http://newtimes.co.rw/index.php?issue=13990&article=1941&week=34

CUSTOMER CARE: Excerpts from the Customer Care handbook

by Sandra idossou

This is to respond to many readers on my last week article on the Customer Care handbook that was launched by the Private Sector Federation and sponsored by the Rwanda Development Board (RDB).

Many wanted me to give them more insights about this interesting book. In response to the many questions I received, I would like to share with you, dear readers some excerpts.

For the purpose this handbook, I spoke to some business people in Kigali to have their statements on why customer service was important to their businesses.

I was privileged to talk to Business owners, managers, government officials and even to my tomato seller at Kimironko Market.

The variety of the panel who gave their statements clearly showed that customer service is a national issue.

This indicates that customer care is not only for the private sector people. Rather, it involves every actor in the economy of the country; from public sector down to retailers and big organizations.

Out of the 12 declarations I got for the book, I will like to share with you some few ones.

Page 6: What some entrepreneurs in Rwanda say about Customer Care

“Customer Care is important for us in the health sector because it reassures and comforts our patients right from their first contact with us.

It makes them reassured and know that they can count on us,” Dr Diane Gashumba, Director of Muhima Hospital.

Mary Gahonzire, Deputy Commissioner General Rwanda National Police said, “Service Delivery ought to be done professionally.

The people we serve are our customers and we ought to treat them well. Policing, Service and Customer Care are all three inseparable.”

According to Janet Kayitessi, Tomatoes seller at Kimironko market, I have to welcome very well all my customers so that they will always buy from me.

I need to show them that I appreciate their patronage. “We are in business because of and for our customers; they are the drivers of our product and investment decisions.

Customers are the reason we are,” Andrew Rugenge COO MTN Rwanda said.
“We want our customers to feel good in our saloon because we want them to come back and talk good about our services to others.

There are many salons in town but it is the way we handle our customers that make the difference,” said Claire Nkulikiyimfura Owner Keza Saloon UTC Kigali

“Good quality customer service is when a client leaves our bank with a smile on his face and will have no reservations at all in returning to us for his next transaction or recommending the bank to others,” said Daniel Sackey MD Ecobank Rwanda

We can all agree from these statements that Customer Service is important for all but unfortunately miracles will just not happen if nothing is done.

One essential element of reaching the expected level of service delivery in Rwanda is through constant education.

First, the staff but also as consumers we don’t have to accept mediocrity or poor service anymore, especially if we pay for it.

As President Kagame often says when you go to a restaurant and the service is poor, sanction the service provider by not going there anymore.

For me as a customer and probably for all of us, the deciding factor in shopping in a particular shop is the quality of the customer service.

The coke or beer I’ll buy in a restaurant is the same in every other bar or restaurant in town.
The only difference is the service around this beer; the ambiance, the décor, the professionalism and friendliness of the staff etc…

If we do not get good service in one particular bar, let’s go elsewhere.

There are choices today. So dear customer, you have the right and today the obligation to sanction poor service delivery in Rwanda.

Concerning the staff, start today their training by offering each of one of them this new handbook on Customer Care. I can assure you that it is resourceful material that will help your people in contact with customers.

The 46 pages book is written in English and Kinyarwanda and is a must read book targeted at all service people.

Equip today your staff with the basic knowledge they need so that they will be able to offer excellent customer care to your customers.

If you want them to take good care of your customers, do take care of them by offering this handbook to all your team members. You will be the beneficiary of this kind gesture.

The author is a customer service consultant working in Rwanda

sandra.idossou@sheiconsulting.com

My Customer Care Experience at the Expo

http://newtimes.co.rw/index.php?issue=13983&article=1909&week=33

CUSTOMER CARE: My ‘Customer Care’ week at the Expo

by Sandra idossou

This week has been quiet an interesting one. I spent very good time at the International Trade Fair at the expo ground at Gikondo. I could feel in the air the excitement of exhibitors.

This excitement was not only due to the promotion of exhibitors’ products but also, I think to a large extent, to the ‘Customer Care’ Competition organized by the Private Sector Federation (PSF).

Every evening, one exhibitor was recognized by customers as being the Best Customer Care agent.

I have also been so much amazed by the ‘Customer Care’ stand that was put in place at the expo ground.

The hostesses at this stand were smartly dressed and did an extraordinary job in attracting visitors in their stand and education people on this important subject.

Visitors were given a brief presentation on what customer care is. This was done with the help of the banners on ‘Customer Care’ that were displayed in the stand.

During the day, they projected interesting films on Customer care; and in the evenings, the films on large screens attracted many visitors.

In fact, this is the first time I have ever seen an expo stand purely on ‘Customer Care’.

One other thing that impressed me was the launching of the Customer Care Handbook by the Private Sector Federation (PSF), sponsored by the Rwanda Development Board (RDB).

This handbook in English and Kinyarwanda is an educational tool that deals with basic knowledge on Customer Care.

The user-friendly 46 pages handbook is targeted at all people with a direct contact with customers.

The 14 chapters written in a simple language with many quotations is meant to be read within a short period.

Readers can even write in their actions plans at the end of each chapter.
The handbook deals with topics such as “Why is the Customer Important to my Business”, “My role as a contact staff”, Welcoming Customers”, “Selling Techniques” etc.

This handbook is really a must read material and all business owners should absolutely buy them for all their staff.

I think we can all agree that lots of effort is being put in creating awareness and sensitizing the public on the need on improving Customer Care.

What of you, what are you doing or what have you done already? What measures have you put in place since this issue has been raised?
President Paul Kagame is today the first advocate of the need of improving customer care in the country.

The last time I heard him talk about this issue was at the Parliament this week when he was presiding the presentation of the 2009/10 Performance Contract.

He reminded local leaders that the biggest challenge facing the country today is poor customer care both in the private and public sectors.

What is your solution to this problem? The time to complain and to sit back is over.

Today is the right time to do something. We can’t just wait for solutions to come from heaven. We are all collectively responsible and need to tackle this issue today.

This implies that both the private and public sector have to create a customer oriented environment by putting in place systems that will help team members improve on their service delivery.

As a business owner or a public servant officer, let your people know that the only reason to remain in business is to have satisfied and loyal customers. There is no other option in today’s economic environment.

Let’s all understand that good customer service doesn’t come by accident. We have to make sure that the basic and cutting edge customer service skills are consistently implemented.

You definitely need to offer basic trainings for your team members. Organize meetings and discussions with them and allow them to tell you also what needs to be done in your organization.

If you need your team members to offer good customer care, you will also have to establish credibility, reliability and responsiveness towards your customers.

When there are challenges in meeting customers’ deadlines, be proactive. Don’t just wait. Take quick measures to show to your customers that you are doing the best you can to meet those challenges.

You also have to become the first person in this change of mentality. Be the example that your staff can follow.

Remember that Management is nothing more than motivating other people. As says Natalie Calvert “Great teams need great leaders - leaders who inspire, motivate and instill pride, loyalty and a sense of fun at work”

Decide today to be the one who motivates your team and who instill this culture of good customer service and you will definitely see the reward on your bottom line.

sandra.idossou@sheiconsulting.com

The author is a customer service expert working in Rwanda

NewTimes Article on the Customer care Handbook

http://newtimes.co.rw/index.php?issue=13981&article=18510

Book Review: First customer care

Iddosou exposes her book “Customer Care”

BY PENINNAH GATHONI

“What is this culture of mediocrity, we keep talking about customer service-we have identified the problem but we don’t do anything about it…,” President Paul Kagame said, according to one of the quotes from this book.

In this essence, we must now embark on focusing our efforts in fighting back customer care culture and the best way we will do this is equipping ourselves in knowledge of the subject.

Customer care trainer, Iddosou, who has 10-years experience in collaboration with Private Sector Federation (PSF), recently launched the first ever Rwandan Handbook on customer care to begin the journey of transforming customer care in the country.

“We know that there is a problem in customer services in the country presently, we need top begin finding solutions for this,” says Iddosou.

The 10-years experience in customer care and marketing in over 19 African countries, Iddosou has tailored the book to fit Rwandan setup by exploring examples within Rwandese context.

“I started writing this book two years ago after realising the great hunger people had to learn more in customer care from my trainings in the country,” Iddosou notes.

The hand book is a timely and simple introduction to customer care and its preliquistites; it is a valuable resource to any organization and individual business owners attempting to improve their customer handling techniques it provides a straightforward review of relevant customer care topics such as communication tips, attitudes, roles of contact persons, telephone etiquette, dealing with complains and so on.

“The handbook is an easy to understand, one day read that has been designed for anyone who comes in contact with customers from private, public sectors to retail shops,” says Iddosou.
The handbook she says will also be useful for vocational schools trainings and in other institutions so as to engage people in challenging their knowledge of the subject.

Iddosou says that the main challenge following the launch is Rwandans poor reading culture.
“The 46 page book is an easy read with interesting pictures all meant to encourage readership, I challenge Rwandans to read the handbook for a positive change in customer care,” says Iddosou.

The book comes at a time when the National steering committee in the process of launching a customer care campaign. Director of Membership events and communication PSF Yvette Mukarwema said “This book will be an educational tool in customer care, and will be used in support of the campaign coming up,”

Yvette implores Rwandans to read the book so that they can understand what is expected of them when handling their customers since many people have remained ignorant of it.

Iddosou notes that the book comes to challenge people to engage in dialogue and to identify avenues present to better customer services in the country.

The handbook comes also as a gift to the companies that will be voted as practising best customer care practice during the ongoing trade fair.

Its retail price stands at RWF 3000 in libraries and bookshops country wide a subsidised price by RDB.

According to Iddosou, the handbook first 5000 print copies are in Kinyarwanda and English 5000 copies each. The edition will be followed by many related ones.

Customer Care Handbook

The Customer Care Handbook written by Sandra IDOSSOU has been launched in Kigali.

The Private Sector Federation (PSF) was the main partner of this handbook that was sponsored by the Rwanda Development Board (RDB). This handbook is in English and Kinyarwanda is an educational tool that deals with basic knowledge on Customer Care.

The user-friendly 46 pages handbook is targeted at all people with a direct contact with customers. The 14 chapters written in a simple language with many quotations is meant to be read within a short period.

Some of the 14 chapters in the handbook are :

1. What is Customer Care?

2. The Prerequisites of Customer Care

3. Why is the Customer Important?

4. Role of Contact staff

5. Welcoming Customers

This handbook is really a must read material and all business owners should absolutely buy them for all their staff.

How to have a succesful expo

http://newtimes.co.rw/index.php?issue=13979&article=18424

OPINION:An expert’s call to having a successful Expo

With the ongoing Rwanda International Trade Fair at Gikongo, there are over 419 exhibitors from different sectors and countries all trying to sell their products.

Some have been lucky to go through the Customer Care training organized by the Private Sector Federation (PSF) to help them boost their customer care attitudes. Unfortunately, there are also many staff there without any basic training on what is expected of them.

When I went there on Thursday I passed in front of this stand where the lady who was just reading. She didn’t care about the number of people passing in front of her stand. She was not attracting people to enter her stand. And no one was entering her stand either.
I’m sure customers had the impression that they might be disturbing her, so they just decided to “leave” her do her reading.

If you are a business owner who has just put “any” person at your stand there, please take time to share this article with them. If your people at this expo offer good customer care, it will cost you about 80 percent less to secure a new customer than to make sales calls or attract new customers to your usual business.

Here are 7 criteria to have a successful expo and boost your sales.

1. Make your stand accessible and attractive
Please avoid plenty things at the entrance of your stand. Le your stand be appealing. Put effort in the decoration. Make sure your product stands out as a one-of-a-kind item. Don’t make customers jump over the products before entering.

2. Create a very good first contact
This means that you are standing at the entrance to attract people into entering your stand. Greet automatically all the visitors who walk by.
Products, no matter how great they are, don’t sell themselves. You must generate the excitement that gets people to buy. Know the styles and tactics to attract a crowd into your stand.

3.Welcome all visitors
“Good afternoon Sir”, “Hello Madam”, “Karibu client” must be said to all visitors. Let your staff show some eagerness when the customer walks in.
Of course, the greetings will be with a big smile. There is no way people will not be sensible to your smile. Your smile will show that you are happy to see the customer.

4. Know all the products you are selling
If you are a business owner at this expo, I will kindly request you to spend some time with your staff to explain the products to them. Let them know where they come from, how they work, what are the advantages.

Make sure your product stands out as a one-of-a-kind item. People won’t purchase a product if it’s readily available in other locations. Let your staff know the qualities of your products.

5. Learn to convince your customers
A sales person should be able to convince customers that his/her products are the best for them. Convincing means creating impulse sales based on a demonstration or a person trying out a product.

People are more convinced. Make visitors participate in a demonstration or interact with you during your presentation. That involvement will dramatically increase sales.

6. Avoid non professional attitudes
Have your stand look active at all times, but make sure people don’t pass your stand because no one is available to talk to them.

A successful stand needs a dynamic and cheerful staff. Avoid reading, chewing gum, discussing your private matters on the mobile phone in front of the customer; chatting with your friends while the customer is there.

Well, note that you have just few minutes with each customer. Let them leave your stand with a positive image of you and your business.

7. Thank every customer whether he buys or not
Expos are meant to create awareness of your company. Aim for the “after” expo as well. Give your contacts, flyers or brochures so that customers can visit your business even at the end of the expo.

This Trade show is a forum to display and demonstrate your products to potential buyers. Out of the 10,000 visitors expected everyday, make sure that at least 10 percent enter into your stand.

Make the calculation yourself. Everything lies in your hands as your own success depends largely on how well you will show customer care to all the visitors.

sandra.idossou@sheiconsulting.comThe writer is a customer service expert working in Rwanda.

You are the Image of your Company

http://newtimes.co.rw/index.php?issue=13976&article=1877&week=32

CUSTOMER CARE: by Sandra idossou:Your are the image of your company

I met Emmanuel last time at this bank and complained about the fact that I was not receiving my bank statements. Just like the staff, I had in the past complained to, Emmanuel told me that he will personally take care of this issue. Of course I didn’t believe him.

My surprise came in when in the evening; he called me to inform me that he will continue the next day to solve my issue. I was very impressed by his call and quiet amazed to receive the next day all my bank statements via my e-mail.

Service staff have an important role as they represent the image of their company. When a customer deals with a staff, he is dealing with the whole institution.

Often service people are the “company” in the eyes of the customer.
Every company needs a good image and reputation that can only be achieved through the professionalism of its staff; both contact and supporting staff.

Front line people need to understand that they bear the entire image of their company on their shoulders.

They should be empowered in becoming more effective in assisting clients.
Here are some few tips to help you give a good image of your company to your customers.

1. Leave your problems at home before coming to work.

Customer service is all about delivering exquisite service to customers while they are at our shops. If service people come to work with their personal issues, they will not be able to play the role they are supposed to play.

Everyone goes through personal issues of some sort and it can be difficult to concentrate on one’s job. For this reason, it is essential to keep personal problems to at the entrance of the company.
When you are at work, focus only on that work. Separate your personal matters to your work. Do not allow them to jeopardize your position in the work place.

2. Do what you say you will do.

Even though your personal promises are from you to the customer, the results reflect on the entire company.
Customers know that if they can trust a company’s representative (Emmanuel for instance in my experience), then they can trust the whole company (Ecobank).

Know and respect the promises that are written on your company brochures, websites and other advertising tools. If your company advertises that you are a 4 star hotel, you need to be able to portray that in the way you handle the customer.

Be honest with your customers. Let your word be a commitment. Avoid making empty assurances and unrealistic promises no matter how small they are.
There is a Hebrew proverb that says that “Promise little and do much” and Denis Waitley also says that “Losers make promises they often break. Winners make commitments they always keep”.

3. Show concern to your Customers.

Clients just want immediate answers or at least helpful information when they want it. Contact staffs actions, attitudes, communication skills; behaviors should really “sell” the company’s image to customers. Their approaches should show concern.

They should show empathy because it is an important component of Customer Service.
When they show concern about what matters to customers, they will then be able to offer the exact services that will satisfy them and make them become loyal to their businesses.

As a frontline staff, remember that you have an important role as an ambassador of your company. The good image and reputation of your company lies in your hands. When you are talking to a customer, note that you are talking on behalf of all your colleagues. So be responsible.

“As far as customers are concerned you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back – perhaps even to make or break the company.”

The writer is a customer service consultant working in Rwanda.

sandra.idossou@sheiconulting.com

Sonarwa Trains on Customer Service

24 head of departments and supervisors participated in a One-day Training Course organized by the new acting Managing Director of the company Mr Segun Durojaiye.

This training was held at the Laico Hotel Umubano Kigali on Wednesday July 29th.

The Training was interesting and it was aimed at providing solutions of the poor customer service that is offered to customers.

Participants worked on the mystery shopping reports and worked on action plans in order to improve the image of Sonarwa.

The two main areas that were dealt with were:

1. Attitudes

2. Welcoming

Participants at a group session

Exhibitors will be rewarded on Customer Care at the end of the exhibition

PSF and RBD will be rewarding exhibitors on good Customer Care Service

http://allafrica.com/stories/200907300061.html

Kigali — The 2009 Rwanda International Trade Fair (RITF) has opened today at the Gikondo expo ground.The 12th trade fair, which will run till the 10th of August 2009, is said to have attracted 419 exhibitors from within Rwanda, the region and afar. This year's turn up increased by 34 percent as compared to 300 exhibitors registered in 2008.

Ten countries are confirmed present some of which include: India, Dubai, Turkey, Egypt, Ghana, Kenya, Uganda, Tanzania, Rwanda and Burundi. According to the Private Sector Federation (PSF), organisers of the expo, there is an increase in the number of exhibition stands owing to the high turn over of participants.

There are 664 stands this year compared to 564 set up last year.

Ahead of the expo, local exhibitors and traders were trained in customer care services.

[trainngs delivered by Sandra IDOSSOU from SHEI & ENZ COnsulting]

The two days training was to equip exhibitors with knowledge to lure and satisfy customers. This will see customer care service providers awarded. Winners will be announced daily and awards to be given to overall winner at the end of the trade fair.

This new awarding initiative was introduced by the PSF in collaboration with the Rwanda Development Board (RDB).

The Federation's CEO, Emmanuel Hategeka explained that the public will cast by using their expo tickets and customer care boxes and winners will be awarded customer care prizes.

Sandra Trains Exhibitors Customer Care

Some participants

Participants doing role plays

Participants

Sandra IDOSSOU trains more than 150 exhibitors of the Rwanda International Trade Fair.

The 2 days trainings were organized by the Private Sector Federation.

Here is the article on this training in the Rwandan New Times

http://www.newtimes.co.rw/print.php?issue=13970&print&article=18004

"Local exhibitors and traders are gathered at expo ground for a two-day training, on customers care service as part of the 2009 International Trade Fair preparations.

Customers care is a new initiative in this upcoming trade fair where there will be an introduction of the awards on the best customer care service provider.

The awards are introduced by the Private Sector Federation (PSF) in collaboration with the Rwanda Development Board (RDB).

This was announced by Emmanuel Hategeka the Chief Executive Officer CEO in PSF during a press conference at the federation’s offices to highlight the status of preparations. The 2009 expo is scheduled to take place from the 30th of July to the 10th August.

CEO PSF

Hategeka said that a customer care stand at the expo is set to promote good customer care practices and standards using a range of promotional and educational materials.

“Customer care awards for exhibitors will be introduced; The public will cast by using their expo tickets and customer care boxes and winners will be awarded customer care prizes,” Hategeka said.

Winners will be announced daily and awards to be given to overall winner at the end of the trade fair.Poor customer services in the country have been identified and a National Customer Care steering committee was established to address the problem effectively.

“The whole idea of the training is to create an opportunity for local traders to be equipped with relevant customer care skills that are needed to increase their competitiveness at this year’s trade fair,” said Clare Akamanzi the Chairperson of the customer care steering committee.

Akamanzi added that the committee also aims at increasing awareness on the importance of good customer service. The committee is optimistic that the situation will tremendously improve in the very near future.

According to a press statement issued there after, Workforce Development Authority has also conducted various training sessions in the hospitality and transportation sectors. Training programs include teaching basic language skills in English as well as imparting expertise on customer handling"

Lets Learn to keep our Promises

http://newtimes.co.rw/index.php?issue=13969&article=1845&week=31

CUSTOMER CARE: Lets learn to keep our promises

by Sandra idossou

I had an appointment for 4 pm with a service provider and when I arrived there, he wasn’t there. Even though, I had called in the morning to reconfirm the appointment, this man just didn’t respect the appointment.

He didn’t leave any message; didn’t call me to inform me of the change of the program. Apparently, he forgot about it meaning he didn’t take serious his own word.

I am writing about this because this is not the first time I have experienced such unmannered habits. It is such a shame that it is becoming difficult to trust people’s words these days. It just looks as if people do not give any importance to their promises.

Customer service means keeping promises. Your promises to build trust and understanding and create great customer loyalty.

As customers, we all evaluate a company based on how well they respect their promises. It is said that “a promise is a debt” and here are four reasons for keeping your promises:

Keeping promises is a sign of courtesy and respect

Courtesy as we have described before is a sign of respect towards others.

Always, remember that when you book and appointment with someone, the other person adapts his program on your appointment.

If for one reason or the other, a last minute unplanned event prevents you from honouring your engagement; please call to inform before. Don’t just make the person come just to see that you are unavailable. If you have to be late for 10 or 15 minute, please call as well to inform. Don’t assume that 15 minutes late is not too serious. As we said last week, time is money even in Rwanda.

Keeping promises means knowing your company promises.

If you tell your customers that your offices are opened from 7.30 till 5PM non-stop, you need to respect that. Make sure that during lunch period, there is always someone there to serve your customers.

The last time I went to this office at 1 pm, I had to wait for one good hour before the service person came back. There was no whatsoever information written on their lunch hours services.

The writer is a customer care consultant.

She can be reached at sandra.idossou@sheiconsulting.com

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