Service Delivery in China. Lessons to learn Part 1

Service delivery in China: Lessons to learn part 1

By Sandra idossou

Sitting at this hour of the day at the Shanghai International airport in China, I am wondering how China managed to become the centre of the world looking at the numerous passengers who are travelling.

I am actually part of these passengers waiting to embark on my fourteen- hour flight back to Kigali.

For your information, The Shanghai Airport is one of the busiest airports in the world. It attracted 31.9 million passengers in 2009 and there are actually many other big international airports in China all as busy as this one.

I couldn’t imagine that two weeks after touring China, I will be filled with so many positive service experiences.The reason is simple. I came to China with many stereotypes. Yes, we all have many stereotypes on China.

Many of us only know China as the country with the biggest population in the world. Some also know China for its propaganda ideological and communist scenarios throughout Mao’s years or for its numerous restaurants in every part of the world.

As an African, I had always imagined China as the country of counterfeit looking at the thousand of cheap products and gadgets that have invaded our markets. In fact there is even a joke that everything cheap or non-durable must come from China.

But the fact is that all these are stereotypes. What most of us know comes from either Chinese movies full of Kung Fu or news brought to us by biased media houses in Europe or America or for few of us, from history classes in school.


Your columnist has encountered many accurate, absurd, sometimes very degrading and insulting à-priory of China. And that is the main reason why I agreed to the invitation of Mr Idossou to visit this unknown great country that is becoming one of the greatest in the world.

My journey to China started with my visit to the Embassy of China in Kigali. I was amazed by the level of service I received from this old-fashioned woman who must been working there before your columnist was probably born.

When I came out from the embassy, I just said customer service must be real in China or the country knows how to attract visitors.

As an avid passionate traveler, your columnist has been to different embassies to request for visas. And it is unfortunate to see the poor customer care we receive in most embassies.

We are more often treated as “beggars” going to fill our pockets with the gold lying on the streets of these countries. Just look for instance at the queues in the sun in front of most embassies in Kigali. This is a degrading non-human treatment to people that need to be looked into by whoever should be responsible for this.


Coming back to this first experience with the China Embassy in Kigali, I got mentally prepared to appreciate China. After bringing the necessary required documents, I got the visa within 5 days and was offered very informative documentations on China.


Dear readers, right from the Kenya Airways flight, to my transit in Nairobi, the first contact with the Chinese Immigration, the experiences with the taxi drivers, my visits to Guangzhou and to the Word Expo 2010 in Shanghai, your columnist had so many rich service experiences that she has decided to share them with you.



From all that I have heard before, China may have its fair share of customer service nightmares but many people unanimously agree on the fact that service delivery has positively improved because of certain measures that have been taken by both the government and the striving Chinese business community.

My goal in sharing with you my experiences in the next editions is only to give you an overview of service delivery in China. There are probably many things we can learn from China. Looking forward to taking you through my service experiences in China.

The author is a customer service consultant working in Rwanda.

sandra.idossou@sheiconsulting.com
www.sheiconsulting.com

http://newtimes.co.rw/index.php?issue=14277&article=3573&week=22

RESPONDING TO MAILS IS A BUSINESS ETIQUETTE

COURTESY OF RESPONGING TO CORRESPONDENCES

WEEKLY » Business Times » CUSTOMER CARE: Business etiquette of responding to correspondences is still an Issue

CUSTOMER CARE: Business etiquette of responding to correspondences is still an Issue By Sandra idossou


Ever since I have been a columnist, I have noticed that there are some articles that attract quite a number of responses from readers.

The article titled: “Business Etiquette in Responding to Mails and Correspondence” that was published two weeks ago has been one of the few that has drawn many comments and suggestions.

I have found the comments so interesting that I have decided to share some with you. Through the many emails I received, I realised that this practice of not returning calls or responding to official correspondences is still an issue for business relationships. I must admit that when I decided to write that article, I initially thought that I was the only one suffering from this until I received the numerous comments. By analysing the comments; I realised this issue affects the both public and private institution as well retailers and big corporate organisations.
Here are few comments

“What you said on the culture of not returning emails and calls is spot on. It’s like one huge conspiracy of frustration. People ask you to invest in Rwanda and when it is time for them to respond to your mails and letters; there is a total silence.

This practice has become an inherent part of the culture in which no one wants to be responsible. For organisations or businesses that want to be more service-oriented, they need more than just a vision or slogan. Responding to correspondences has got to be integrated into both the culture and daily operations” wrote Salha.

Celia’s mail reads: “This habit of not responding to correspondences is a real national issue because it concerns everyone…even me. We tend not to respond because responding means being responsible in writing one’s decision or opinion.

The problem here is that at most times, we do not want to be accountable for what we write, so we would rather not respond by writing.”
“There‘s a Rwandan culture of not being able to say NO to a request.

The reason why many people do not respond to letters is that when the answer to the request is a negative one, one finds it difficult to say so… people will rather keep silent until the person actually understands that the response is a negative one; it is our culture” says Helene.

Jean’s email read “Rwandans do not like writing. Writing means being committed. And being committed means being responsible. The issue is that no one wants to be responsible.

That is why no one takes time to respond. People are always afraid of what might come out or how their writing can be used. And you will be surprised to note that is seen from top levels down to junior staff level; from government agencies or ministries down to district levels”

Well dear readers, in today’s business environment, if we want to stand out from the crowd and be more professional and competitive as a nation, we need to adopt international business etiquette. Responding to letters is not a favour we are doing to correspondents but rather a minimum business requirement.

Let’s act responsibly and avoid hiding behind our screens, telephones or desks. One of the things we can do to build good relationships with our customers is to always be ready to respond to their mails,SMS’ and other official letters.Thank you all once again for your support, feedback, suggestion and contribution to this column.

The author is a customer service consultant working in Rwanda

sandra.idossou@sheiconsulting.com

www.sheiconsulting.com

http://newtimes.co.rw/index.php?issue=14274&article=3528&week=21

Consumer's Association is needed

http://newtimes.co.rw/index.php?issue=14267&article=3478&week=20

WEEKLY » Business Times » CUSTOMER CARE: Knowing your consumer’s rights is priority
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CUSTOMER CARE: Knowing your consumer’s rights is priority

By Sandra idossou

Last week there was a this story of a customer who went to buy a phone in one of the retail shops in town. After getting home, she realized that the telephone was faulty so she decided to look at the guarantee notice on the product.

Surprisingly the guarantee was actually for 2 days for an expensive product. She then took it back the next day to the sales person only to be told that she could not be reimbursed. The dealers were quite rude and almost threw her out of the shop.

This revokes one famous quote by Erwin Frand which says, “Every company’s greatest assets are its customers, because without customers there is no company.”

Your columnist sometimes wonders if service people are aware of this. One also wonders if service people acknowledge the fact that the customer/consumer pays their salaries.

That is a fact. The question here one would want to ask: Do we as customers know our importance? Do we know that when we pay for certain services and products, we are supposed to request for the best of them? Do we know our rights?

As customers, we all need to know that we have rights. Goods and products we buy should always be in a satisfactory condition. They should be ‘defect free’ and fit for the purpose they were intended for when we received them.

This goes as well for the services and products we purchase. When we pay Rwf10,000 for medical consultation, the service should be worth the bargain. When we go to a hair saloon or to a automobile garage for services, the money should fit the bill.

In some developed countries, customers are entitled to return a faulty good and get a refund if items do not meet the basic criteria stated on the notice or on the advert.

In the US for instance, consumers had little protection in the world marketplace before President John F. Kennedy, on March 15, 1962, put forth the “Consumer Bill of Rights”.

This was done to help consumers understand their rights and responsibilities. In 1985, eight basic consumer rights were adopted by the United Nations’ Assembly, which resulted in consumers having stronger consumer protection policies worldwide. March 15 is now declared as World Consumer Rights Day!

As consumers, our original basic rights are:

1. The right to choose
2. The right to safety
3. The right to be informed
4. The right to be heard



If goods we buy are faulty, we should not keep quiet. That is even why it is important to keep receipts. We should take them back and request for a refund.

The law stipulates that we return items within a reasonable time. This can vary but we should be able to take goods home and try them out. If there is a fault, it is important to complain as soon as possible.

We know how things happen in Rwanda and in most Africa countries where the consumers have nowhere to go and complain in case a retailer refuses a refund.

Rwanda Utilities Regulatory Agency (RURA) has a mission of regulating certain public utilities including, telecommunications, electricity, water, sanitation, gas and transportation. From the information I gathered your columnist has the impression that any complaint that does not fall under these 4 categories cannot be handled by them.

This is why there is a need in Rwanda for a real consumer’s protection association to help and educate both service providers and consumers.

sandra.idossou@sheiconsulting.com

Business Etiquette of Respondait to correspondences

http://newtimes.co.rw/index.php?issue=14256&article=3428&week=19

CUSTOMER CARE: The etiquette of returning calls and responding to mail

By Sandra idossou

Have you been waiting for a response to a letter you sent three months ago to an administration, ministry or to private company? Is your request for an appointment yet to receive any feedback after waiting for 2 months?

Your columnist has experienced all the above and has had enough of it and can’t accept it anymore. I find this practice intolerably rude. I have tried to convince myself that people do not respond to correspondences because they are busy.

But the fact of the matter is that even if we are all busy, responding to correspondences is part of business ethics. No matter how busy one is, responding to official letters, mails, calls, and text messages is part of our duties as business people.

Many of you reading this article are probably part of the cause of my mood today. There are actually so many business people who have gotten used not to responding to correspondences. I do not want to give names here because you know yourselves.

Just like you, your business correspondents are busy people with professional obligations. Most times they just need a simple acknowledgement from you. Responding to their correspondences shows your good and professional manners.

Simply said; it is unbelievably rude not to respond in a week; month and even 6 months to an official correspondence.

The lack of responding to correspondence does not mean that you are busy; but rather it shows that you are disorganized, unmannered and overwhelmed.

In professional relationships; it is a good etiquette to respond quickly to a letter or email. Even if you are very busy and will not be able to properly address the request, a simple response to acknowledge receipt and assure the sender that you will shortly respond properly is courteous and an example of professionalism.

I acknowledge that we are all busy with meetings, deadlines and important issues that need our urgent attention. I also recognize that sometimes we receive too many requests.

But still, business people need to understand that it is a common courtesy to respond to correspondences. It is a minimum ethical standard we should set for ourselves to respond in a timely fashion manner; whether an email, a telephone message, a text message or a letter....

A friend here told me that when after several follow ups; there is still no response, then it means the response to whatever the request was is negative. But then, why this can’t be written? Why running around the bush?

Why can’t people be responsible enough to write a response?

It’s a fact that the written word is often so much more powerful than the spoken word. If your corresponded sent a letter; just have the courtesy to reply back in a written format.

If it is a message by mail or text message; just answer no matter the response. In normal business etiquette, you should answer a letter within no more than 5 working days. If your goal is to attract business or build working professional relationships, not returning messages or hibernating behind closed doors won’t win you many takers.

Set aside a specific time of the day to return calls and address correspondence so as to keep them from snowballing. Most often, after lunch or towards the end of the day is the best time to respond.

Doing so can enhance your reputation, exhibit your professionalism and possibly pave the way for good reputation, new contracts, orders and deals.

sandra.idossou@sheiconsulting.com

Should we accept "Rwandan" or "African Time"?

http://www.newtimes.co.rw/index.php?issue=14249&article=3379&week=18

WEEKLY » Business Times » CUSTOMER CARE: by Sandra idossou
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CUSTOMER CARE: by Sandra idossou


Should we accept the ‘Rwandan time’ or ‘African Time’?

“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 send it. Once you’ve lost it, you can never get it back” says Harvey Mackay, an American author and inspirational speaker.

In Rwanda and in most African countries many of us have comforted ourselves in the idea that keeping time cannot be respected in Africa.

The issue of punctuality and time management is a pertinent one. Most people are late for almost every appointment. No function starts on time and the excuse I often hear is “this is Rwandan time” or “this is African time”.

I must admit that I hate this excuse as it turns out to degrade our values and our culture. I have never read anywhere that Africans can’t be civilized enough to respect time keeping.

I am an African and I hate to be late. I hate being at functions that do not start on time. I hate having to waste my precious time waiting for people to turn up late.

Time is always time and should be accorded the same value regardless of the place. Why can’t we be on time? Why can’t we respect deadlines? Why can’t we respect people we give them appointments?

The on-line Wikipedia says, “African time is a colloquial term used to describe a perceived cultural tendency, in some parts of Africa, toward a more relaxed attitude to time. This is sometimes used in a pejorative sense, about tardiness in appointments, meetings and events”

“The term is also sometimes used to describe the more leisurely, relaxed and less rigorously scheduled lifestyle found in these countries, especially as opposed to the more hectic, clock-bound pace of daily life in Western countries.”

Time is a precious thing and any minute wasted implies a loss on productivity and thus other implications which might be financial.

Punctuality is the habit of doing things exactly in time. Punctuality is common courtesy. Being punctual should be part and parcel of a person’s attitude.

I am simply hoping for days when lateness can make people lose business, sales or even cost some their jobs. I am hoping for days when people arriving late will realize that the meetings and functions have been done without their presence.

If you are always late, it shows that you are lazy disorganized, not focused, indiscipline, unreliable, uncommitted, inconsistent, sluggish and have an “I-don’t-care-attitude”.
Africa, in spite of her rich resources still remains poor because of the way we deal wit time. Time doesn’t mean money for Africans. So how can we be rich when we do not consider our precious time?

Rwandans and Africans in general need to learn time management and punctuality. It is high time Africans realize that keeping time does not only show respect but it also tells a lot about a person’s integrity.

sandra.idossou@sheiconsulting.com