My Intriguing Job as a "Mystery Shopper"

My Intriguing Job as a "Mystery Shopper"

http://www.newtimes.co.rw/index.php?issue=14158&article=2759&week=05

“For the purpose of confidentiality, I’m not going to give out my name here. You will understand why when I explain to you the type of job I do.

I am what some people call the “Service Police” but as I do not have any rifle or the ability to fine citizens, I prefer to compare my job to a private detector’s. I actually investigate on different types of services on behalf of Shei & Enz Consulting.

My job is simply to go round service providing companies in town, small, big, retail, public, private institutions etc just to experience the type of services they offer to their customers.

This is an exciting job because no one actually knows that I’m paid to pry on what they are doing. When I come round your business, I behave like any normal customer. I ask questions like any customer and I go back to report on what I experienced.

But the difference between a normal customer and myself is that while in your business, I look round everything; the entrance, the decoration, the ambiance, the cleanliness of the areas, the attitudes of your staff, their professionalism, their communication skills etc.

Sometimes, I even look at how the manager or supervisors behave towards their customers. As you know, poor customer service does not only come from junior staff. It is unfortunate that even managers fall short in this.

The last time, I was in the office of a manager, he dealt with me as if I was a rug. He was impatient and aggressive. He had no professional manners and I wondered how he managed to be at that post.

Anyway, coming back to what I really do while standing unattended to in your shop, my attention is also drown to what other customers are saying about your services. You can not imagine the types of complaints I hear from other customers who are waiting.

But then, I do not only listen to customers complaints but also to what your staff are saying among themselves. Most at times, their conversations are on their private personal issues even in front of customers. Sometime ago I was in a hospital and in he waiting area, there were two nurses who were passionately gossiping about one of their Doctors.

They said he was unprofessional and doesn’t always diagnose the right ailments of patients.

After hearing so many horrible things about this doctor, you can imagine my shock when I came in front him. I nearly ran away. Of course, I never trusted him and I never took the medication he prescribed to me.

The huge part of my work is to write in a detailed form, everything that I saw or heard. Good observational and recall skills, honesty, objectivity are part of my required qualities. My reports help companies see the exact areas in their services that need to be improved upon.

I am a “Mystery shopper” and my job helps you to see your business through the eyes of your customers.

Companies who conduct frequent “mystery or secret shops” of their businesses are on a better way of improving on their services. Sometimes, I even use spy cameras and this is an excellent way of making employees become more responsible on their attitudes.

A well-thought out mystery shopper program will allow you to evaluate the accuracy of your training program. It is an excellent way of following up on your staff.

If your employees are taught in a training program that they must greet the customer in a certain way for instance, my report as a mystery shopper will show you if they really put into practice what they have learnt.

If you train your employees, you definitely need to test them as well. As part of the process in mystery shop your company, you need to let your staff be aware of this.

Explain to them why you are planning a mystery shop. This program should never mean to create fear in the minds of your employees. Explain in a positive way that it is part of the “on going” training program of the company and that the best way to improve business is to find out what the customer really wants.

As you are looking for unbiased feedback and results, you need to hire a professional mystery shopping company.

Before becoming a mystery shopper for Shei & Enz for instance, this consulting offered me a variety of trainings to prepare me on this new and exciting job.

Another important element to note here is that Consistency is key to a successful mystery shopping program. It is not a one-off thing. You need to do it frequently and monitor results. Whether the results are positive or negative, you will have to call your employees for a meeting. Praise them first, then sensitize or punish for repeated poor results.

Take corrective measures remember that your mystery shopper experiences the same services as a normal customer”.

A mystery shopper program takes time to create but believe me; it will provide your business continuous outstanding service.

The author is a customer service consultant working in Rwanda

sandra.idossou@sheiconsulting.com

Small Deatils have a Huge Impact on Services

http://www.newtimes.co.rw/index.php?issue=14151&article=2694&week=04

Small DeTAILS have a Huge Impact on Services

Monday, 25th January 2010
OPINION : Small Details have a huge Impact on service
By Sandra idossou
As good customer service in Rwanda has become the great topic and an important challenge for both the private and public institutions, many think it needs big and expensive strategies for its achievement. The important thing to remember is that small and seemingly insignificant details have a major impact on service delivery. Most average organizations ignore or overlook minor customer inconveniences but the fact is that organizations that focus on small little details are more capable of improving on their services. Customer service is all about details. Sometimes as a customer, you will realize that it is the most insignificant element that draws your attention. It might just be the greeting of the staff or a simple “thank you” from a service provider that keeps you loyal to a certain number of shops you go to. Some of those details may be as simple as well dressed and mannered employees, clean bathrooms or something that adds value to your experience as a customer. If you are in a hotel for instance, it is the small details such as the chocolate or sweet on the hotel pillow in the evening that will amaze your customers. If you are in a restaurant, it might be the warm bread you serve on your breakfast. It could even be the fresh cocktail you offer on the arrival of your customers. In other words, no matter what service you are into, the simple gesture, a last-minute delivery to a valued customer; the fulfillment of a promise, the smile, the warm welcome and “Thank you for having complained” from attentive staff that matter. It is one of these simple details that impressed me last week as I was coming back from a training session I conducted in Libreville, Gabon. At the airport, I met a very smartly dressed woman at the security checkpoint. She was so well dressed that I thought she was an air hostess. She was very friendly, courteous, helpful and smiling to all the passengers. I couldn’t stop myself from complementing her and asking her what could have been the secret of such an improved service (I have been twice to Gabon and I never saw such friendliness at the airport before). For your information, this was around 10.30 pm and this awkward time is usually the time many people blame heaven and earth for being obliged to work. She jokingly replied by saying, “this is probably due to the change of our uniform; ever since we’ve been giving such beautiful uniforms, our confidence has been boosted and this has, I think improved positively on our services”. I thought about her response and realized at which point business owners sometimes spend huge sums of money on big strategies just to realize that these, “big” strategies are not the real answers to their poor service delivery. You need to know that the recipe for exceptional service boils down to small details. When you want to instill a customer service culture in your organization, make every person in your organization be part of it. Sit together with your team players and analyze the causes of your poor service delivery. As they are in direct contact with customers, they see things you do not see yourself, or hear comments from customers that you might not directly hear. We all know here in Rwanda a number of theories on what are the causes of service decline. Some people blame it on a shortage of skilled workers; some others blame it on the lack of competition. There are even some who blame customers for keeping quiet and accepting sub standard service. But I really think that poor customer service is the product of workplace practices. It is chiefly a lack of training for front-line workers, low employee satisfaction and motivation but also poor mindset and attitudes. If we look again at the example above, we can understand that employee satisfaction is an important antecedent of high quality customer service. When you take time to listen to your employees, you will understand that the poor services they offer are sometimes caused by the heat in the office or even the seating arrangements. Yes they are details but they have an impact on staff’s mood and services. Remember for instance that just a simple new stylish uniform can change the entire image of a company. Another simple detail that should not be overlooked is staff identification badges. Wearing nametags can create a sense of responsibility of your employees. Employees with badges know that if they offer poor services, the customer can report them and this unfortunately brings them to be alert and pay attention to customers. As part of your 2010 resolutions, take time to solve the small details first. In your plan for this year, consider what small details you can provide or improve on to make your business stand out in the hearts and minds of your customers and of your employees. The author is a customer service consultant working in Rwanda www.sheiconsulting.com

Training your Staff as part of your 2010 Resolutions

http://www.newtimes.co.rw/index.php?issue=14148&article=2645&week=03

CUSTOMER CARE: Staff training as part of your 2010 resolutions

By Sandra idossou

At an interesting meeting recently with a big business owner in Kigali, the CEO explained to me his plans for the growth of his business in 2010. He was so proud to announce to me his budget in renovating his office and equipping it with the latest modern technology tools. He became upset when I asked him the percentage of that budget to staff training. With his eyes widely opened; he simply told said “with all this money I’m going to spend on the renovation, do you want me spend money again on the staff? they should be happy I’m upgrading their working environment” As we enter a new year; many business owners have new plans and new ideas for their businesses but few are those who have training plans and career development plans for their employees. An investment that does not take into consideration employees’ commitment is destined to perish because good equipment without staff professionalism will never give a strong competitive edge. If you think you cannot afford to provide training to your employees, then you need to know that you are surely losing money every minute you wait to improve your employees’ skills and productivity. A Well-trained staff with refined skills and depth of knowledge can be of great help to achieving customer satisfaction because customer care is definitely linked with staff professionalism. Training offers personal growth for your team members and it also gives them great skills to assist your customers. Through frequent trainings, your employees will gain in confidence that will enable them deal as professionals in front of your customers. Even though the economy is tough and many businesses are being forced to cut down on their expenses, you need to understand that training your staff is not an area that should be neglected. Training should be an integral part of your strategic plan for your business. Some of the numerous advantages in training your staff are: a) It makes your staff become highly qualified staff b) It helps them understand what is expected of them c) It makes your people understand the vision of your company and makes them see in the same direction as you the business owner d) It is a key factor in staff job satisfaction, motivating and morale among employees e) It increases efficiencies in processes, resulting in financial gain If you follow the steps below, your business will gain a lot: 1. Define a Real Training Plan You will need to prioritize certain trainings from language, communication, attitudes, and welcoming, sales techniques to product knowledge. All these themes are important. But you need to take time to analyze each job to determine the best training. A training module that was good in a company next door might not adapt to the specific needs of your staff. 2. Chose the Right Training Partner Training doesn’t have to be extremely expensive to be good but a key element in choosing a training partner is to look for a partner that will understand and accompany your organization. Be selective as unfortunately not every consultant is a good trainer. A professional trainer will know how to adapt training modules to the local environment of your organization. 3. Chose the Right Methodology People learn in many different ways. Good trainers know how to engage adults; they are able to prepare activities such as written exercises, group discussions and role-playing scenarios. Other tools such as video; games etc will help learners to better understand the training content. If you want the training to be effective, avoid too many slides or theories. People are not interested in long theories but rather concrete examples that will help them change their old bad habits. 4. Ensure there is Training Follow up The key differentiator of a successful training is ultimately the follow-up. In selecting your trainer, make sure to have a real follow-up plan to help your team put in their working place the new skills they learnt. Follow-up can range from one-on-one coaching to group follow-up sessions. If you want to have a return on your training investment make sure there is a follow-up in place. You need to have employees demonstrate competency after training. Make sure you choose an inexpensive way to test the effectiveness of the training afterwards. You can evaluate training performance by the use of simple tools, like a written or verbal test or observation of specific skills. We for instance at Shei & Enz Consulting, we use mystery shoppers who come to your organization to experience the services offered to customers. Their reports help to monitor and coach progress of trainees. Often small business owners think that they cannot afford training or...they don’t have time to train. The fact is that, you simply can’t afford not to train your staff. In today’s vibrant economy, Training is a MUST. Business owners should avoid perceiving training as an expensive burden. If you decide to invest in your team players today, they will in return be able to offer good services. In 2010 invest in your employees and they will become productive. This will surely improve on your profits as your company can make a lot of money with well trained employees. So let trainings be part of your top New Year resolutions. The Author is a Customer Service consultant working in Rwanda sandra.idossou@sheiconsulting.com www.sheicosnulting.com

SHOWING APPRECIATION AS A RESOLUTION FOR 2010

http://www.newtimes.co.rw/index.php?issue=14137&article=2596&week=02


Monday, 11th January 2010

CUSTOMER CARE: Showing appreciation as a resolution for 2010

By Sandra idossou

The festive season has come and gone; filled with glitz and glamour. It has been filled with joy, happiness, family reunion and bonding all over. This has been a perfect time for New Year resolutions but also for exchange of gifts among friends and family members.

Many business owners are using this festive season to show appreciation to their customers for their patronage. I know that showing appreciation to customers is essential for keeping customers loyalty.

Showing appreciation to your customers is a way of showing that you care about them; that you are happy they used your services instead of your competitor’s; It is obvious that the more you show your customers that you truly care about them, the more appreciated they will feel around you and your business in the future. So let’s face it.

As human beings and as customers, we all like to feel appreciated. Yet, too often, many business owners neglect to seize an opportunity to show appreciation. This period is an excellent one to be thankful to your customers for giving you the opportunity to serve them. But then, showing the appreciation to your customers is so much more powerful than just saying it.

There are many small, inexpensive ways to show your customers how much you appreciate their patronage. Of course, consistent customer service is paramount for successful customer appreciation; however, personal daily attention to details can go a long way in making customers feel appreciated.

The details that make your customers stick to your business throughout this New Year are strictly linked to the ways your staff sees and treat each of your customers.

Showing appreciation should not be an end or beginning of year assignments alone. The best way to show your appreciation to your customers is to treat them daily with attention and care through daily attention to each customer.

As a customer, the best appreciation you could show me is to make me feel wanted when I enter your shop. I do not want any hampers; any card; any diary; but rather a consistent friendly, smiling, professional and available staff throughout the year.

If you are a business owner reading this article today; let your staff know that they can everyday show appreciation to their customers by welcoming them friendly.

Let them stop their personal nonproductive conversations when customers walk in front of them. Let them stick to their promises. This is the best sign of respect to people who make your business what it is today.

Showing your appreciation will also mean that you take time as a business owner to have your customers feedback on the services you offer them.

Take time to listen to them. Inevitably you will encounter customer complaints. Don’t shy away from them. Do not blame others. Instead, acknowledge the problems and offer alternative solutions.

Showing appreciation at the beginning of the year implies that as a business owner or a manager, you also thank your staff for their hard work and dedication.

Even if you cannot organize a party for your employees, do offer them something extra, a bonus, a gift etc. Sometimes; a simple “Thank You” can mean a lot to your employees.

Small surprises and tokens of your appreciation spread throughout the year help your employees life feel valued all year long.

As we beginning this New Year, it is also time to analyze the areas that need to be improved upon. Showing appreciation means that you take today the right decisions so that you can offer better services to your customers during the whole of 2010

“Appreciation is a wonderful thing: It makes what is excellent in others belong to us as well” says Voltaire a renowned French writer.

When your customers and your staff feel appreciated they will go out of their way to reciprocate to you by patronizing, bringing you new customers or just offering great ideas to make your business even more successful that what it already is.

The more you value your clients and your staff and show it to them, the more prosperous your business will be in 2010.

I can assure you that if you put in place strategies in increasing your customer satisfaction throughout 2010, this will result in increased repeat business and referrals.

“As we express our gratitude, we must never forget that the highest appreciation is not to utter words, but to live by them.” John Fitzgerald.

So decide today to improve your daily actions towards your customers and employees because genuine appreciation pays dividends.

sandra.idossou@sheiconsulting.com

CUSTOMER CARE: Looking forward to improved customer service in 2010

Monday, 4th January 2010

http://www.newtimes.co.rw/index.php?issue=14130&article=2552&week=01


CUSTOMER CARE: Looking forward to improved customer service in 2010

By Sandra idossou

Rwanda, the land of a thousand hills and a million smiles has been facing a real challenge in terms of customer service. Even though there are tremendous positive things happening here, tourists, investors and many Rwandans have been complaining about poor service delivery.

Good Customer Care has indeed been the biggest ingredient missing in our service industry and this issue has actually drowned a lot of attention from many people in the society.

While addressing this issue of at the national retreat in Gisenyi in January 2009, President Paul Kagame said that “Customer service remains highly problematic in private, public and civil society domains, something that is most certainly going to preoccupy us in the coming days, months and years,”

Research done by the On the Frontier Group (OTF) and by the Institute of Political Analysis and Research (IPAR) shows that Rwanda’s Gross Domestic Product (GDP) could increase to $40 million per year by 2012 if services are improved.

In March 2009 the government nominated a ten-member national steering committee mandated at rolling out a nationwide customer care campaign in both the public and private sectors.

About Rwf283 million ($500,000) was allocated for this two-year national campaign to improve customer service.Now that the year 2010 has begun we need to review 2009 and project how we shall tackle and improve service delivery in 2010. We need to ask ourselves what have been the major things done in improving customer care in Rwanda? In which areas do we still have to work more in 2010?

There have been a number of positive initiatives in both private and government institutions. The Rwanda Development Board (RDB), the Rwanda Workforce Development (RWD), the Private Sector Federation (PSF) and many other public institutions have all put in place measures in improving service delivery.

Customer Care Trainings

Customer service has indeed become today an urgent necessity especially if the country wants to reach its vision 2020 objectives. Competition has also become even ruder with Rwanda joining the East African Community and service providers have no other choice than training their staff.

Trainings are aimed at helping people deal with customers to be empowered with the right skills and attitudes. Since the whole campaign began, there have been few trainings here and there especially in the private sector.

The financial institutions have been more involved in training their staff. Some trainings have also been organized to the hospitality industry, the police, local governors etc…

But many government institutions are still left behind. Civil servants still think it is a favor they do to customers by serving them.

Mindset still needs to be improved and trainings need to become compulsory for business owners and for government institutions.

Though trainings are not the only remedy in improving customer care in Rwanda; they are an effective way of reducing skill gaps.

Customer Care trainings need to be done properly in respect of the local environment; with a real system of follow up and coaching on the field after training session.

It is probably time that companies and government institutions be encouraged to capture good customer care in their corporate strategies, visions and missions.

Role of the media in the campaign

Poor level of customer care in Rwanda is attributed to the lack of awareness of its importance and this is everywhere; in all sectors both in the public and private, at all levels; managerial, employees and employers and business owners.

As the cause of the problem is basically rooted down to negative attitude towards work and mindset, the whole nation needs to be embarked on this campaign.

This is where the media has a big role in sensitizing the population. Even large rural population and weak professional base need to be involved.

The suggestion for 2010 is for the media to increase its awareness role.

The ‘Customer Care Handbook’

The Private Sector Federation (PSF) in partnership with the Rwanda Development Board (RDB) launched a Customer Care Handbook in English and in Kinyarwanda at the International Trade Fair in August.

This 42 page handbook; written in a simple language is targeted at all people dealing with customers. The 14 chapters deal with topics such as the Importance of the Customer, Why Improve on Customer Care, What the Attitudes I need to adopt, How to communicate with customers etc…

Though there has been positive feedback from business owners on the attractiveness of the handbook, the use of simple language, the Kinyarwanda version; the handbooks are still not available to the public and upcountry.

Rwanda is privileged to have its president and the entire government at the forefront of teaching Rwandans to offer better customer care. But the journey is still long in getting the entire population buy into this vision of good customer care.

Attitudes and mindset still remain big challenges. Efforts still need to be done on skills, language barriers, speedy services, keeping to promises, welcoming, being professional and enthusiastic in dealing with customers, etc.

But as we move into 2010, we all need to become more responsible. Customer Care is the issue of everyone here. Everyone should be part of this fight against poor service.

That is the only way we can improve. Let’s all remember that our altitude as a nation largely depends on our daily individual attitudes.

An old Chinese Proverb says that “It is better to take many small steps in the right direction than to make a great leap forward only to stumble backward.” So let’s all do something in 2010 in improving service delivery in Rwanda.

Excellence is the gradual result of always striving to do better; let’s all improve on our attitudes in 2010.

Wishing you all a better customer care year!

Highlights

Rwanda’s GDP could increase to $40 million per year by 2012 if services are improved.
Rwf283 million ($500,000) was allocated for a two-year customer care national campaign

The author is a customer service consultant working in Rwanda

sandra.idossou@sheiconsulting.com