Time Should Mean Money in Rwanda as well

http://newtimes.co.rw/index.php?issue=14186&article=2965&week=09

CUSTOMER CARE: Time should mean money in Rwanda as well

By Sandra idossou

As I start writing this article, I know for sure that many will dislike what they are about to read. I’m probably going to shock you but believe me dear readers, this has to come out. I have been in an “Enough is Enough” mood for these past weeks that I simply can’t keep quiet anymore on this particular subject. No matter how sensitive certain issues might seem; we need to talk about them so as to improve on them. I’ll not go by two roads….this ordeal of slow service delivery is just driving me nuts. People are simply to slow. It looks like service many have their whole time in doing certain things that should be done quickly. Just imagine the time one has to spend in queues in most banks here to access one’s money; an average of one hour in most cases; whereas in some parts of the world, these are operations that take less than two minutes. Look at the manner in which the cashiers carry themselves; they walk or sit nonchalantly as if hey are forced to be there. When they finally take your check, it takes them an eternity to serve you. They need to get an authorization from their supervisors who most at times are nowhere to be found. Service providers should understand that we do not come to their companies to watch television. We have our own television sets at home and our reason for coming in there is to be served quickly so that we can attend to other urgent matters. Believe me; putting in a television in your shop doesn’t reduce the amount of wasted time I spend in there. But this issue of speed in service delivery does not only concern the banks. This is a critical one cross sectors; from the private to the public; from big to small organizations. These last few weeks for instance, I wrote to several institutions about a project I’m working n at the moment. There are just few who take time to respond to correspondences. And when I call for an update, people simply do not understand why I have to “hurry” them. And this is after a three weeks’ wait. I think Timeliness in Rwanda is a public matter of urgency. As the world continues to speed up, customers have today less time than ever to deal with slow service providers. The majority of customers want fast services. They want their service delivery to take the minimum amount of time possible. Customers want service providers they can depend upon; or who simply can deliver when they say they will. Most of us today hate having to wait and we are no more as patient as before. And that is why we want people in the service industry to be fast. We do not appreciate those who drag their feet; who take hours to respond to a quick question simply because they are afraid of taking responsibility. Customers require today that you deal with their demand in a timely fashion manner. As a service provider, be proactive; give to your customers undivided attention and concentration. And when you are walking, show some enthusiasm. Show you are alive. Do not sit in that chair as if you were bored, hungry, tired etc. Remember your non verbal communication sends tones of messages. Service should not stop or slow down because it has rained. Remember that “Time is free, but it’s priceless. You can’t own it, but you can use it. You can’t keep it, but you can spend it. Once you’ve lost it, you can never get it back” says Harvey Mackay; one of America’s most popular and entertaining business and motivational speakers. Timeliness is not a customer satisfaction issue that can be swept under the rug even in Rwanda. I do not agree with people who say that being slow is a Rwandan culture. It is simply an old habit we have got used to and that needs to change today. www.sandra.idossou@sheiconsulting.com The author is a customer service consultant working in Rwanda

Make me become your Loyal Customer

I’m what most people might describe as a loyal person. I always stick to people, products and services I’m used to.

I almost shop at the same places; my tomatoes seller at the Kimironko market is still the same for the past two years; my flower seller down town knows my taste; my telecom service provider is still the same even though there is a new and dynamic company in town; I still drive past some filling stations before arriving at the one I buy my fuel from. Well in a nutshell, I’m a faithful customer to most of my service providers.

I need to confess here that I’m not a good consumer for advertisers as their false publicity does not always attract me. I stick to products and services I have tasted and adopted.

The relationship with my service providers are based on the strong bond that is created with the contact staff I treat with.

I don’t think I’m very different from many of you. Many customers expect superior customer service they pay for. And when their demand is met and; they feel connected to the service provider.

As customers, we do not want to be treated like statistic or numbers along an assembly line. We all want to be treated with respect. We all want to feel appreciated. As costumers; we want business owners to show to us that they appreciate our patronage.

Just imagine yourself as a daily customer of a bank, restaurant, supermarket, or some other establishments in town.

Every time you walk in, the staff recognizes you, calls you by your name, smiles at you, listens to your needs, shows you he/she is happy to serve you, returns your phone calls and resolves your complaints in a timely fashion.

The most important thing to your customer becomes then Excellent Customer Service. Excellent Customer Service is more important to people than the amount of the products, or the over all fees’ they have to pay.

Excellent customer service is a great way to build customer relationships that lead to customer loyalty. What I mean by customer loyalty is that your costumers will not make a quick jump to a new competitor that comes. Even when they are approached by these aggressive competitors; your loyal customers will stick by you.

And that is why as a business owner, you need to make sure that your costumers patronise your products and services because they are satisfied and not because they have no alternative.

Because if that is the case; do not be surprised to see them leave when competition arrives. Remember that we always think that the grass is greener on the other side.

People love to have the peace of mind that whatever product or service they have with you is secure with you.

They like to know that if ever there is a problem, or if they have a question, you will be there to resolve their issue, regardless of what it may be.

Excellent customer service leads to loyalty because if your customers like the way you treat them, they will be happy to refer their friends and family to you.

So dear friend, treat today your customers the way you would treat your friends or family and they will stick with you forever, and provide you with a lot of business.

As says Jeffrey Gitomer, an American author and business professional speaker, “You don’t earn loyalty in a day. You earn loyalty day-by-day”.

So work daily on improving your relationships with the customers and you can be sure that they will become your best advertisers.

http://newtimes.co.rw/index.php?issue=14179&article=2919&week=08

http://newtimes.co.rw/index.php?issue=14172&article=2863&week=07

Enough Is Enough

By Sandra Idossou

This is one of the days that I don’t know exactly what to write about…not because I’m not inspired but rather because I have had so many different customer experiences this week that I do not know which ones to share with you.

Believe me dear readers, there are really days you think the service people you meet do not know exactly why they woke up to be in their offices or shops. Or should I rather say, they do not know exactly what is expected of them.

But thank God, this week I also met very charming and professional service people who have proven once more that customer service is simply an Attitude and not necessary a Skill.

For the whole week, I went to approximately twenty different service providers to present “The Service Magazine” that will be launched very soon. I was at ministries, government agencies, private businesses, big and small organizations.

After this week experience; I felt like writing again yet another book on Customer Service.

I really think that we need to involve our staffs in the awareness campaign on Customer Service. We need to engage them and empower them. We simply need to invest in them so that they will know exactly how they are supposed to behave towards customers.

I wish I could individually talk to these service people I met but as it is impossible, I will kindly ask you to share this article with your team members.

Let them know that the very small positive or negative behavior they adopt towards customers could go a long way either in improving or destroying your company’s image.

Customer service is most often about Attitudes. Below are some of those Attitudes that really bothered me this week:

1. Please leave your personal problems at home.

In one of the offices I went to, I had the impression that the woman has had the whole world fall on her head. Her face was so sad, unappealing, unattractive etc…She was contagious with her pale face.

If we want to offer good services, we should be able to separate our personal lives to our professional lives. It is not the fault of the customer if your husband or wife is worrying you at home.

Please leave those personal issues at the gate before you start your days. Customers should not be responsible for your personal mood. If they are paying for a service, they deserve the very best.

2. Please greet every customer with a smile and a cheerful disposition.

A smile costs you nothing but it has such a powerful effect on people you meet. I remember this gentleman I met at the Kigali Mayor’s Office; he was so cheerful and happy that I straight away knew that he was happy doing his job.

The good thing about Smiles is that they are contagious. If you smile first, the customer will generally return the smile. Mother Teresa of Calcutta says that “Every time you smile at someone, it is an action of love, a gift to that person, a beautiful thing.”

3. Please avoid your personal conversations in front of the customer

In one of the companies I went to; I had to wait for 7mn for the lady to finish her phone call. Even though I couldn’t understand exactly what she was talking about; from the tone of the conversation, I guessed she was talking about the valentine day program with her boy friend.

It is simply not professional to talk about your personal non-urgent issues on the phone while the customer is waiting and listening.

4. Please be fast and do not drag your feet

As for this one, I nearly felt like pushing people this week. It just seemed like people have the whole day for themselves.

I have the impression that “Time is Money” is not meant for Rwanda. This issue on service speed is so crucial that I will write solely on it in a future article.

5. Please respect the promises you make

Many of the people I met this week promised to get back with me with an appointment but there were just few people who respected that promise.

It seems like giving promises and not fulfilling them is a normal thing. If you say you are going to return a call, please do it. If there is an issue that has not yet been resolved, still call the customer to let him know that you are still working on it.

It will help him to know that he is not being ignored and that you are still remembering your promise.

6. Please be courteous

Courtesy to others is a sign of respect. It shows you have been well educated at home and that you have good manners.

There is nothing wrong is saying “I’m sorry” or “Please” or “Thank you” or “You are welcome” or “have a good day”. Greet people who walk into your office. Do not just sit there and stare at them.

I have often greeted people I meet and all I read in their eyes is “why are you greeting me? Do we know each other?” Greeting is a basic thing that should not be thought to adults. Learn to be polite.

7. Rephrase the customer’s needs to be sure you have understood him

In one of the office, the lady went and did exactly the contrary of my request. She never took time to repeat my demand. Repeating customers’ request shows that you have understood clearly their demand.

It shows that you are listening and want to help. If you can not hear the person or did not understand something, ask the customer: “Will you please repeat that for me?” Do not make assumptions. It is better to repeat than to waste your time and your customer’s time in doing something completely different.

Customer service is all about attitudes. Adopt positive attitudes today and this will have an impact on your personal and professional lives. Winston Churchill says that “Attitude is a little thing that makes a big difference.”

www.sheiconsulting.com

Letter from a Regular Reader of My Articles on Customer Service

http://www.newtimes.co.rw/index.php?issue=14167&article=25714

Wednesday, 10th February 2010


Congratulations to Sandra Idossou and The New Times for completing one year of the Customer Service Series

Clarence Fernandes

Editor,

It is a pleasure to know that The New Times had initiated a year ago, a very interesting “ Customer Service “ series of articles , which have been written regularly by Ms.Sandra Idossou.

This initiative on the part of your newspaper will surely go a long way in improving the overall customer service levels in RWANDA.

I am wishing Sandra and The New Times many more successful years of service to the people of Rwanda.

Kind regards

Clarence FernandesChairman, Rwanda Renaissance

clavinmarketing@hotmail.com

http://newtimes.co.rw/index.php?issue=14165&article=2809&week=06

My One year anniversary as a Customer Care Columnist for the Newtimes




http://one%20year%20of%20customer%20care%20articles%20in%20the%20new%20times/



http://newtimes.co.rw/index.php?issue=14165&article=2809&week=06


One year of Customer Care Articles in The New Times By Sandra Idossou

It has been a year now since I started writing the Customer Care articles in The New Times and I’m quiet impressed by the loyal readership this column has gained over these twelve months.

Based on the numerous feedbacks I receive, I have no doubt that this column has positively affected readers’ lives and produced tangible benefits for the business community here.
I would like to take this opportunity to thank you all for your continued support, for your comments and especially your suggestions.

This column wouldn’t have become the sought-after reading section in The New Times without your loyalty. You cannot imagine how motivated I feel every time I receive your mails.

The first time I was contacted by the OTF team in Rwanda to write an article on Customer Care in The New Times, I felt privileged to be able to share what has actually been my job for the past 12 years.

Let’s recall that In January 2009, President Kagame and his government decided to tackle the issue of poor customer service during their last leadership retreat in Gisenyi.

Even since, the topic of good service delivery has been the talk among business owners. Rwanda is lucky to have its president become the first advocate of good customer care both in the private and public institutions.

Later after that, the Rwandan Development Board (RDB) invited the media to be involved in the nationwide campaign and that is where I actually started this weekly column.

The first article titled “Outstanding Customer Service” was published on February 3rd 2009 and attracted a lot of positive comments. Writing the weekly educative column has become since then an interesting journey.

My personal objective in writing these weekly articles is to contribute to the improvement of service delivery in Rwanda.

I have been living and working in Rwanda for some time now and I feel we are all responsible one way or the way; either as service providers or simply as customers.

Through this column, I feel connected to many people out there even if I do not know them. Sometimes, I write as if I’m talking to friends.

I write based on the experiences I have as a trainer, as a consultant and simply as any normal customer. I often say that a miracle will never happen if we all sit and do nothing. It’s good to complain but it is even better to take actions that will correct those complaints.

From the feedback I receive from readers, I have understood how “addicted” some people have become to this column. Last time, I learnt that there are actually many more people who read this column on internet than by the hard copy of the newspaper.

With the 52 articles already published, I still have the impression that so much more needs to be done. I personally think that the Newtimes should be more accessible to many more people and not only to a certain category of people. People in town need to be able to buy this newspaper on the street.

Another challenge I see is the need of having a reading culture in Rwanda. We cannot improve on our attitudes and skills if we do not read and learn new ways of doing things.

How can we embrace more knowledge if we do not read? The world is moving so fast that sitting there in our offices or businesses thinking that we are the best, is surely an easy way of digging our own potholes.

We need to continuously learn and improve on our ways and systems. I read somewhere that “Knowledge will forever govern ignorance; and a people who mean to be their own governors must arm themselves with the power which knowledge gives”.

In other words, Knowledge is Power. If we want service delivery to improve in Rwanda, we need to empower service people with knowledge. Let’s sensitize people to read.

Let’s offer them the possibility of accessing newspapers, books, magazine and everything that can shape their minds. Empowering through knowledge means that we all put effort in training our people.

One thing is to have the knowledge but the most important thing is to put in to practice. As a frequent reader of this column, are you putting into practice what you read here?

Do you challenge yourself with some of the few lessons you get from these articles? Can you proudly say that you are the first to portray good customer care attitudes in your office? Are you the good example to your people around you?
Let’s not just read, but let’s act.

As Rwanda targets it’s Vision 2020, how far are we today in February 2010? Are our working systems more dynamic and more professional? Are people in our institutions part of this vision? Do they know what role they have to play in order to reach this great vision 2020?

Well, people of and in Rwanda; we have a collective destiny and we need to adopt individual positive mindset and attitudes towards our work that will mould our future as a nation.

Remember that our daily individual Attitude determines our collective Altitude as a nation.
Let’s all decide today to adopt positive ways of behaving towards one another and this is definitely impact on how we behave towards customers.
Thank you once again for your frequent feedback and I hope to receive more this year. sandra.idossou@sheiconsulting.com