Boosting your Sales through your Contact Staffs

http://newtimes.co.rw/index.php?issue=13962&article=1817&week=30

CUSTOMER CARE: Boosting sales through contact staffs
by Sandra idossou

Last month, my mum arrived here and told me of her extremely first positive experience at the Kigali International Airport.

She had wanted to buy some drinks at the duty free shop and when she entered the shop, the lady welcomed her with a big smile and availed herself to her.

Even though mum could not find the exact drinks she was looking for, the sales lady insisted that she tries other types.

Apparently, the lady was professional enough to convince mum to buy something different from her initial plan. And as Mum later on admitted; it was the friendliness and professionalism that made her buy.

I personally think that sometimes sales people don’t imagine how effective their attitudes boost their sales.

When we talk of sales, we need to understand that it is not only people in shops who sell. This is because we are all in sales. Anytime we try to influence someone’s actions or thoughts, when we are selling.

I have often gone to companies that spend huge money on advertising and branding of their products only to let down by the staff.

Advertisement alone is not enough if you do not take time to train your staffs on selling techniques. Your front line staff should be trained in such a manner that cordiality and hospitality become their first minimum required assets.

Here below are some selling principles for all contact staffs.

1. Acknowledge straight away your clients

Whether you will be ready to provide service in one or twenty minutes, an early acknowledgement says “I’m glad to see you and I value your coming here. We will help you as soon as possible. Thank you for your patience.”

Your acknowledgement is often just an eye contact, a smile or a hand gesture. How many times have you walked in a store and you weren’t acknowledged? How did you feel?
Eye contact is a very powerful form of acknowledging the customer.

2. Ask your customers how you may be help to them

A customer who enters your shop doesn’t come because he is bored at home. He comes because he has a need. Be interested in your customers and inquire about their needs. Learn to ask questions and listen carefully. Respond appropriately.

As a sales person, you become a consultant to the customer as you can advise and even suggest new products unknown to your customers.

3. Then serve the customer without wasting time

Any other issue should wait while the customer is right there in your shop.

Your conversation with your friends; your chat on messenger, your papers works etc should all be put on hold while you are serving the customers;

And please, avoid dragging your feet. Be energetic and fast. No one wants to waste too much time today. Remember Time is Money….even in Rwanda.

4. Thank your customer

This is often forgotten or neglected. Service staff should thank automatically all their customers for coming to do business with them.

Thanking the customer means that you appreciate his patronage. Wish them a good day and invite them to come back again.Even if they didn’t buy, still be pleasant with them while they are leaving your shop. This positive last impression will bring them back.

I’m sure that if you put these principles into practice, you will see the results on your bottom line.

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

sandra.idossou@sheiconsulting.com

Courtesy implies Grooming

CUSTOMER CARE: Courtesy implies good grooming standards

BY SANDRA IDOSSOU http://newtimes.co.rw/index.php?issue=13955&article=1785&week=29

With last week article on Courtesy, I had another reader who was concerned about standards of good grooming. Though we have in the past done an article on First Impressions, there is according to him, a real need to emphasize on grooming standards as unfortunately, many still neglect them. Apparently, James went to this bank on Friday and the service lady was dressed as if going to the night club. She had very tight jeans revealing her string. Probably, some of the male customers were happy for that free show but James wasn’t sure they all found her dressing professional. There was also this male cashier in sweatpants as if going to the gym. I know of this general rule of casual dress down on Friday but business owners need to define clearly to which extent their staff could go casual. Does casual mean shabby, dirty, untidy, torn, sexy, wrinkled, frayed or unprofessional? Traditionally, certain professionals such as bankers have to uphold the image that they are serious about their work, especially since their work involves handling customers’ money. Normally, clothing that are worn to go to the lake, the market, garden, nightclubs, exercise sessions, and sports are not always appropriate for a professional appearance especially in corporate and administrative companies. Courtesy as we described last week was everything that we do in using accepted and appropriate manners and behaviors towards people we dealt with. These manners are also seen in the way we are dressed and groomed. Her Majesty Queen Elizabeth says that “Dress gives one the outward sign from which people in general can, and often do, judge upon the inward state of mind and feelings.” Service people should know that good grooming accounts for 55% of impact on their first impression. It is therefore not just enough to have just a bath. Good grooming values our appearance and shows how courteous we are towards ourselves and other people. Below are some areas of Good Grooming standards that should not be neglected: Body odor This is a constant source of turning away potential customers. It is most often caused by improper hygiene; sometimes, it may just be a sickness that needs to be dealt with. If you have friends or colleagues who have this problem, do inform them as most a times, they’re usually the last ones to be aware of their smelling problems. Bad breath This is another big issue!! Please take time to brush your teeth well. Remember the smell of coffee or cigarette is not always a pleasant one. Try to gargle and use frequently a breath freshener especially after lunch. Hair Your Hair should be shampooed very often as this keeps it clear of dandruff. Men, your face must be clean shaven at all times and not only on Mondays. Ladies, please wash your braided hair frequently to prevent them from smelling especially if you keep those braids for a longer period. Remember that untidy hair does not inspire any confidence or indicate a sense of orderliness. Hands and nails These should be clean, short and well cared for. Please ladies, make sure your nail polish is not peeled and chipped. It is better not to any nail polish than to have it half chipped off. Makeup and jewelry For those who wear makeup, this should be lightly applied. Your make up for the office should be different and lighter from the one you put on for a dinner party. Jewelry should be limited and discreet. Footwear You would be surprised at how many people judge you by your shoes!!! Your Shoes count for a lot in your outfit. Sloppy and scuffed shoes with worn heels will ruin the look of your outfit. Do go for comfortable shoes. Men need to wear good clean socks, polished and comfortable shoes. Please consider the color of the socks and match them to the color of your trousers. Dark trouser should go with dark socks. No white socks please! They are for tennis. Mickael Jackson’s white socks on a black pant are no more in vogue. Always remember that the more professional you are groomed, the more credible and competent you will appear to others. Good grooming manners are a sign of courtesy and respect towards yourself and others. Decide today to pay more attention to these little details and you will send positive good impressions of yourself and of your business. The author is a customer service expert currently working in Rwanda. sandra.idossou@sheiconsulting.com

Common Courtesy in Service

http://newtimes.co.rw/index.php?issue=13948&article=1765&week=28

CUSTOMER CARE: Common courtesy in service

BY SANDRA IDOSSOU

This is part of an email I received from Anita, a dear reader of The New Times.

“Dear Sandra, please write about this issue we all face on courtesy. It just seems as if many service providers don’t know what it entails. I went to this company and as I was dealing with the staff, someone came in and this guy just forgot that I was sitting right in front of him. He chatted and laughed for a long time while I was sitting there waiting for him to finish. And to make matters worse, when he finished, he didn’t even apologize. I have the impression many people are brought up never being taught how to be courteous especially while dealing with customers.”

Well, just like Anita, we all have one way or the other suffered from the lack of courtesy from service providers. Today, good manners, common courtesy and polite attitudes have declined in most of our societies.

Courtesy is defined as using accepted and appropriate manners and behaviors. It is generally a component within the customer service strategy of any organization and is therefore very needed in all human encounters but here, I would like to talk about the three sides of courtesy.

1. Courtesy to your staff as an owner or director

In all its forms and styles, courtesy behaviors should be hailed by everyone from the CEO of an organization down to the cleaner.

Common courtesy makes you the General Manager greet your staff in the morning or thank them for bringing your tea or water to your office. Courtesy is simply a sign of respect and civility towards people we deal with.

Erastus Wiman says that “Nothing is ever lost by courtesy. It is the cheapest of the pleasures costs nothing and conveys much. It pleases him who gives and him who receives, and thus, like mercy, it is twice blessed”

2. Courtesy from the customers to the service staff

The next time you find a queue, please learn to respect it. Do not jump on others or disrespect the other customers waiting to be served.

Do treat the service staffs with respect and talk politely to them. Do not undervalue them. Learn to say please and thank you to them. Note that people who behave courteously are known as ladies and gentlemen.

Once in a while, we often have something like an appraisal meeting with our home staffs. The last time we had this at the end of the year, we seized the opportunity to thank the cook and show him our appreciation.

Our cook was just shocked with this and he told us, he was just doing his job and never expected us to thank him. But for us, that is courtesy and consideration.

3. Courtesy from the service staff to the customer

Courtesy behaviors are those small gestures that define how thoughtfully you treat your customers on a daily basis.

It is expressed as a wide range of respectful behaviors and positive attitudes such as arriving early at work, using a friendly smile (even over the phone), using Ms, Mr and people’s last names, maintaining a neat appearance and using proper, moderate language, stopping whatever you are doing when talking to customers and showing listening skills (attentiveness) and being courteous in all interactions regardless of circumstances.

It also includes treating all your customers with respect irrespective of their social statute, class, origin, color, height, dress standards.

Avoiding chewing gum or picking on your teethes of nose in front of your customers, keeping your promises, apologizing to the customer in front of you when you have to pick up the phone, using frequently words like please, excuse me, thank you, I’m sorry and yawning, coughing and sneezing by covering your mouth and using a tissue, handkerchief or hand.

Common courtesy counts because it conveys caring in little ways and causes the giver to act thoughtfully and the receiver to feel treated with consideration. This will definitely impact on your customer’s loyalty.

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

Sandra.idossou@sheiconsulting.com

My Excellent Customer Service Experience in Ruhengeri/ Rwanda

CUSTOMER CARE: My customer service experience in Ruhengeri

BY SANDRA IDOSSOU

Last week end, I was at the Kwita Izina ceremony at Kinigi and on our way back, we decided to have lunch in Ruhengeri.

Because of the poor services one usually receives in many restaurants in Kigali, I was initially apprehensive about this idea. But believe me, I was blown away by the quality of the service at Muhabura Restautant.

Many people start their restaurant ventures without putting too much emphasis on excellent customer service. This actually holds the key to success as it forms the essence and lifeblood of any business irrespective of the industry.

All business owners need to ensure that their businesses stay profitable by striving for repeat customers. They need to make first time customers happy so they will come back and also tell others.

In my case with the Muhabura Restaurant in Ruhengeri, I know for sure that I’ll talk about this positive experience to many people starting by you dear reader (and I know you will also talk about this restaurant to your friends).

Though I don’t know the owner, I’m sure my comments and those of other customers are the best and free publicity this restaurant could get.

So here below are the things that made me have such a wonderful and memorable customer service.

The general environment

This started with the cleanliness and general lay out of the restaurant; the music, the décor and the fresh flowers. If you have a restaurant, you need to make sure that the decoration is appealing and attracting.
Watch out for the dust of those artificial plants you have (though I really can’t understand why some use them in a country with so many fresh and beautiful flowers).

The washrooms

This is a very crucial element in creating a first good impression. Many customers first go to the washrooms before ordering their food.
What they see in those washrooms make them imagine how hygienic your kitchen is. I have always wondered why the washrooms in this big hotel in Kigali are never clean. They are always leaking, with basically no tissue or dryer for hands.
What struck me at the Muhabura Restaurant was the fact that there were permanently staffs walking around the washrooms to make sure they remain clean and spotless.

The professionalism of the staff

This implies the personal hygiene of the staffs. As customers, we don’t want to be approached by waiters who smell bad. If you are a restaurant owner, make sure that after the setup and mise en place, your staffs take either a shower or freshen up before service starts.
Deodorants are a must because the restaurant job is a physical job that makes your staff sweat.

The reception In any good customer service, SMILE is the most important element. The essential attributes of cordiality, warmth, friendliness and affability are all enshrined in the radiance of a ‘SMILE’.

At Muhabura Restaurant, the two waitresses we met were always smiling. They just seemed happy to be there or at least happy to serve us.
We were also impressed by the ability of the staff in speaking basic English and French.

The buffet

What I appreciated on the buffet at the Muhabura Restaurant was the variety of the dishes. There were fish, chicken, beef and pork.
I have often disliked some buffets in Kigali where you have many sorts of vegetables with only one animal protein….in most cases, it is only beef and when you don’t eat beef, you have no other alternative.

There is also no need having a kilometric menu if you cannot provide them. Limit your menu to items you can provide. Just make sure that what is written is available.

Departure
This is the last impression that completely blew me up at the Muhabura restaurant. The staff saw us off and opened the car gate for us by wishing us a safe journey and inviting us to come back again.

Wow, we unanimously exclaimed.

Exceptional customer service keeps people coming back and is the most important aspect of your restaurant business, perhaps even more important than any other thing.

Train your staff and motivate them by offering them a positive and conducive working environment. They will then be able to offer memorable moments such as this to your customers.

By following these basic rules you will gain a reputation that will help your business grow and prosper.

sandra.idosou@sheiconsulting.com
The author is a customer service consultant currently working in Rwanda

http://newtimes.co.rw/index.php?issue=13941&article=1746&week=27

THE POWER OF EMPATHY

http://newtimes.co.rw/index.php?issue=13934&article=1729&week=26

CUSTOMER CARE: The Power of Empathy

BY SANDRA IDOSSOU

Lately, one of my mystery shoppers was given a complicated form to fill at one of the big service providing companies in town. This document was so difficult to comprehend even for a university professor and he almost gave up when suddenly; the service person came to his rescue.

She asked with a big smile and helpful voice if she could help him out. She then took her time and explained each session of the document. After that, he was able to fill easily this document.
How he wished this was a true story but unfortunately, this just happened in his dream…the fact is that the lady at that counter was chatting with someone on the phone and discussing her personal matters with no focus on him as a customer.

When he tried to interrupt her, the look she gave him just sent him cold. After finishing her long conversation, she simply told him that the questionnaire was in English and French and that he should try harder to understand it by himself, or take it home and look for help.

Have you ever had such an experience when you think the service person doesn’t care about how you feel?

Or even as a service provider, you have probably shown a lack of empathy to some of your customers? When we talk about putting ourselves in the shoes of our customers, do we really understand what this entails?

Empathy is the ability of being in the customers shoes so as to understand them better. Whether for selling, for the retention of our customers, for handling complaints or even diffusing conflict, empathy helps and is needed in all service interactions.

Customer Empathy is the art of seeing transactions through the customer’s eyes. It’s being able to think ahead about the customer’s fears, anxiety, and trying to understand them.

This means that as service providers, we need to sense our customers’ feelings and perspective that will enable us to take an active interest in their concerns.

My friend Bea works in one of the banks in town and when she has customers whose salaries or transfers have not been positioned on their accounts, they will keep on calling her.

She feels bad for them and imagines how she herself would feel if she had to wait for a transfer. Though she is not the person directly in charge of transfers, she will be behind her colleagues until she finds a solution for her customers.

That’s empathy because Bea makes interactions with her customers emotional.
As good customer service is all about dealing with customer’s’ hearts, empathy enables the service provider to connect and establish rapport and creating a sense of bonding between him and the customer.

What prevents many people from being empathetic is their inability to come out from their “boxes”, their “rules and regulations”. The truth is that in most customer service cases, we are able to find alternatives for our customers’ demands.

Empathizing with your customers can be seen verbally with sentences such as:

• “Yes, I can imagine this is not easy, please let me help you.”

• “I’m sure I will be upset too, if that happened to me.”

• “That is really frustrating. I can understand how you feel.”

• “ I know or recognize how it feels to wait for that long”

• “I understand your concern”

• “ I see why you feel that way”

• “I’ve been there so I know how you feel”

As service people, we have a privilege of creating long term relationships with all the people we interact with. So, listen carefully.

Look inside your customer’s hearts before you respond. Then, respond with kindness, thoughtfulness, and understanding. You’ll be rewarded with trust, friendship, and loyalty.

Remember this quote by Bonnie Jean Wasmund” People will forget what you said, people will forget what you did, but people will never forget how you made them feel”

The author is a Customer Service consultant currently working in Rwanda. She can be reached at sandra.idossou@sheiconsulting.com.

The importance of non-verbal communication

http://newtimes.co.rw/index.php?issue=13928&article=1713&week=25

CUSTOMER CARE: BY SANDRA IDOSSOU

Good communication skills can help in both our personal and professional lives. Even though verbal and written communication skills are very important in our businesses, experts say that a great amount of our daily communication is based on our non verbal communication.

Most of us know that non verbal communication is usually the process of communication through sending and receiving wordless messages.

It is important because it is seen through our gestures, our body language, our personal space, our hairstyles, our position vis-à-vis others, our postures and even in our facial expressions or our eye Contact.

Sometime back, I walked into a cosmetic shop around the Union Trade Center in town and the way the service lady looked at me clearly sent out the message that I had come to disturb her and her colleagues.

She took more than 5 minutes to walk towards me by dragging her feet. The way she talked to me and even the manner in which she handled my order made me feel that I should have chosen another shop instead of hers.

There is this story about the presidential debate of Richard Nixon and John F. Kennedy in 1960 where people listening via radio awarded the victory to Nixon while those watching the debate on television awarded the victory to Kennedy.

This was explained by the fact that though President Nixon had very persuasive words during the debate, he was more tensed, was sweating and was quite uncomfortable.

On the other hand, President Kennedy was looking very athletic and charming and was able to convey a positive and convincing body language during that debate.
Since that incident, researchers have demonstrated that a message is perceived in 3 different ways:
55 percent visually by body language

There are very little details about our body language that have an impact on how other people relate to us. Our body language communication is also seen in the way we shake hands with people down to the intonation of our voice.

Have you already seen yourself walking? How do you carry yourself? Do you walk as if going for a catwalk or as if forced to be in that office or shop?

Eye contact is an important part in non verbal communication. It is often said that you have to listen also with your eyes. It means looking at people in the eye when talking to them.
When you fail to do that, it can seem as if you are evading or trying to hide something. This, of course doesn’t mean that you should stare at people.

38 percent by the voice

Your tone of voice can convey a wealth of information, ranging from enthusiasm to disinterest to anger. Studies done show us that the percentage of understanding that is gained from the spoken word is considerably lesser than the meaning that people gain from listening to a person’s tone of voice.

Your voice becomes then an essential element in communication that should be bold, firm and enthusiastic. On the telephone, the voice should even be clearer.

7 percent by the Words

We need to note that the same words will be interpreted differently by each different person. This implies that no two people will attribute the exact same meaning to the same words. Let’s then be concise and clear with simple words when speaking to customers.

Service people should remember that their body language sends lots of message about themselves. Note that everyone speaks at least two languages….your Body and your Verbal language.

Your dynamism is seen in the way you walk; talk, smile and move. Please try to always send a positive image on yourself through your non verbal communication.

The author is a customer service expert currently working in Rwanda. She can be reached at sandra.idossou@sheiconsulting.com

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