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