Customer Service articles by Sandra Idossou

As part of the vision 2020 of Rwanda to become a service oriented country, the government of this great country has embarked on a nationwide campaign on Customer Service.
Customer Service is the lifeblood of any company and thus of every emerging country.

As part of my contribution towards the improvement of Customer Service, I have decided to write frequently articles for the New Times in Rwanda. www.newtimes.co.rw

Every Monday, I share my ideas and insights on what could contribute to good customer service in all areas of service.
Below is the article for this week. I would very much appreciate all your suggestions to make this column become and interesting one.

http://www.newtimes.co.rw/index.php?issue=13815&article=1408&week=09

Ever wondered why customers pay less attention to your business?

BY SANDRA IDOSSOU

I went to this restaurant in Kacukiro with some friends and was approached by Joseph whose manners were brusque. He was extremely slow and made us feel like we were inconveniencing him. Not that he was rude or impolite, but he didn’t exactly exude friendliness. He never smiled and just looked glum. He was there as if he was forced to be there. Our food took almost 50 minutes before being served and to crown all this, the food was extremely expensive. And guess what happened since then? My friends and I have just decided not to go back to this restaurant anymore. The painful side of this experience is the effort the owner had probably put in opening and operating this place. If the type of service we got is the frequent customer service given to clients, the owner should not be surprised to see his business going down. Customer service is about how you constantly look for ways to improve the way your organization does business with its clients. This involves improving your communication skills but also your practices and processes. One of the ways to do this is to examine what makes your customers leave your business. I was recently reading a book and was amazed by the results of a survey that revealed that, 68 percent of customers quit because of indifferent attitude by some employee, 14 percent because of product dissatisfaction and 9 percent because of competitive reasons. The survey also revealed that 5 percent will go because of acquiring new friend, 3 percent will just go and 1 percent because of natural causes, like death. Isn’t it amazing that 68 percent of all lost business results from the indifferent, uncaring attitudes of employees toward customers? Customers go shopping elsewhere because the people who serve them are indifferent to their needs – they just don’t care or can’t or don’t know how to handle the customers. Business owners need to understand that they just cant put anyone in their businesses, just because they are their relatives or fiends. Your front line staff is very capital for your business as their actions, attitudes, and willingness to help are the unique feature that will keep repeat customers. Before putting your staff in contact with the customer, let them understand that customers today are not only interested in the product they are buying but all the additional elements of service that they receive from the greeting they receive when they enter a shop, to the refund and help that they receive when they have a complaint about a faulty product or service that they have paid for. The customer’s perception of good service lies on a great deal on the attitude of the contact staff. With my experience in the service industry, I have found these attitudes contributing to making your customers quit your business quickly: Some of them include chewing gum in front of customers especially when you pop it really loudly, twisting your hair and fiddling with your jewelry, sighing deeply and folding your arms and not making eye contact, or if you do, looking sullen and bored among others. Remember that a dissatisfied customer informs 10 other people so watch out that you are not sending a bad reputation of your business. sandra.idossou@sheiconsulting.com Sandra Idossou is a consultant currently working on customer care projects in Kigali.

Trainings for Ecobank Rwanda Staff

As part of their induction trainings, 19 new staff have undertaken a training course delivered by Sandra IDOSSOU of SHEI & ENZ Consulting on "Sales Techniques and Service Delivery".

The new hires had the opportunity to benefit from this interesting training that prepares them in offering good customer service to Ecobank Rwanda clients.

As most of the new hires will be coming as cashiers, training emphasis was put on how to give a good welcoming and service to all clients who come for various operations.

Part of the topics that interested the participants were;

1. Whys is the Customer important for Ecobank and Myself
2. What is a good Service
3. The expectations of a client at a cashier desk
4. Am I also a sales person?
5. The stages of service
   
6. How to I sell to our clients etc...

At the end of course, a quiz was done and the majority passed the test.
Participants were also awarded certificates and were motivated by the Head of Human Resources Manager Ms NINSIIMA KEVIN who invited all participants to make good use of the training for the benefit of Ecobank, it's Clients, to the participants themselves and to the nation as a whole.

We hope that these new hires will give a good service to improve on the global image of Ecobank here in Rwanda.

Mystery Shopping Survey in Rwanda

SHEI & ENZ Consulting conducted for a Government Agency in Rwanda a series of Mystery Shopping exercices in 43 different companies in Rwanda.

The objectives for this survey was to see the level of service offered to customers. Customer Service is the lifeblood of any company and can have a positive or negative impact on the global image of a Country.

In all 11 segments of business were mystery shopped. They are :

Telecom, Banks, Insurance, Hotels, Restaurants, Health, Transport, Retail, Garages, Filling Stations, Public Services.

Our Trained mystery shoppers went round 43 different companies to evaluate the service and based their evaluation on the following criteria; Arrival, Welcoming, Purchase and Departure.

Eventhough the results cannot be disclosed here, they clearly revealed that from the smal retail shop to the big organization, there is a need to improve on Customer Service. Business owners in Rwanda ought to understand that Customer Service is not an option in their businesses but rather an obligation if they want to retain their customers and remain in business.

SHEI NOW IN RWANDA

Following the multiple demands we have had so far in Rwanda, SHEI has associated itself with a Rwandan Consultant and together have created SHEI & ENZ Consulting.

Anita Haguma who is specialized in Marketing has more than 12 years experience in this area and will be bringing her expertise in creating a performant partnership in Rwanda.

Anita has worked for several years in the DRC, in Ouganda and in Rwanda. She knows very well the Great Lakes Region as she has helped companies achieve critical corporate goals via original, one-of-a-kind customer research and survey. She has in the past developed loyalty programs and motivation programs that had inspired sales forces to sell more and for customers to buy more.

We are aiming at small, middle scale and multinational in helping them achieve their objectives. SHEI & ENZ CONSULTING will continue offering trainings on Sales, Marketing and Quality of Service but this year, we will be focusing more on Customer Service trainings to accompany business owners of this beautiful country improve on their services for the benefit of Rwanda.

With Anita, we will also be working on Market Researches as well as helping companies define Successful Distribution Strategies for their products and services.

Please visit our website us on www.sheiconsulting.com to learn more about who we are and how we can help you. We would welcome the opportunity to work with you. Write to us on info@sheiconsulting.com. We would welcome the opportunity to work with you.

Anita & Sandra

Laureat aux Trophees de la Citoyennete

Sandra Idossou a eu l'honneur de recevoir le 13 decembre 2008 a Cotonou au Benin le Trophé Africain de la Citoyenneté dans la categorie " Qualité de Service".

Cette ceremonie etait l'occasion de découvrir des hommes et femmes d'Afrique qui, alliant intelligence et citoyenneté, contribuent au développement du continent. Le temps d'une soirée, les projecteurs ont ete braqués sur les parcours exceptionnels de chacun des 13 lauréats.

Ci dessou, la description qui a ete faite sur Sandra Idossou lors de cette ceremonie riche en couleurs et en emotions;
" Grâce à votre leadership éthique et votre dévouement à la tête de SHEI Consulting, vous avez largement œuvré au partage de compétences et de méthodologies afin de mener des actions de sensibilisation à la qualité, de former des opérateurs hôteliers à la démarche qualité et d'accompagner les entreprises d'Afrique à leur organisation et compétitivité. Aujourd'hui, SHEI Consulting dont vous êtes le Gérant se présente comme leader à travers ses services qui visent l'amélioration continue des performances des entreprises. Vous avez conseillé de nombreuses entreprises et organisations. Passionné de la Qualité, vous êtes une référence dans le domaine de par vos qualités personnelles et professionnelles adaptées aux besoins de chacun de vos clients. Très pragmatique et orientée sur les résultats, vous aidez les managers des hôtels , restaurants et autres entreprises de service à élaborer des stratégies gagnantes pour favoriser un environnement propice d'apprentissage de leurs collaborateurs afin de les rendre performants pour une meilleure productivité et rentabilité de leurs entreprises"

Les autres categories primees etaient entre autre Solidarité et Action sociale; management moderne des entreprises publiques; Leadership féminin;

Investissement et développement; Média et Education citoyenne; catégorie Civisme fiscal etc

Nous venons par ailleurs remercie tous ceux qui nous ont fait confiance en travaillons avec nous. Ce trophee est pour nos clients qui eouvrent tous les jours pour atteindre la bonne qualite de service pour le bonheur de leurs clients, leur personnel et surtout pour la rentabilite de leurs entreprises.

Novotel Abidjan

Le personnal des Restaurants, Bars, Etages et Réception ont bénéficié du 15 au 20 Décembre 2008 des formations sur les thèmes " Vendre en Hébergement" et "Vendre en Restauration".

Ces formations ont été animées par Sandra Idossou du cabinet Shei Consulting.

Les objectifs de ces formations étaient de donner des outils et techniques simples pour améliorer les ventes et augmenter le prix moyen de la restauration et le chiffres d'affaires de l'hôtel.

Les thèmes abordés étaient entre autre:

• L'Importance de la Vente
• Les mobiles d'Achat du client
• Les Etapes de la vente
• Le Questionnement
• L'Argumentation
  
• Le Traitement des Objections
• La Vente Indirecte
• Les Qualités requises d'un bon vendeur
  

Les 30 Stagiaires sont sortis de cette formations satisfaits et armés pour proposer tous les produits et services de leur hôtel à leur clients

SONARWA

The first leading insurance company in Rwanda, Sonarwa sa has used our services to train its front line staff on Customer Service in september 2008.

Trainings were done by Sandra IDOSSOU from SHEI CONSULTING.

Participants were from the following departments:
Life Insurance
Finance Department
General Administration
Commercial Department
Technical Department

Below are participant's comments:
" Trainings were very interesting and will definitely have a good impact on our services"

" Sandra is a good trainer and should come back and train all Sonarwa's staff"

Banque de Kigali

105 caissiers, changés de clientèle et autres employés ont subi des formations sur la Relation clientèle du 08 septembre au 01 octobre 2008 à Kigali au Rwanda.

Ces formations ont été animées par Sandra Idossou du cabinet Shei Consulting etJean Mukunzi du cabinet Alain Molens & Associates.
Les participants travaillent dans divers départements de la Banque et ont trouvé les 3 jours de formation intéressantes.

Les jeux de rôle, les visites de la concurrence et les enquêtes de satisfaction des clients ont été les moments les plus appréciés.

Les thèmes sur l'Importance du Client, La Relation Clientèle, La Qualité de Service ont suscité des débats très constructifs.

BANQUE POPULAIRE DU RWANDA

As part of their change process, Banque Populaire du Rwanda has embarqued on a Custmer Care training for all its front line staff.

To begin, 50 of oits branch managers, credit managers, customer care managers and cashiers managers have undergone this interesting training filled with lots of practical exersices and role plays.

Customer Care Training for Banque Populaire du Rwanda

50 agents de la Banque Populaire du Rwanda ont suivi une série de formations sur la Relation Clientèle du 22 Septembre au 11 Octobre 2008 au Centre de Formation Iwacu à Kigali.
Cette formation a été organisée dans le cadre du processus de changement de la Banque.
Les 50 participants venaient de 12 branches.

Certains thèmes abordés étaient:

• L'importance du Client
• La Qualité de Service
• Les 9 astuces pour fidéliser le client
• Enquêtes de Satisfaction des Client
• Importance de la concurrence
• Visite de 6 banques concurrentes
• Les Secrets de l'accueil etc...
  

Les participants ont apprécié la méthodologies de la formation; la bonne ambiance et les jeux de rôle avec l'acteur.

Customer Care Training

The first leading bank in Rwanda " Banque de Kigali" has embacked on a Quality of Service journey by training all its front line staff and cashiers on Customer Care.

These trainings are organised in partnership with SHEI Consulting & Alain Molens & Associates.
105 participants from all different branches and cities are participating in this very interesting training.

Participants are given the basics knowledge on Customer Needs, Importance & Satifaction.

Exersices like competition visits where the 6 main commercial banks in Rwanda are visited by participants.

Training on Welcoming for Bancor Staff Rwanda

There were series of trainings on Welcoming for 33 staff working at Bancor/Access Bank in Kigali Rwanda.

Some of the topics were on:

• Customer Experience
• Welcoming on telephone
• Professional Attitudes
• Secrets of Welcoming
• Rules of language

Participants apprciated the customer experience they had and the games.

Mystery Shopping

We can help you understand the quality of service offered to your customers by sending mystery shoppers in your company.

They act as real customers and send you at the end a report.

The Areas of evaluation are:

Decoration & Entrance & First Impression
Arrival & First Contact
Service Staff / Dress code/ Language
Sales attitudes
Departure

This repport will help you know the disfunctionnings of your services.

Presentation of Shei Consulting

Here is a brief description of our activities and references of our firm.

We train staff with a direct customer contact on Sales, Marketing, Quality and Customer Care.

We are definitely good at training because we do our trainings differently. We use a lot of games and viedo material and make sure that participant have a memorable time during training.

We can help your team members develop their potential so as to offer excellent quality of Service.

Just contact us. info@sheiconsulting.com

Dernières Formations sur " l'Image Personnelle"

Shei Consulting a dispensé une serie de formation en Mai 2008 aux responsables d'agences et autres collaborateurs de la Banque Commerciale du Rwanda ( B.C.R) sur l'Image Personnelle.

Cette formation avait pour objectif de comprendre l'importance de son imgae personnelle sur l'impact professionnel.

Les thèmes abordés étaient entre autre:

• 
  1. Identité Corporate de son Entreprise
  2. Importance du Premier Contact
  3. La Règle des 4 X 20 et la première Impression
  4. Code d'habillement
  5. Mariage des Couleurs
  6. Les Règles de maquillage
  7. Démarche, langage et communication non verbale

Les séances de maquillage ont été très appréciées.
les stagiaires ont tiré de cette formation des connaissances qui vont les aider même dans leurs vies privées.

Nos clients

Bonjour à tous

Bienvenue sur le blog de Shei Consulting, cabinet de conseil, formation en Qualité, Ressources Humaines, Relations Clientèle et Marketing.

Nos Clients sont:
Hôtels et Restaurant
Compagnies Aériennes
Agences de Voyage
Banques
Compagnies d'Assurance
et toutes les entreprise de service