Customer Training for The Rwanda National Police

On Thursday June 11th 2009, the Rwanda Development Board organized a workshop on Customer Care for Rwanda National Police.

Training that attracted more than 80 officials of the RNP was facilitated by Sandra IDOSSOU.

The workshop started with a presentation on The Impact of Poor Customer Service on the Economy of Rwanda by Gloria Lwakabamba of the Institute Political Analysis and Reserach ( IPAR). This presentation showed cleary that Customer Service can have a positive on the GPD of this country if people in all sectors of service improve their customer service attitudes.

After Gloria's presentation, Amin Gafaranga in Charge of Customer Service at the RDB also made an introduction on our Survey he carried out on the perception of the Police by citizens here in Rwanda. His presentation showed that there is a gap between the perception of the Police by citizens and what the Image the Police wants to send out to Citizens.

After these 2 presentations, I carried out the training session on how best the police could offer better customer service.

Some of the topics we talked about where:

1. What is Customer Service at the Police

2. What are Citizens expecting from the Police

3. The Role of the Police

4. Importance of Welcoming and First Contact with Citizens

5. Attitudes and Professionalism

6. The 9 Ingredients for a Good Customer Service by the Police.

I was very much impressed by the presence and contributions of the Commissionner General of the Rwanda National Police Madam Mary Gahonzire and by the Deputy CEO of the RDB, Ms Clare Akamanzi who participated very much in this session. Both stayed till the end of the workshop. This clearly shows how important Customer Service is to both organizations as well as to the Country in whole.

At the end of this session, the RNP officials appreciated the workshop and invited that more of such be organized for other government and public institutions.

Can good customer service be achieved by public servants?

http://newtimes.co.rw/index.php?issue=13920&article=1694&week=24

BY SANDRA IDOSSOU

Some weeks ago, the Ministry of Local Government organised training for local authorities about good governance. I was asked by the Rwanda Development Board (RDB) team to make a presentation on Customer Service.

There was an interesting question on how best government and district authorities could do customer service, which made me realise that many people still think that customer service is solely destined for businesses in the private sector.

Maybe as a civil servant, you are also thinking that you don’t have “customers” in your line of work. Think again about this. Everyone has someone who needs their help at some time; whether in a post office, at the tribunal, at the hospital, at the district sector.

According to the TenSteps definition, customers are defined as “The person or group that is the direct beneficiary of a project or service. The people for whom the project is being undertaken (indirect beneficiaries are probably stakeholders)”.
In this case, it is not necessarily a buying person who is a customer and customer service is a requisite even in government institutions and in the public sector.

There are people who probably do not deal directly with outside customers. If you serve people, they are your customers. If you have to take care of people’s land issues, they are your customers.

Even though these customers might not be paying you directly, you are there for them. As a public servant, your salary comes from the tax payers (the local people you serve).

We can recognise the efforts that are being made today in many companies to improve on customer service in Rwanda. Almost everyone is aware of the need to change our mindset and attitude.

But much as the private sector is trying to raise the bar for customer service, citizens and people coming to Rwanda are expecting the same level of service from government institutions. We all want to be able to navigate through the complex bureaucratic maze to obtain services without too much hassle.

In most public institutions, customers today are often treated like a nuisance. Most of us have come to believe that outstanding customer service is just a dream impossible to realize especially in the public sector. It is high time this changes.

Some tips that should help civil servants offer a better service include treating the citizen “customer” with respect because they pay your salary, respect the opening hours of the administration.

If you have to go out for an outside assignment, let your people know the time you will be back. You should also take time to understand the citizen’s issue and offer suggestions for resolving issues, be patient and compassionate while remembering you are there to serve.

“Never stop serving your customers. They’ll love you for it.” Be empathetic and try to come out from your “boxes” so that you can understand the need of your customers. Sometimes, you are just too stiff with rules and this may prevent you from helping a customer.

Also with today’s electronic capabilities and widespread internet facility, government institutions can have many more opportunities than ever to provide good customer service. They can provide useful websites with downloadable forms for instance.

A good example of this is the internet system at the Immigration service that allows customers to track their visa applications directly on internet. With just a click, you can follow up your visa application.

This prevents one to have to spent money, time and energy to go to the immigration to check. Achieving customer satisfaction is a key priority for any good service provider and Rwanda’s civil service should be no different.

Customer service has the objective of ensuring that all clients – the public – receive the best customer service possible. And remember customer service is not just destined to foreigners or the “Bazungu” visiting Rwanda. It is a sign of care to all your fellow Rwandans and in that matter to all your customers whether black, white, small or tall.

The author is a Customer Service expert currently working in Rwanda.

sandra.idossou@sheiconsulting.com

Rolling out " A red Carpet" for your customers

Monday, 1st June 2009


CUSTOMER CARE: Rolling out a ‘red carpet’ for your customers

BY SANDRA IDOSSOU

For my ongoing painting exhibition, we had to use the services of Imprimerie de Kigali for photo covers. Even though paper covers is not the main business of this big company, we were impressed to see such professionalism.

The staff was attentive to our request. They took time to understand our needs. They wrapped all the documents with care and when we arrived to collect them, they thanked us.
The whole order was just for 3000 Rwf but we were so impressed by the way the team made us feel important even for such a small amount of purchase.
Have you also come across situations whereby you felt so important by the way the service person treated you?

Customer service is all about dealing with people and their self esteem. Customer service is a people business and it is important for service people to know how best they can make their customers feel important, happy and loyal to their businesses.

Here below are some tips.

1) Acknowledge all your customers. Customers can see when the service person is busy. But all they want is to be acknowledged as soon as they enter your shop or office.
Just show them a little sign that you have seen them and they can wait for you. A smile, a look and maybe a hello will do. Or a “We’ll be with you shortly” will go a long way.

2) Try as much as you can to use your customer’s name. Using your customer’s name make them feel good. In a bank for instance or even in many service providing companies, customers always give documents bearing their names such as their passport, identification card, driving license or credit card etc… Do not just take these documents without reading the names. Please use them. “Mr Ndahiro” is certainly better than just a mere “Sir”. This makes the customer feel known and important.

3) Ask for your customer’s feedback. Customers always have an opinion on the services and products you are offering them. They see your services differently from the way you do as an owner or a worker.
Do not assume that if your customers still come to your business, it is certainly because they are happy with your services.

In most cases, it is just because they are waiting for a new service provider.
The day a competitor comes in town, they will simply run away from you. You need to have ‘Customer Satisfaction’ boxes and conduct frequent customer satisfaction survey.
Just ask your customers for instance if the product they bought the previous time was satisfactory to them. This gives your customers the chance to tell you what they think. And for the customer, he will just feel good about the fact that you ask his opinion.

4) Respect the customer. If you promise to call a customer back in 1 hour or to have his order ready in a week, please respect that promise.
If for one reason or the other, something comes up to prevent you from respecting your promise, just call them back in time to inform them. Do not leave your customers hanging. It is always a sign of courtesy that makes them feel important.

5) Thank the customer: I don’t think this is only me but I like being thanked by service people for shopping or doing business with them. It just makes me feel good and appreciated.
It shows that I hadn’t come to disturb. And I have noticed this at the Kimironko market from my vegetables seller. At the end of each purchase, she will thank me, wish me a good week and invite to see me again the next Sunday.
I always leave eager to come and meet her again the next week. And I really don’t think I’m alone in this case. Most of us like to be appreciated and a simple “Thank you” can make wonders.
Like a celebrity arriving in your shop, decide today to roll out the red carpet to your customers and make them feel like stars and you will see the impact on your reputation and your bottom line.

sandra.idossou@sheiconsulting.com

The author is a Customer Service expert currently working in Rwanda.

http://newtimes.co.rw/index.php?issue=13913&article=1674&week=23

Customer Complaints

http://newtimes.co.rw/index.php?issue=13906&article=1656&week=22

CUSTOMER CARE: Dealing with Customers’ Complaints

BY SANDRA IDOSSOU

I’m presently organizing a painting exhibition and had to use the services of a printing company for the posters. At the reception of my order, I realized that the colors on the invitation cards were different from the posters. When I called the company, the only thing the service person was able to tell me was to see and talk to his boss. He didn’t even attempt to apologize. He just didn’t show any care, concern or empathy. Customer service is also when things do not go on well. Mistakes do often happen and this is the stage where service people need to be able to transform a complaining customer into a loyal one. It is often said that “customer complaints are the schoolbooks from which we learn”. Complaints actually help us to know the things that need improvement so that we can work on them. They are a real good source of correcting our mistakes. Customers who complain rather do us a favor by telling us what goes wrong. There are many customers who will not say anything about the poor services they receive but will go on and talk about their bad experiences to 10 different people who will also tell other people. Just imagine your reputation! Unfortunately, many service people unknowingly cause customer complaint situations to escalate and below are some tips to help you solve them professionally. 1) The customer is always right! (Even when they are wrong!), it is important to understand that there is no need arguing with the customer. Research shows that 7 out of 10 customers will do business with you again if you solve a complaint professionally. Getting in your last words may help you win the battle, however, even if you win the battle, there is a good chance you will lose the war.

2) Listen to the complaint. This means allowing the customer to speak without being interrupted. Don’t assume you already know the problem. One particular way of showing the customer that you have understood his problem is to repeat or rephrase his complaints. For example; “What I hear you saying is that, the colors of your order isn’t exactly what we agreed on. Is that right?” 3) Offer an apology Whether the problem was caused by you or someone else in the company, it is all the same the fault of the company and you represent that company! You need to owe the complaint and offer an apology. Never defend or justify. The customer is not interested in how or who is responsible for the poor service. 4) Offer a solution. The main reason why a customer brings to you his complaints is because he/she wants a solution. Too many excuses do not solve the complaints. Just offer him an alternative solution. As says Donald Porter, “Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong”. And in my case with the printing company, I was lucky enough to talk to the manager who was professional enough and who offered to do again the whole printing process. And today, I have become an advocate for this printing company because I know that in case things go on wrong, they are able to fix it. 5) Thank the customer at the end for having complained Why? With the simple act of complaining, your customers are telling you, “I care about your business”. They are giving you the opportunity to solve the problem so that they can come back. Thank them for giving you a second chance. Always try to rectify the problem because it is in your company’s best interest to solve any problems and try to make sure that they do not happen again. Complaints should help your company to initiate a corrective action. sandra.idossou@sheiconsulting.com The author is a customer service expert currently working in Rwanda.

IFC Business Edge Certification

After going through a rigorous Training of Trainer of 5 Days at the Serena Hotel in Kigali, Sandra IDOSSOU has been certified by IFC (International Finance Corporation), a World Bank Program. This certification will allow Sandra Idossou with other 19 trainers to be able to conduct IFC Business Edge Trainings.

Trainings were held from May 11th till May 15th and were conducted by a very good master Trainer Marc Nielsen.

During the Tot, we were thought training methodology and BE standards. The IFC Business Edge Trainings is a world-class training system, that provides practical solutions for small & medium-sized businesses. Backed by IFC and delivered by certified local trainers, Business Edge™ sets a new standard for business training in developing countries. The program was rolled out in the Middle East since 2004.

IFC’s Business Edge ™ aims at improving the business performance and competitiveness of firms and creating jobs in developing countries. This is achieved by strengthening the management skills of SMEs and middle managers of larger firms, providing them access to Business Edge ™ practical training solutions. Business Edge ™ consists of management training products in five topic areas (HR, Marketing, Finance, Operations and Personal Productivity Skills), based on international curricula and adapted to the local business context. It also includes products to build the capacity of its local franchisees and certified trainers, to ensure the quality of the training delivery.

The Business Edge Trainings have about 36 different modules and in Rwanda, we are launching the BE with at the moment 11 trainings modules on all the areas of management.

CUSTOMER CARE: Eight ways to improve your phone etiquette

BY SANDRA IDOSSOU
This article is to respond to Ernest’s question on how to improve on our telephone etiquette.

The telephone is often the first point of contact for most businesses yet many people seem to ignore its importance.

It is a customer service tool that is necessary not only with existing clients but most especially for potential customers. It doesn’t matter whether the caller is a new customer or an established one, how the phone is answered and how the caller is handled should be done in a professional manner.

The last time I called a certain big company in town; I had a first impression that I had dialed a wrong number. It was just a “hello” without any greeting. I could barely hear the person’s voice.

There was no enthusiasm in the person’s voice. Strangely, I felt that the service person was irritated and busy doing hundred other things at the same time.

Excellent customer service is about creating a good first impression by making your callers feel welcome, excited and valued through the phone.

Today, as we very often use our mobile phones for our businesses, we need to be extra careful when responding to calls with numbers we do not know; the callers might be potential customers who will straight away form a first impression of ourselves and our businesses.

Phone answering skills are therefore critical for all and at all times. The following tips will ensure that your callers know they are dealing with a winning and professional business:

1) Make sure all incoming phone calls are answered before the third ring.

2) While answering, be warm, enthusiastic and smiling. Your voice at the end of the telephone line is often the only impression of your company a caller will get. Smile can be heard on the phone and it creates a warmer impression of friendliness. It really does make a huge difference.

3) Welcome all your callers courteously and identify yourself and your organization. Identifying your organization makes the caller feel straight away that he is at the right organization. Say, for instance, “SHEI Consulting Good morning, how may I help you?”

4) Articulate distinctly with enough volume the words you use on the phone so that they can be understood. Remember on the telephone, a message is understood by 80 percent by your intonation and 15 percent by your words. Your voice here is the most powerful tool. As the caller doesn’t see you directly, your voice makes him imagine who you are.

5) Control your language when answering the phone. Don’t use slang or jargon. Your callers don’t understand your technical words used in your area of business.

6) Write down telephone messages completely and accurately. Our memory on the phone is shorter so if we do not write down messages, we might forget them rapidly.

7) Before putting someone on hold, let him know why. And don’t leave callers on hold for a long time without explaining the progress reports very often. Offer callers choices if possible, to either be on hold or call back.

8) Always thank the caller at the end of the conversation and wish him a good day. The way you finish a call is just as important as the way you start it. This is actually the last impression that the caller will keep of you and your business.

Don’t be in haste to hang up before the caller.
Remember that the telephone is a powerful tool that can market your business and services. Handle it professionally and always try to give an impressive conversation.

sandra.idossou@sheiconsulting.com

The author is a customer service expert presently working in Rwanda.

www.sheiconsulting.com

http://newtimes.co.rw/index.php?issue=13899&article=1637&week=21

Mindset & Attitude

http://newtimes.co.rw/index.php?issue=13892&article=1614&week=20

CUSTOMER CARE: Mindset and Attitude

BY SANDRA IDOSSOU

There is an ongoing poll on The New Times website titled “What do you think is the solution to Rwanda’s poor Customer Service?” As I went through the results this morning, 30 percent of voters said the solution is training while 62 percent of readers advocated for an attitude and mindset change.

I agree with both groups of voters as customer care is all about attitudes and skills. Training and attitude change go hand in hand for service improvement.

In today’s global economy, managers and employees need to develop both their skills and behaviors to become more effective in serving their customers.

An attitude of serving people is very often the heart of good customer service whereas training emphasizes on the development of the skills to do so.

The issue about mindset and attitude is a frequent one that is often raised by many readers. We all recognize that it is the source of the problems affecting our businesses today and certainly also our bottom line.

It is high time we all look for ways of adopting positive mindset as we are collectively responsible for the improvement of customer service in Rwanda.


The last time I entered a post office in town; the lady was filling her nails and was in a hurry to finish with me so that she could continue polishing her nails.

Another time I went to this filling station, I had such a good service that for the past two months, I will always drive there to have my petrol though I have a nearby filling station next to my house.

The difference between good customer service and bad customer service is often just a simple single word: Attitude! As Winston Churchill says, “attitude is a little thing that makes a big difference.” Positive attitude can be described as an open and helpful state of mind or feeling towards a customer.

It is how we perceive and receive the customer. A good mindset in most cases helps the service providers to create a bond with customers.

Some of the causes of negative attitudes can be traced in areas of general low motivation of service providers. Many staffs still don’t make a link between the customer and their salary.

The fact is that they never think like an owner or a manager. Most of them are just there waiting for their salary without figuring out how the money comes in at the end of the month.

The attitude change will come if service providers understand the benefits of good service to themselves. Customer care has lots of advantages for the service people as well. The attitude change begins in our minds.

If we continue to allow negative thoughts about the customer, the boss, the colleague, the salary or even the weather to dictate to us, we will stay imprisoned to poor mindset and attitude.

A service provider with a positive attitude will always attempt to help, even if sometimes he doesn’t have all the answers.

If he can’t help, he will find someone else to intervene. On the other hand, a staff with a negative attitude will see a request for help as a bother or something that interrupts his/her work.

The good thing about mindset is that we are not born with it. We often chose it. Attitude is always under our control. It affects every encounter we have with people.

It is what makes customers wanting to shop with us or not. Our Attitudes can either be our greatest or worst asset. If we decide today to improve on it, we can see the change in our relationships with our customers and in our income.

“Attitudes are nothing more than habits of thoughts, and habits can be acquired. An action repeated becomes an attitude.” Paul Myer quotes.

Let’s all commit ourselves today to adopt positive attitudes for the benefit of our businesses and of our nation.

The author is an expert on Customer Service, currently working in Rwanda.
sandra.idossou@sheiconsulting.com

Sandra's Painting Exhibition

Sandra IDOSSOU from SHEI & ENZ Consulting is organizing a painting exhibition from May 28th till June 7th at the Laico Hotel Umubano (ex Novotel)

“Never be afraid to try something new. Remember, amateurs built the ark. Professionals built the Titanic.”

Life is all about starting continuously new things that challenge our comfort zones. Painting has always been a passion though never been to an art school. The first step into painting started 5 years ago after passing through difficult health challenges in Dakar, Senegal.

Sitting on the bay of the Yoff beach, I watched young artists painting and decided with the help of Celine, an artist friend from Corse(France) , to take my first brush and canvas to bring out this hidden talent in me.

Since then, it has been an interesting journey painting mainly for friends and relatives.

Rwanda is such a beautiful country that it has inspired and encouraged me to paint more and to prepare for my first exhibition.

Come and discover a variety of acrylic paintings with collage and photographs showcasing the beauty and lifestyle of Rwanda and Africa.

sandraidossou@yahoo.fr

Tel:+257 78 878 15 62

IFC CERTIFICATION

Sandra IDOSSOU has been part of a team of 17 consultants in Rwanda who went through the IFC Train of Trainer Course and who got certified to deliver the IFC Trainings in Rwanda and in the region.

The training was falicilated by Seth Fletcher who came down from Washington to faciltate this training program.

The IFC SMETOOLKIT will offer business management information and training for small businesses / small and medium enterprises (SMEs) on Accounting and finance, business planning, human resources (HR), Marketing and Sales, Operations, and information Technology (IT).

The SME Toolkit is made up of a wide range of how-to articles, business forms, free business software, online training, self-assessment exercises, quizzes, and resources to help entrepreneurs, business owners, and managers in emerging markets and developing countries start, finance, formalize, and grow their businesses.

The SMEToolkit is deployed in 19 Languages, in 30 Countries and in 7 AFfrican Countries and we are priveledged to have Rwanda as the 8th country to benefit these online training tools.

IFC (www.ifc.org) fosters sustainable economic growth in developing countries by financing private sector investment, mobilizing capital in the international financial markets, and providing advisory services to businesses and governments.

IFC helps companies and financial institutions in emerging markets create jobs, generate tax revenues, improve corporate governance and environmental performance, and contribute to their local communities. The goal is to improve lives, especially for the people who most need the benefits of growth.

CUSTOMER CARE; ARE HOSPITALS CONCERNED?

http://newtimes.co.rw/index.php?issue=13885&article=1597&week=19

CUSTOMER CARE: Are hospitals concerned?

BY SANDRA IDOSSOU

Lately I have received quiet a number of feedback, comments, suggestions and questions on the Monday articles on Customer Service.

I must confess that I’m happy many people enjoy reading them as it is a clear sign that together, if we all put in efforts, we can in one way or the other improve on the image of customer service in Rwanda.

For this reason, for the coming weekks, I will be responding to some of your questions. The last I received was “how can health care people be part of the customer care campaign?”

This question is interesting in a sense that many people still link customer service the private sector alone. In today’s economy, the public services, government institutions and every single company that deals with customers need to improve on their services.

We can all agree that going for a good meal in a restaurant, or shopping in town is often our own personal decision and choice. But unfortunately, going to a hospital or a health center is never a joy. It is often an obligation.

We wish we didn’t have to. But when we are sick, we have no options than to go and seek medical attention.

Customers in hospitals are defined as every patient, family member, visitor, who comes for whatsoever reason they have. In addition to offering very good medical care to patients, hospitals and health centers are supposed to be good at customer service.

By customer service, I mean making the patient’s experience a positive one while in that hospital. Patients need to feel welcome and cared for. It also implies helping patients and their family members navigate through the difficult moment in a health center.

Last time I went to this hospital in my area at Kibagabaga and was so much impressed by the cleanliness of the place. The greenery and the benches in the gardens made me think for a second that I was in a recreational center.

This environment gave me such a peace of mind that even before meeting the doctor, I was less anxious.

You might think that the environment is not the important thing we look for when we go to a hospital but believe me it is an essential element in caring and curing patients.

A clean and spotless environment makes you feel better. I’m sure you don’t want to go to a hospital that is dirty, where the nurses and doctors have stains of blood in their blouses.

Hygiene is actually one of the pre requisites of all health centers.

Here below are the elements that can contribute to good customer care in health centers:

Greeting and welcoming; Medics need to know that they have to greet customers and if possible introducing themselves by their name to their patients.

As patients, we do not want to wait for hours before someone takes care of us. We don’t want to be ignored.

A quick first contact reassures the patient that the hospital will provide directions or assistance when necessary.

Avoiding noises; One of the things that contribute to patient’s peace of mind is the quietness of a hospital.

Staffs should avoid shoes that make noise, telephones with loud ring tones and loud conversations in the corridors.

Keeping patients’ confidentiality and privacy; Customer service care in a hospital requires that the staff knock on patients’ doors for instance before entering. This should be the minimum to protect the dignity of patients.

It is also important that staff protect and keep confidential all the healthcare information concerning their patients by avoiding disclosing them to outsiders.

Improving on communication; As patients, we appreciate when health staffs listen carefully to us by focusing on us and checking for understanding.

I don’t know whether you have also noticed that doctors and lawyers are the people who ask the most of questions before making a diagnosis.

In a hospital, patients don’t want to be numbers or cases. They want to be assured that their ailments are well understood by the people who need to take care of us.

Though we acknowledge the fact that health people have a tedious and stressful job in dealing daily with our difficult and complicated health issues, all we want from them is to show empathy and care.

Ends

Consumer's Role in Customer Service

http://newtimes.co.rw/index.php?issue=13878&article=1582&week=18


CUSTOMER CARE: Our role as consumers
By Sandra Idossou

In Rwanda’s vibrant economy today, there is competition almost in every sector and many business owners are putting in much effort to advertise their companies. There are lots of billboards, flyers, brochures, posters, radio advert all around town boasting and praising the benefits of products and services. Lately, I came across this advert that said, “we are the only ones that can offer you such unequal service”.

As I went to try those services, I was so much disappointed with such a huge gap between the promises we get from business owners and the real service offered to us.

As consumers, do we have to keep quiet and “suffer” without saying anything? I think we have a responsibility in today’s nationwide campaign on customer service. Businesses exist because of our patronage and we need to be more demanding by refusing mediocrity.

Whether in a restaurant, a retail shop or in a government institution, we have all experienced a poor customer service and we need to begin thinking more seriously about how we can help organizations rise to meet our demands.

Here below are some tips on what could be our contribution as consumers:

1. Give feedback to the service provider
The only way for business owners to get a true reading of their company’s customer service is to have our feedback not only when we are satisfied but also when we are not. This means complaining when the service is poor.

Our feedback helps business owners to know the things that are not going on well. If you go your bank and have to wait for 2 hours before getting your own money, let it be known to their supervisors or managers.

If you buy products that turn out to be faulty or experience unsatisfactory services you have paid for, do not keep quiet and accept that.

There is actually nothing wrong in complaining so far as we do it professionally by remaining calm and polite.

2. Change your service provider if his service is poor
Customer retention is often measured in repeat purchases and this plays a massive role in driving profits for any business.

If we are not satisfied with the services we get, we should go to another service provider. Thank God today there is competition in Rwanda, and in most cases we have choices.

If we boycott the poor service providers, they will start thinking about improving their services. Why go to a restaurant and pay lots of money for a terrible service and still decide to go back there? Change, because there are many other restaurants in town.

We really have to know that we are kings and queens that business owners should treat as such. I particularly like this quotation, “There is only one boss.”

The customer, according to Sam Walton can fire everybody in the company from the chairman down, simply by spending his money somewhere else.”

3. Respect the service people
It is not because the staffs we meet are serving us that they are inferior to us. It is their job and we need to give them a minimum of consideration. If they do not greet us, nothing prevents us from greeting them.

Note that the service person’s attitudes frequently reflect that of the customer. If you show them respect, they will equally show you respect.

Do not underestimate, devalue, look down upon them, hail or yell at them as if they were your house boys (even though you need to show some minimum of respect to the people who watch over you, your house, your food, your children so that you can have the peace of mind that allows you to be productive in your job)

I know of Consumers Associations in other countries that protect and educate consumers by helping them know their rights. Until such associations come up in Rwanda, let’s try and put these tips into action and we will be surprised of the results.

sandra.idossou@sheiconsulting.com

Article: Dealing with our Emotions

http://newtimes.co.rw/index.php?issue=13871&article=1571&week=17


CUSTOMER CARE: Dealing with our personal emotions
Sandra idossou

I traveled last time and met again Peace, this flight attendant who was as usual all smiles.

It’s always a joy meeting her on board as she is always very friendly.

She will have a pleasant word with most passengers especially during long hour flights.

During one of our chats, she explained to me that she is a mother of two children.

That fateful day, one of her kids was not feeling well when she was leaving home.

When I asked her how she manages to smile and be so friendly, her response amazed me “this is me at work and I have to carry on my job with a smile even if I am sad inside me, when I finish here, I will take back my role as a worried mum but for the meantime my passengers have paid for my smile”

Recently the whole nation went through a mourning period. Genocide survivors are still passing through a difficult moment while remembering lost ones.

I particularly have a deep thought for all Rwandans but most especially for customer facing working people This is a challenging period for service people who are supposed to be friendly, enthusiastic, smiling and excited as requires their job.

Yes we all in one way or the other have been affected by the loss of people or friends and this period of mourning is a sorrowful one.

This month, many will be sad, worried, devastated, shocked or angry. Others will be scared, confused, cheated, destroyed, guilty, exhausted, physically and emotionally traumatized or simply just empty.

Obviously, no word could ever describe the pains that most people have gone through.

But life continues and in any encounter with clients, service people can chose to remain sad by allowing the horrible past pull them down.

They can also chose to deal differently with their emotions by looking forward and doing things that can improve and build Rwanda.

Building Rwanda will need us to build today a positive thinking that will create positive attitudes in us.

If we decide to think positive this month, our mindset will become positive and so will be our attitudes. Let our words and actions expand and extent to positive attitudes.

The powerful thing about our mind is that, it is like a bank account. If we deposit in it positive thoughts, it will help us move forward.

Remembering the past is painful, yet the bright future of Rwanda lies in our hands today. Dealing with our emotions is not a simple matter.

But we can handle our emotions professionally if we are able to make a difference between our personal lives and the role we are playing as service people.

Actors have what they call their “concentration time” before going on stage. It is a psychological gymnastic whereby they are able to picture themselves in the role and completely forget who they really are.

This helps them to leave their personal problems and emotions somewhere in the corner of their heart so that they can adopt a new mindset for the role they need to play.

Take the decision this month to start your day with Peace, spend it with Peace, fill it with Peace and end it with Peace.

Let’s remember that most of the people we are serving this month have also their own emotions to deal with. Offer them today a smile and you can be sure that they will appreciate it as goes this quote “If someone is too tired to give you a smile, leave one of your own, because no one needs a smile as much as those who have none to give”.

www.sheiconsulting.com

Why Train on Customer Service?

http://www.newtimes.co.rw/index.php?issue=13860&article=1553&week=15
CUSTOMER CARE: Sandra idossou: Why I am a trainer of ‘Customer Service’

Last week I helped a new Rwandan consulting firm that was organizing its first training on Customer Service.

It was a three day training course held at the Top Tower Hotel in Kigali and was attended by 15 participants from 5 different companies.

Frances Kazarwa, a participant from OCIR THE had this to say “ I never knew I will have that much to learn in just 3 days and I really wish that all Rwandans in business will undergo this course so that together we can all improve on the image of service in this country.”

We can all agree that providing good customer service is not a simple thing as it involves many people in the chain of service delivery. This starts with the receptionist who takes the order, down to the person who sells the product or the driver who delivers it.

In most cases, there are more than 3 people in this chain of service delivery. Achieving good customer service is being able to give satisfactory service throughout all the links of this chain.

Last week Janet gave us the example of this poor customer service she experience at the German Butchery at MTN Center.

The cashier didn’t greet her, didn’t offer her a smile and didn’t show that she was happy that Janet had shopped in her shop.

It is true that in the past, no one complained about this lack of good service but with today’s economic environment, good customer service is a must. Business owners need to educate their staff to be equally as concerned about customers as they themselves.

This nation-wide campaign should involve everyone and not only the 10 member committee that was appointed last month by government.

If you think you’ve got no time to train your staff for what so ever the reasons, then you are completely losing so much. Your staff needs training to be productive.

Your best products in the world are just going to stay on the shelves and get dusty if you don’t support them with customer service training for your staff who have the power to make them look “better” and “more attractive” than at the competitor.

Of course, the best trainings will be done often by you on the working field but this need to be planned and done correctly. For instance, set a day and a specific time where you and your staff will discuss on this subject without any interruption.

Better still, hire a professional trainer who will use games and other productive materials to make your staff understand the importance of good customer service and what is in it for them, the client, the company and the nation as a whole.

The adult learning principles indicate that the approach and manner in which a training is conducted are as important as the content itself.

Sitting in a class for a week with a trainer who has no practical experiences on customer service can actually slow down the learning process.

Trainings should be with less theory but lots of real life experiences adapted to the local environment of Rwanda.
Participants to my trainings usually appreciate the sessions with Jean Paul, the professional actor that I bring in to make them see and act like real customers.

Being in the customers shoes usually creates a great deal of empathy, confidence and excitement for participants.
After training, make sure you follow it up. Monitor your staff and help them put into practice what they learnt.

Assess the changes and keep correcting your staff until they adopt new and positive habits on customer service.

Take the decision today to invest in your people through effective training and this will definitely have a positive impact on your bottom line.

The writer is a customer care expert currntly working in Rwanda

sandra.idossou@sheiconsulting.com

Was Ghandi a Customer Service Guru?

http://newtimes.co.rw/index.php?issue=13850&article=1533&week=14

CUSTOMER CARE: Emulating Gandhi, as a Customer Service Guru



Sandra Idossou

Today as a lot is being said about customer service in Rwanda and with the Indian investors in the country at the moment, I would like to share with you this quote that has been attributed to Mahatma Gandhi which I first read about 9 years ago.

Because of this quote I have always been amazed how in 1890 Gandhi could so very well have understood the importance of customers.

Though Gandhi never worked in retail or owned a store, he truly believed that serving customers is the reason for any enterprise. I wish all shop owners will print this boldly for their staff.

“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.”

This quote is very apt to any service related organization whether commercial or otherwise. And today to reach the Rwanda’s ‘Vision 2020’, this should be applied not only in the private sector but also in public services.

Every one should understand that if it were not for the patrons or customers or whatever they choose to call them, no business could exist.

In the modern world where many become very system orientated these words are required to be often repeated to keep not only the front office people but also the back office staff, focusing on their primary objective.

When asked to define “customer service”, most people get a puzzled look on their eyes.

Does customer service defy definition because it is so warm and fuzzy that it must be experienced rather than quantified? Is customer service purely subjective? Does it exist only in the eyes of the beholder, or is it an objective entity that can exist independently of the person?

I asked some of my friends here in Rwanda, particularly Janet, Bea and another called Gerald, about their perception on customer service and this is what they say:
“Customer service is when the cashier greets me when I come in front of her/him with my purchase then I am thanked for shopping with them.

Not like this last time I went to the German Butchery at the MTN Centre where the cashier didn’t utter a single word to me,” said Janet.

Gerard said, “ Customer service is when the taxi driver meets me at the airport, politely ask me where I’m going to, open the door for me, put my bag in the coffer, then drives me safely without putting the music so loud nor conversing his private matters on his phone while driving.”

“Customer service is when my mechanic garage owner tells me that my car will be ready at 4pm and he respects his promise or calls me to inform me when there he finds any difficulty servicing the car,” says Bea

For me customer service is any contact between a customer and a company that can cause a positive or negative perception to the customer.

Last week in training, I had a very interesting question by Epa who wanted to know if customer service was a right, an advantage, an option or a privilege for the customer?

We’ve all heard that in today’s economy, good customer service is more than just a competitive advantage, it’s a necessity. If businesses in Rwanda provide outstanding customer service, this will definitely increase customer satisfaction and obviously the growth of this nation.

The writer is a customer care expert currently based in Rwanda

sandra.idossou@sheiconsulting.com

Customer ServiceTrainings

The Inspire Management Institute of Kigali, in partnership with SHEI & ENZ Consulting have organized a training session entitled " Customer Service Attitude".

Trainings were held at the Kigali Top Tower hotel and had 15 participants from diverse companies such as RWARRI, FOND D'ENTRETIEN ROUTIER, MUTARA, OCIR THE, IMPRIMERIE NATIONALE DU RWANDA, UTEXRWA.

Trainings started on March 24th and finished on Thursday 26th and were facilitated by Edgar Ogao from IMI and Sandra IDOSSOU from SHEI & ENZ.

We were so prividged to have members of the media cover the closing ceremony that witnessed the managers of participants companies as well as directors of IMI.

Training Certificates were awarded to participants who were very happy to have benefitted from these trainings and who invited Rwandan business owners to send all their staff to such trainings.

This is what was written in the press this morning


http://newtimes.co.rw/index.php?issue=13848&article=14555

15 train in customer care
BY SAM NKURUNZIZA

15 participants from five different business institutions Thursday completed a three-day training on creating a good customer service culture.

The training was jointly conducted by Inspire Management Institute (IMI) and experts from a local company Shei and Enz consulting firm.

The participants were drawn from Mutara Enterprises, Utexrwa, Road maintenance Fund and Imprimerie Nouvelle du Rwanda among others.

Officiating at the closing ceremony, IMI’s Director, Vianney Shumbusho, urged the beneficiaries to put into practice the lessons acquired if they are to benefit the companies they work for.

“If the level of business in Rwanda is to improve, we need to raise the quality of our customer care to international standards,” Shumbusho said before rewarding each with a certificate of merit.

Edgar Ogao who has previously trained over 200 people, underscored the need to bridge the skills gap in Rwanda, pointing out that in the next three years, poor customer care will be a thing of the past.

“Such trainings to motivate workers have started with the private sector but soon the public sector will also be brought on,” said Ogao

He revealed that more trainings in various fields like human resource and consultancy, salary survey and recruitment, leadership and management were underway.

Moses Nturo, one of the participants hailed the organisers of the study meeting and said he had learnt a lot from the sessions over the three days.

“At this rate a country which aims at developing with maximum spirit and minimum delay, the training could never have come at a better time than now,” Nturo who is also sales manager of Mutara Enterprises said.

In a bid to instil the culture of good customer care, the government has set up a ten-person Customer Care Task Force headed by Claire Akamanzi, one of the deputy CEOs of Rwanda Development Board (RDB).

Corar Rwanda Trains its Staff

Following the demand of the Management of Corar sa Rwanda, a training on Customer Service has been organised for 21 staff for 2 days from March 20th till 21rst at the Centre National de Pastorale Saint Paul de Kigali.

The title of the training was “ Welcoming is a State of Mind ” and its objective was to give practical welcoming knowledge to participants that will help them improve on their customer service attitudes.

The participants came from the following departments: Life, Car, Sickness and IARDT.

They were from the following agencies: Nyagugogo, Remera, Gitarama, Gikongoro, Butare, Kibungo, Gatuna, Ruhengeri, Bymba, Cyangugu and Kigali Head Office

Participants enjoyed the training, participated very much and the group dynamic had a very positive effect on their learning process. Training was done with less of theory but with numerous practical exercises.

This is a participant feedback the day following the course

" Good morning Madam,my names Uwimana Isaac,i'm one of the Corar staff which was following the training in costumer care at saint paul,i would like to thank you very much because you did something which was needed in our daily job.so congratulation and i think you will continue helping people of rwanda in that matter.

my self i think after getting this training i'm gonna do better in welcoming client and other people knowing that ( the client is the reason of my existance in Corar),thank you so much,be blessed.

Isaac from Corar Gitarama"

This is another participants feedback

" Bonsoir Sandra! C'est Patrice, un des participants à votre dernière formation sur l'Accueil des clients! Encore une fois, permettez-moi de vous dire Merci pour votre travail de grande consistance et une méthodologie appliquée! Vous avez été professeur, non?

Bonne soirée et courage, le marché est encore vaste!Patrice."

Customer Care implies Employee Care

http://newtimes.co.rw/index.php?issue=13843&article=1512&week=13

OPINIONS: Customer care implies employee care

BY SANDRA IDOSSOU

There is this particular bank that whenever I go to, I have the impression that the staff is enjoying being there. They look smart, happy and enthusiastic. I kept on wondering what could be the magic potion offered to these staff until I met the managing director and his management team. They all look like a bunch of family members and friends working together. They call each other by their first name and employees have easy access to their managers. Do you treat your employees the way you want them to treat customers? Most business owners do not, yet they expect their personnel to excel when it comes to offer friendly customer service. I have noticed that employees who are unhappy on their jobs are most often those who display negative attitudes to their customers. They respond to customers with the same attitude they receive from their managers and supervisors. During one of my training sessions in Kigali, some staff of a big company told me that they start work at 7am and finish at 2pm or 3pm. During that period, they do not a lunch break and have to wait till they finish their duty before leaving their desk. The amazing thing is that they are in direct contact with customers and need to be friendly, smiling, available etc Do you think it is reasonable to ask these service people to give outstanding customer service when they are hungry? Do you know the adage “a hungry man is an angry man”? If you want your employees to deliver a good level of service to customers, you will have to show them a minimum of caring. Below are some of the actions that can create a favorable working environment for your staff and a positive customer experience for your clients. Hire the right people and pay them accordingly. If you want outstanding customer service, you will need to look for people who are able to have a positive impact on your business. Don’t just put anyone in contact with your clients because of the meager salary you want to offer. Develop a hiring procedure that focuses on attitude and not only on technical qualifications especially for your customer facing employees. Focus on attributes such as creativity, friendliness, enthusiasm and always remember this adage “Hire for attitude, train for skill” Train your staff and offer orientation programs for new hires. I met Florence in this big company who didn’t know the name of her Managing Director. She was recruited 2 weeks earlier without any prior induction training. There is also Felix at this nice and new hotel in Kibuye who couldn’t tell the number of rooms they had. And also James at this hotel in Gisenyi who couldn’t give the phone number of their sister hotel in Kigali. Examples like these are so many and all show the lack of induction training. It is important to take time for induction and explain clearly to new employees what the company expects of them. Let them know the company’s vision, history, targets. Don’t just throw your new employee right in the water and see how well they swim. Create an environment where your staff feels respected. A positive working environment will make your workers feel valued and good about coming to work. Your presence in front of your staff should not only be to blame, humiliate, reprimand, disrespect, judge them. If you want them to respect your customers, let them see that you also respect them. Recognize your employees for exceptional customer service and acknowledge their effort. Make your working environment be a fun and energizing place that your staff will look forward coming in every day. Regardless of your industry, if you want your customers to experience good service, you must set the example and live by it. Remember your employees will do what you do and not what you say. Greet them warmly with a smile and they will definitely do the same to your clients. And this will positively impact your bottom line. sandra.idossou@sheiconsulting.com www.sheiconsulting.com

The 4 x 20 Rule in a first Contact

http://newtimes.co.rw/index.php?issue=13836&article=1491&week=12

OPINIONS: Customer Care: The 4x20 Rule in a first contact

By Sandra idossou

Most of us have very often heard the statement, “you never have a second chance to make a first impression.” Whether you work in an established customer service company or in a small retail shop around the corner, it is essential for all service people to create a first positive impression with customers the first time they enter their shops and offices. The first contact starts with the cleanliness of your shops as well as with your personal appearance. The orderliness of your desk, shelves, environment shows how methodological you are. Have you ever sat on the chair in front of your desk to see what your clients see when they sit in front of you? All service people should learn how to create positive, lasting impression and pay attention to the 4x20 rule. The 20 steps As we explained last week, your appearance is your image and is the first thing the customer notices. It is therefore important for service people to dress up according to the standards of their businesses. Understand what professional dress code means. It is not all the dresses you have that can be worn to work. Have you also noticed people here in big companies wearing flip-flop sandals and clothing that reveals too much their cleavage? Many people think that business dress down on Fridays is an occasion to dress up shabbily as if going to the market or to the night club. Service people should always look neat, smart and professionally dressed even on Fridays. The 20 cm of your face It is important to take care your face, your body odor, your hair, your make up etc… The last time I went into this Internet café in town, the service person was nice but had an incredible bad body odor. Service people should not neglect their personal grooming. Always strive for consistency, look good and smell good. Deodorants are a must, as they help keeping body odour at bay. Also after lunch, please make sure you do not have a bad breath to avoid your clients running away when you open your mouth. The 20 first words Delivering good customer service begins with good communication. Your greeting with a smile should tell the customer, “I am glad you’re here!” I have often had debates during training sessions on who should be the first person to greet. A friendly greeting by a service person immediately disarms the clients and sets them at ease. It sets the tone for the rest of the interaction. A lively voice shows your dynamism. The following words are probably the most important words that every service person should use in all encounters: ‘Good Morning’, ‘How may I help you?’ ‘Thank you’, ‘Gooodbye or have a nice day.’ The 20 first seconds Smile when you meet the customer. Your sincere smiles can melt the coldest hearts. So let it be the first sign of welcoming to your client. For those who handle many customers in a course of a day, remember that every customer deserves the same courteous treatment. Take care of each customer in a professional manner whether it is at 8am or at 4pm. If you are in bad mood, the customer will sense it and feel very uncomfortable with you. This might make him get a poor image of you, your company and maybe the country as a whole. Remember the image of Rwanda lies also in your hand. The writer is a customer care consultant currently working in projects in Rwanda. sandra.idossou@sheiconsulting.com

My first Article in the Rwandan New Times

http://www.newtimes.co.rw/index.php?issue=13795&article=13003

Outstanding customer service

BY SANDRA IDOSSOU

Customer service is the cornerstone of a solid, thriving business. It costs more than five times to get a new customer than to maintain the satisfaction and loyalty of an existing customer. Companies struggle to cut costs without realising that customer attrition might be the single largest cost they have. Keeping customers happy has the same bottom line effect as cutting costs. Increase your customer retention by 5%, and you could increase your profits 25%. But you won’t get there by providing “average” service. The last time I entered a furnishing company down town around UTC, I had the impression that I was disturbing the lady. She was lying on one of the couches, chatting on her phone and did not even offer me a glance. After 3 minutes looking around, I walked out and she never noticed my departure. I asked myself if this lady knew why she was there. Do you think she makes the link between the customer and her salary at the end of the month? I usually buy tomatoes at the Kimironko market and have been very impressed by Janet who will always welcome me with a big smile to show she is pleased to see me. And guess what? I buy my tomatoes only from her. What a difference a smile makes in helping customers feel welcome. And what a striking contradiction it is when someone asks, “Can I help you?” while their expression says, “Go away, you’re a nuisance” or better still “why didn’t you go to the next shop?” Every shop owner and every front line staff should know the Chinese proverb that says “a man who cannot smile should not open a shop”. To many organisations however customer service is one of the most challenging and neglected areas of management. For customers, the quality of customer service determines whether to buy, and particularly whether to remain a customer. The customer has to feel good about doing business with you and happy enough to pass positive feedback to others. Think for a moment how you yourself behave as a customer on an occasion when poor customer service or an unhappy exchange with a sales person has driven you to leave, even if the quality and value of the product or service itself is broadly satisfactory. Considering the Vision 2020 of Rwanda, it is important that people from all areas of service understand the impact of customer service on the global image of this great country. And this should start from airline companies, the immigration service, the hotels and restaurants etc down to taxi drivers, the hair saloon, the internet café, souvenir shops, filling stations and all public services. Rwanda business owners looking to thrive should invest in customer service training by a professional trainer who will have the methodology to pass on the message. Contact: sandra.idossou@sheiconsulting.com

This week's article in the New Times

http://www.newtimes.co.rw/index.php?issue=13829&article=1450&week=11

OPINIONS: Rwanda’s ‘good service’ vs ‘first impression’

By Sandra idossou

Last week as we were conducting mystery shopping for an agency here in Rwanda, I went to one of the big insurance companies to inquire about medical insurance. As I entered this office, I was straight away approached by this lady who welcomed me warmly and gave me a sit asking me to wait for her colleague. Though the man was busy with other clients, he offered me a smile. Few minutes later, he came in and apologized for the waiting time, then said to me “It is a pleasure to have you here, how may I help you?” WOW! What a good welcoming! When a customer calls or goes into an office or a business, the first person they talk to represents the entire company. To the customer the service person is the company and in this case of this insurance company, Theogene was this company. A good first impression gives straight away a positive impact to the client’s relationship with your company. On the other hand a poor first impression can sometime end the relationship right there. Even though a bad first impression can sometimes be corrected, it surely takes a lot of effort. Therefore, it is important to aim at great first impressions every time you encounter a customer. Speaking of first impressions, we have all seen examples of this in our personal lives. When we meet someone new their appearance, tone of voice, manners all have a very big effect on us. On the other hand, it is wrong for customer service professional to make assumptions about customers by judging them by their appearance or how they speak. So do not underestimate nor minimize the client you think doesn’t seem to be important. Every person who walks into your shop is a potential client and every customer deserves the same courteous treatment. First impressions in most cases will start with the telephone. The last time I recorded a phone conversation I had with this receptionist in one our hotels here in Kigali. I just couldn’t imagine calling such a big hotel. But then telephone etiquette is such a big issue that I will have to write another article solely on this. Apart from the telephone, there is a rule that is called the 4x20 that reveals the stages of a first contact. It starts by saying that a first contact starts already when you are at 20 steps from someone. The 20 steps: Did you know that when you first meet someone, the other person will have formed an initial impression of you, based on how you look, how you move and even how you walk? Your dresses reveals a great deal your personality. Contact Do not forget that one piece of clothing can give you the image of instant credibility. I have seen people in some of our big banks here dressed as if going to night clubs, to markets or even to the gym. But then here are the 20 seconds: Always make eye contact with the customer the first second they come in. Even if you are with another customer or on the phone, make eye contact and acknowledge that they are there immediately. A simple gesture tells the new person that you have seen them and will be right with them. Sandra Idossou is a customer care expert currently working on several projects in Rwanda sandra.idossou@sheiconsulting.com

Are you a service Person

http://newtimes.co.rw/index.php?issue=13822&article=1427&week=10

by Sandra IDOSSOU

My friend Pelagie who lives in Remera will always go to this hair saloon in Nyabugongo. When I asked her why she drives all the way to that saloon, her answer was as simple as this: “The staff is friendly, they know me very well and always give me the best service”.

I don’t think Pelagie really gets an exceptional service in this saloon but the fact is that most of us chose a company depending on the customer service attitude of the staff that takes care of us.

The last time I talked to Felix who had just moved from one of the banks in Kigali to another, he proudly said, “guess what, my clients have followed me here”.

This clearly shows the power of the service staff whose primary responsibility is to “be the company” in the eyes of the customer.

During my training sessions, I’m frequently asked the following question: “What should be the main qualities of a service person? “

A customer facing person is first of all a ‘people person’ who likes interaction and who has a great deal of emotional intelligence. He is an outgoing person who can easily link up with people. If you are shy and unable to talk to people, I really don’t see how you could be in a job where you deal every time with people.

For me, a customer facing person’s first assets should be a smiling face and a positive mindset.

A smiling face is definitely an important feature that every customer facing person should have. It shows the customer that you are happy he has decided to enter your shop instead of the one next door.

A positive mindset helps you to understand how important the customer is to you and your business. You don’t see the customer as an “extra job” or someone who is coming to “disturb” but rather you know this quotation by Henry Ford that says “It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages”.

They understand that the client is “MONEY” not just for their companies but for their pocket.

In every interaction with customers, customer facing people can choose to provide a level of care that is exquisite and build big “emotional bank accounts” with customers that will keep them connected to their businesses and keep them happy while they come back.

Customer facing people should set an intention every day to be the best they can be at their work. They should find joy in the job they do and be proud of it.

They should be enthusiastic and excited about dealing with customers. If you walking nonchalantly by dragging your feet as if forced to be in that office or shop, you are definitely not giving a good image of yourself and your business.

Of course, sometimes the customer is wrong, sometimes he is mean, sometimes he tells lies, and sometimes he drives you crazy.

But being right or wrong is not the point. The job of a service person is to be so skillful that even if the client is wrong, angry, nasty or just having a bad day, he has the ability to turn a bad situation into a better one.

A highly skilled customer facing person is a magician, able to transform and diffuse difficult situations into good ones.

A customer facing person is like an actor performing on a stage because service is not like a manufactured good that can be made ahead of time and put on the shelf. It happens in the moment, as needed by the customer.

Just like an actor, there will be days when the service person doesn’t feel good but has to act “as if” he was. It takes a great performance to swallow one’s personal problems and give a good service.

The actor knows that the spectator has paid for the “show” and he needs to offer a good performance.

Really think about the good things about being in a customer facing job. Appreciate the power and opportunity that rest in your hands. You are so lucky to be in a job where you can easily market yourself.

So make the commitment today to be the best you can be and have fun doing a good work.

The writer is a customer care expert currently working in Kigali, Rwanda