the way, and shows the way.”

Do you show the good example to your staff? Are they able to see through your daily attitudes how customers should be treated? Are your behaviors the ones you want your team members to portray to customers? Can your people learn from you? Do you do what you preach?

Harold S. Genen says that “Leadership is practiced not so much in words as in attitude and in actions” Let your actions speak for you.

Management should treat staff with Care

As a manager, always remember that your people are your greatest assets. So invest in them. Relate with them positively. Be close to them. Show them empathy. If your staff is being well taken care of, they will definitely do the same towards your customers.

“Pay your people the least possible and you’ll get from them the same.” Malcolm S. Forbes. If you invest in your staff peanuts, your customers will reap the same.

Treat your people with respect and dignity. “You can’t expect your employees to exceed the expectations of your customers if you don’t exceed the employees’ expectations of management says also Howard Schultz, Chairman and CEO of Starbucks.

As a manager, learn to listen also to your junior staff. They are in permanent contact with customers and have more accurate feedback from them.

Once in a while, just spend some time with them without any formal meeting and you will be surprised to hear amazing things on your business.

Management should also take sanctions

A good manager is also the one who knows when and how to take sanctions when things go wrong. If you accept mediocrity from your team members because you want them to like you, you are surely to be blamed for poor customer service in your organization. Be responsible and let your staff understand that you will not tolerate poor customer service.

A good management is nothing more than motivating ordinary people in doing extraordinary things.

Be a motivation to your team members and together, you can achieve good customer service for your own benefit and for the satisfaction of your customers.

The author is a customer service consultant working in Rwanda

www.sheiconsulting.com

sandra.idossou@sheiconsulting.com

CHANGE YOUR ATTITUDE

CUSTOMER CARE: Change your attitude today

By Sandra idossou

Dr Maya Angelou, a remarkable renaissance woman and a great voice of contemporary literature, said in one of her legendary wisdom speeches that, “If you don not like something, change it. If you can’t change it, change your attitude. Don’t complain.”

What are some of your attitudes you need to change today in terms of customer service? Do you know that some of those attitudes actually speak bad about you, your company and even Rwanda?

When I went to this big government office one morning to drop a document, I had to wait for one and half hours before the chap came back from lunch. He came in smelling of food, picking up on his teeth, rubbing his stomach as if he had just returned from a big feast.

In another company I visited, the lady promised to get back to me on a certain issue and I had to wait for three days until I decided to call back myself. When I challenged her on her inability to keep her promise, she simply asked me why I was making a fuss about this.

Some other time, I had an appointment with a man who was late for 40 minutes. When he came, he just sat there without uttering a word of apology as if the 40 minutes of lateness was not worth an apology.

His attitude made me feel like I should rather thank God that he turned up.

Are these attitudes like the ones you sometimes portray to people you deal with? Breckler and Wiggins define attitudes as “mental and neural representations, organised through experience, exerting a directive or dynamic influence on behaviour.”

Positive attitude can be defined as a helpful state of mind or a feeling regarding a situation or fact. It is how we perceive events, experiences and things in our lives. It is also how we see mentally certain issues in our daily lives.

Let’s be frank with one another and look through our inner mind and soul and I’m sure we can pinpoint some of those negative attitudes we need to change.

This is because customer service is all about attitudes. It doesn’t matter how educated you are, or how many books you have read, or even what is your level in the society. If you do not have the right attitude, you will never have outstanding relationships.

There is an extensive list of negative attitudes we need to change and the following five are the most crucial and urgent ones we need to adopt today:

Respect Time

How much time your lunch break takes? Do you sometimes put yourself in the shoes of people who are waiting for you while you are dragging your feet and chatting on your way back with your colleagues?

And please, when you are out of the office, do put an information note on your desk so that your customers know what time you will be back. Aim at respecting time today.

Respect your commitments

The last time you promise to call back the customer, did you do that at the promised time?
What is your attitude toward the commitments you make? Let’s adopt positive attitudes today by respecting each promise we make; no matter how unimportant they might seem.
Doug Smith says “It starts with respect. If you respect the customer as a human being, and truly honour their right to be treated fairly and honestly, everything else is much easier”.

Be fast and more energetic.

Please people of Rwanda; let’s learn to be efficient and speedy; not dragging the feet; not wasting time on unnecessary issues. I find it especially sickening when I see how sometimes people walk and take their whole time in doing certain things.

Pay attention to cleanliness and neatness.

If for instance, you look shabby at your workplace or if your desk looks dirty or unorganized, this unfortunately tells the customer that you do not care that much about yourself, your office or about the customer.

This negative non verbal attitude, gives your customers a legitimate reason for believing that the service you are providing shows the same lack of concern and this unfortunately sends a poor signal to them.

Let’s recognize that customer service is not easy and it requires utmost skill, tact, diplomacy and positive attitude in order to succeed in dealing with customers.Changing people’s behavior is a hard work because every change has to be a personal decision.

David Ambrose says that “If you have the will to win, you have achieved half your success; if you don’t; you have achieved half your failure”.

Decide today to adopt positive attitudes and you will be able to strengthen your attitude and create a winning situation for the client and your organization.

William James, a psychologist says that “the greatest discovery of my generation is that human beings can alter their lives by altering their attitude of mind”.Our little daily attitudes have a long way impact on the image of this country.

The author is a customer service consultant working in Rwanda

sandra.idossou@sheiconsulting.com

www.sheiconsulting.com

The Hospitality Queens of Gisenyi

http://www.newtimes.co.rw/index.php?issue=140102&article=2367&week=50

Monday, 7th December 2009

CUSTOMER CARE: The hospitality queens of Gisenyi

By Sandra idossou

With the visit of family members two weeks ago, we decided to try the small hotels on the shores of Lake Kivu in Gisenyi. For this family reunion, Gisenyi was the perfect destination because of its beauty and tranquility.

What an unforgettable experience this stay turned out to be! We experienced exceptional customer service at the Paradis Malahide Hotel. We therefore cancelled the rest of our program in touring that region to prolong our stay in this “paradise”.

We also discovered two other magnificent hotels located in the same village as Paradis Malahide. This area of Gisenyi called Rubona is best suited to those who want to get away and enjoy the quiet atmosphere by the lake. Even though it is a bit difficult to get there, it’s worth the journey.

I was extremely happy and proud to hear that these three beautiful hotels were managed by exceptional women struggling each day to maintain quality of their products and services.

As we talk a lot these days about customer service in Rwanda, seeing the level of service in these three resorts far from Kigali was a real motivation for the trainer I am.

I wish to dedicate this article to these brave woman I describe as “the Hospitality Queens of Gisenyi”. As a woman myself with a hospitality background, I know how difficult it is to maintain the standards of such places.

I really wish many will recognize the efforts of these women and their team members in lifting up high service delivery in Rwanda.

Paradis Malahide
This hotel is owned and managed by Odette, a very dynamic and friendly woman who has worked hard to build up this little hidden piece of Paradise. All the materials used to build the hotel are local. Even the plates and service utensils are made in wood by local artisans.

Out of the six Gisenyi hotels rated on Trip Advisor Paradis Malahide comes out as the First in 2009.

On February 24, 2009 for instance, UBetty from Belfast, United Kingdom wrote this on trip advisor:

“I don’t often feel motivated to write hotel reviews but after staying at Paradis Malahide, I felt that I really had to, such was the wonderful experience that I had there.

I’ve traveled in different countries and stayed in more expensive places but this was without doubt one of the nicest places I’ve ever stayed in, made all the more special by the friendly, attentive staff.

The staff, in particular the manager Fidel, could not have been more helpful and carried out their job as if it wasn’t just a job but as if they enjoyed having you as a guest.

The accommodation and food were excellent and the scenery around the lake was so beautiful and relaxing. Although I was only due to stay 2 nights, I changed my flights to extend my stay, I loved this place so much! I really can’t recommend Paradis Malahide highly enough - the staff is truly the best I’ve ever met!”

La Bella Resort
This resort is owned and managed by Jamila Hamud, an outstanding brave woman.

The place is ideal for relaxing, for conferences and exclusive parties. Just sitting there watching the birds makes it a perfect location for honeymoons.

“This place was a small piece of paradise. Situated approx 5km on the coast road out of Gisenyi this secluded resort was just what I needed.

The Private Bungalows all have uninterrupted views of Lake Kivu. Each is decorated to a very high standard with fantastic bathrooms with running hot water.

The owner Jamila was such the perfect host I actually changed my plans and stayed longer than planned to chill out on the Private Beach”.

Yvke Beach Resort
This beautiful hotel belongs to a certain woman called Annie but managed by Mama Micheline.

This is an amazing beautiful guesthouse with exotic garden rooms with private terrace with beautiful views. It is surrounded by wonderful vegetation.

The lovely restaurant offers superb breakfast served with such a helpful staff.

This hotel is arguably among the best hotels in Gisenyi in terms of value for money, quality of service, food and activities.


Customer Service evokes different interpretations and connotations to different people. But as customers, most of us base our first judgment on the attitudes and behaviors of the service people we meet. Then secondly, on the quality of the product itself.

The above “Hospitality Queens of Gisenyi” have all proven that with their daily effort, determination, hard work, good taste, perseverance etc good customer service can be achieved in Rwanda.

Decide today to offer good products and inculcate the “right” attitude in your front-line staff for your own benefit and for the good reputation of Rwanda.

The author is a customer service consultant working in Rwanda.

www.sheiconsulting.com

sandra.idosou@sheiconsulting.com