Offer Flexible Hours to Employees during this Festive Season

Monday, December 27, 2010

WEEKLY » Business Times » CUSTOMER CARE : Offer flexible hours to employees during this festive season

http://newtimes.co.rw/index.php?issue=14487&article=5556&week=52

CUSTOMER CARE : Offer flexible hours to employees during this festive season

By Sandra idossou

It is 4am this Friday morning of December 24, 2010. The weather is still fresh and I should be fast asleep under my covers. But as many writers go through, I am awake looking for what to write on for our Monday column.

The deadline for sending articles is Saturday morning whether it rains or shine, whether in Kigali or not; whether on vacation or not; whether on Christmas Eve or not.

Surprisingly, even with this weekly constraint, I still appreciate the bond created with readers over these last two years or writing this column.

Yesterday was a busy day doing last minute shopping. The whole town is simply filled with the festive season atmosphere. In this side of town in my country, Christmas is a real opportunity for many to increase on their turnover. Retail women sell almost everything by the roadside.

The city is full of people going here and there…there is so much traffic…loud music is being played by every shop owner. One has to be blind and deaf not to feel the energy in town created by this festive season.

While shopping, we met many service people in different moods. Many were dynamic and cheerful using every opportunity to sell more. Unfortunately some were also sad, rude and annoyed in their shops. At a certain shop; I had the impression by the cashiers’ facial expression that she was blaming customers for being so many to shop at her shop.

Christmas Eve in my place is a big family celebration. We often host big get-together dinners but tonight we will miss three important people at the celebration.

Gisèle is a sister-in-law who has to work very late because she is a cashier and today is also a very busy in her bank. For almost four years now; she hasn’t been able to be with us on this occasion. Her children are used to that.

Paul is a cousin and a Pilot who has to fly again today. He will be back in town in three days.

Latifa is a nurse and has to be on duty tonight. For the last two years, she has never spent Christmas Eve with us.

Even though Christmas is great festive season for many, it is unfortunately a very challenging one for many service people. Many can’t celebrate fully the season because of their professional obligations.

Last week; we had an article on the importance of appreciating service people during this festive season. But today, beyond these service people, I would like you to join me in thanking the family members of service people who go through this festive season without their loved ones (children, spouses, friends etc).

Balancing work and home requires continuous adjustments from service people. If you are a manager, do try to offer flexible working hours during this festive season. If your employees have to work during Christmas for instance, do try to give them holidays at the New Year celebration.

Flexible working hours can be a great way to keep your employees engaged with the company, especially during the Christmas period. Flexible working hours will allow your staff to spend time with family or attend other important social events during this season.

If you do not offer flexible hours; your employees will offer stinky services or be pretty rude to customers. They wouldn’t smile, give eye contact or be professional in dealing with customers. They might rather make your customers feel like a bother. And this is not what you want for your customers or for your business.

Wishing you all a Happy Festive Season

The author is a customer service consultant and the Publisher of The ServiceMag.

Appreciating service people during this Festive Season

http://newtimes.co.rw/index.php?issue=14483&article=5522&week=51



By Sandra idossou:

Dieudonné is a young man who works at the Hotel des Milles Collines in the banqueting department. I first came into contact with him when I started organising the previous ServiceNight. The day of the event; the room we were supposed to use was occupied by two different seminars until 5.20pm. Our guests were supposed to arrive at 6.30pm.

As I sat there overstressed and tensed about the delay our event might take, Wanini, the Sales and Marketing Manager kept reassuring me that everything will be fine and on time. Within 40mn; Wanini, Dieudonné and a team of dynamic and professional people started running around for the set up.

When guests actually started coming at 6.30 prompt, everything was set and at the right place. Seeing our guests enjoying themselves, I couldn’t stop myself from thinking that none of them could imagine all that went on before their arrival.

As customers, we don’t always think of what service people have to go through in order to offer us excellent service. Being in the service industry is not an easy job. It is even a very stressful one. It is a very demanding one. It requires, above all, a great deal of passion and determination.

Some people in the service industry have to wake up as early as 3:00 am in order to make sure that everything is set and ready at 6:00 am when customers arrive; some even have to work in the night. You might say that is their work and that they are paid for it.

That’s true but believes me, being in the service industry requires more than just a pay. It requires that people go the extra mile. It requires that sometimes, the service person forgets about his/her personal emotions in order to satisfy customers.

As the year finally winds down, this is the right time to appreciate the numerous people who work in the service industry. They are brave men and women who deserve that we applaud for them; that we appreciate them. This is the right time to celebrate them for what they have made the company achieved.

This is the time to reward employees for excellent performance. This is the time to organise get-together events with employees. You might think of cash bonus, gifts vouchers, a cash gift etc. Unfortunately, these deliver little in the way of lasting impact. Their benefits are very short term. An excellent way of creating loyalty among your employees is to create an event where you spend some time with them.

A party is a great way to build a sense of team and build stronger relationships in a non-work environment. A good party makes everyone feel better after a good time together. The benefit of better relationships can last years and increase productivity.

Recognizing your employees can go a long way in boosting their morale and making them know that you noticed their efforts in sustaining your business. Celebrate together with your team your company’s achievements and this will go a long way in inspiring and motivating your best performers to continue to achieve higher goals.

Recognizing service people is crucial to boost end of year moral and can provide excellent motivation for the year to come. Whatever type of recognition you choose to do, it will ultimately communicate to your workers that they are valued and an important piece of your business.
Wishing all service people a very happy festive season.

The author is a customer service consultant and the Publisher of The ServiceMag

www.theservicemag.com

http://newtimes.co.rw/index.php?issue=14473&article=5467&week=50

Monday, December 13, 2010

WEEKLY » Business Times » Has Service Delivery Improved in Rwanda?

Has Service Delivery Improved in Rwanda?

The last issue of this year ServiceMag was out last week on Thursday. But before then, a quick survey was conducted in order to see if there is any impact on service delivery since the publication started.

The survey started with a poll on “Has Service Delivery Improved in Rwanda?” 45 percent of voters said YES whereas 33 percent said NO and 22 percent were not sure.

We also received many comments on what should be done in order to see a real visible improvement. I found some of these comments very thought-provoking and
have decided to share with you few.

1. Service Improvement needs humility

Odette works in a ministry and says “let’s face it..we are a very proud people. Service needs people who are humble. If the service provider sees it diminishing for instance to greet a customer, to say please, I’m sorry etc; how can service improve in Rwanda?

2.Service Improvement needs everyone’s involvement

Janvier is a pharmacist and says “there is no doubt that this magazine is a very interesting and very educative one. I am always looking forward for having one. I think in order to really have an impact on service delivery in Rwanda; everyone should have a copy of it; especially people in public institutions. Go to any district office or hospital and you will see that this is still a lot they need to know.”

3. Service Improvement needs more commitment from Government institutions

“The issue of service delivery is a serious one in all sectors of business and I’m surprised that government institutions are not really doing much. Everyone talks about it but no one really does anything tangible to change this.

Sitting there and complaining will not improve customer service. Real actions need to be taken. How many companies take time to train their staff for instance? Thank God The ServiceMag fills this gap but this is not sufficient yet. Public institutions should embark on a serious battle against poor service delivery” says Maggie an employee in telecom.

4. Service improvement needs that people know exactly what is “good service ”

Well; I must admit that service is improving a bit; at least comparing to what it used to be before. Personally, I don’t think people give poor service because they want to. But it is rather because they do not know exactly what “good service” is.

They have been doing certain things certain ways for years and no one ever told them that was a wrong habit. What I love about your magazine is that it does not only say what is bad but it also gives examples of good service delivery.

This actually helps service providers to picture how they are expected to behave. I wish this magazine could become a monthly one offered to all in this industry” says Dieudonné, a hotel manager.

5. Service Improvement needs a collective change of mindset and attitude

“Changing mindset is not an easy thing. It doesn’t just happen like that. Educating people through your magazine is a good action but something else needs to be done in the grassroots level.

In all the small communities, debates on customer service should be done “ Desire ; teacher What of you? What do you think needs to be done in order to see a real change in service delivery? Write to me on sidossou@theservicemag.com and for the coming weeks, I will be publishing your suggestions. Let’s all remember that we are all collectively responsible for service improvement in Rwanda.

The author is a trainer and the publisher of The ServiceMag

Issue 4 of The ServiceMag is out

http://newtimes.co.rw/index.php?issue=14466&article=5402&week=49

Monday, December 6, 2010

WEEKLY » Business Times » Education is the Premise of Progress

Education is the Premise of Progress

Kofi Annan the seventh Secretary General of the United Nations once said that “Knowledge is power. Information is liberating. Education is the premise of progress, in every society, in every family.” I find this quote extremely thought-provoking and so very true. No need to say here that I am proud of this man not only because he comes from Ghana but most especially because of what he believes in.

Education is the basic of development in any society and at all levels. Education no matter the format it takes is an important ingredient in empowering people and developing countries. Education is a basic human right and is vital for the realization of other human rights in accessing broader cultural, social, political and economic benefits.

Education is so much needed especially in our dear continent that when I decided to become a trainer twelve years ago; I knew I would have the best job ever. I knew I could impact on people’s minds, skills and lives.

Your columnist can not describe the sparkle she sees in people eyes after going through her training sessions. And this is probably the main reason behind doing The ServiceMag. For those who do not know, The ServiceMag is a free educational quarterly magazine in English, French and Kinyarwanda distributed among the whole business community in Kigali and in all districts of Rwanda.

Its main focus is to educate and sensitize people on several issues that can help them become more professional and boost their performance. The topics co

vered in the magazine range from Customer Service to Human Resources, Quality, Health, Legal, Finance, Motivation and Personnel development, Sales and Marketing, Environment Protection and many more. The magazine can also be read online on www.theservicemag.com.

When all the 192 United Nations member states and international organizations agreed to achieve by the year 2015 the eight international de

velopment goals (Millennium Development Goals, MDGs) ; this required a central focus of both individual and collective efforts.

There is no way we can eradicate extreme poverty, reduce child mortality rates, and fight epidemics such as AIDS or Malaria, ensuring environmental sustainability without education and sensitization.

There is so much to know. Access to information is capital for all. Knowledge is a requisite to performance. There are so many important educational materials the public needs to know of. If we knew 1percent of what we are supposed to know, we would reach a higher level of development; especially as Africans.

Unfortunately in this part of the world where reading is not part of our culture, efforts need to be done in helping people getting the basics information they need. We at The ServiceMag for instance have decided to make our magazine very attr

active with many photos and simple interesting articles so that people will get “hooked” and get the interest in reading. The next ServiceMag will be out on December 9th.

Education enables people to break out of the poverty trap. It enhances the quality of life and the performance of businesses for people and their community. Building capacity, conducting vocational training and facilitating adult education programs will help boost our economy

.

Your columnist is taking this opportunity to call upon government, diplomatic missions, public and private institutions to help maintain this magazine by contributing with educative articles and by sponsoring it so that more people could have access to it. Let’s just remember that “Knowledge is Power”

The author is a trainer and the Publisher of The ServiceMag

sidossou@theservicemag.com