Share your Best/Worst 2010 Service Expereince (Part3)

http://newtimes.co.rw/index.php?issue=14522&article=5875&week=05

Monday, January 31, 2011

WEEKLY » Business Times » Share your best/worst 2010 customer service experience (Part 3)

Share your best/worst 2010 customer service experience (Part 3)

by Sandra idossou

For the past three weeks, we have been doing an interesting series on the best and worst service experiences we had in 2010. It’s now my turn to share with you my best experiences. I must admit here that this has been a difficult exercise choosing which ones to write on. Your columnist has had great experiences and here below are the top five people and places that have really “wowed” me.

1. Paradis Malahide Hotel Gisenyi

I love travelling and have been privileged to stay in different types of hotels from the most expensive town to the least. But in Rwanda, this small lakeside resort at Rubona (6km from Gisenyi) has made me feel like a princess. The combination of the African decoration, the beautiful scenery around the lake, the ever-present smile of Odette, the owner of the place and the attentive staff have all made this place a unique and great hideaway. The staff was at our car when we arrived to welcome us and again to bid us farewell on our departure.

2. The bar of the Serena Hotel Kigali

There is one and simple reason why your columnist loves going to the bar here. It is the only place in Kigali where employees can remember customers’ names and actually call each person by name. I still do not know how they manage to remember everyone’s name. For me, this little detail makes the difference. Most of the staff here are professional, kind and truly care about guests.

3. Emmanuel Rutebuka at Ecobank

People need different skills when they are working in the customer service industry and Emmanuel is without doubt a great customer service person in this bank because of his empathetic and responsiveness qualities.

He knows how to show a customer that he wants to be there and is happy to help in any way he can. The last time I had an issue with a transfer I had done for Nairobi, he took it upon himself to consistently call his colleagues in Kenya to solve the issue. I really can’t commend Emmanuel highly enough – he is truly the best I’ve ever met as he knows exactly how to make up for complaints and always assist customers with such friendly and personal service.

4. My tomatoes seller at the Kimironko market

Christine Bazarama, is the best tomatoes seller in Rwanda (in my opinion) and one out of a million. Whenever she sees me, she welcomes me with such a great smile that, even if we do not understand each other because of the language barrier, I always know she is happy I have come to buy from her. I’ve had the most awesome customer service experience with this lady as she knows how to appreciate my patronage.

5. Shokola Restaurant

When was the last time you were treated like a king or queen? Well, this happens to me every time I go to the Shokola restaurant. This is the only restaurant in Rwanda where all the employees (I mean all of them) speak English and are able take time to understand the customer’s needs. Their first priority is often to ensure that they understand what the customer wants.

The employees here are very knowledgeable about their menus and are humble enough to say it when things are unclear to them (this is quite uncommon in Rwanda).

What about you? I am sure you also got in 2010 a customer service experience above or below what you expected. Do write to me that experience that stands out in your memory.

The author is a customer service consultant and the Publisher of The ServiceMag

Contact: sandraidossou@yahoo.fr

Share your Best/Worst 2010 Service Expereince (Part2)

http://newtimes.co.rw/index.php?issue=14515&article=5814&week=04

Monday, January 24, 2011

WEEKLY » Business Times » Share your best/worst 2010 service experience (Part2)

Share your best/worst 2010 service experience (Part2)

By Sandra idossou

“The most destructive criticism is indifference,” says Edgar Watson Howe, a famous American novelist. Today we live in a society where most of us have become indifferent to many matters which should be important to us. We have become so egocentric that so far as the issues do not affect us directly, we tend to shy away from them.

When we started last week this series on sharing our best and worst 2010 service experience, someone said to me that: “What is the use? Nothing will change so there is no need wasting our time in writing these service experiences.”

Most of us are in an environment where people do not often say clearly and publically what they think of certain issues. But the fact here is that being indifferent is a sign that we lack emotion, drive, concern and even patriotism. Being indifferent on service delivery in this case has made many to become too complacent. Is it because many feel helpless, doubtful or simply afraid to voice out their impressions?

Well, if we really want things to improve here, we cannot remain indifferent or silent because if we are not part of the problem, then through our concern and empathy, we should be part of the solution.

In today’s article, your columnist has decided to publish Pesh’s worst 2010 service experience. You too, you can share in this column and for the coming weeks, your own personal positive or negative service experiences by being honest and objective.

Remember, this is the best way of encouraging and emulating those who offered you extraordinary service and at the same time emulate others to do the same

Dear Sandra,

I just read your column in The Business Times and I felt the need to share my worst service experience in 2010. It was on December 15, 2010 when I went to BNR to pay for my tuition. I got to the bank, did the usual filling in of the deposit slips and struggled to find a counter with the shortest queue and finally ended up on a queue with just one “client”!!! Counter No. 6 (I think!).

Little did I know that I would stay longer than those who were on queues of 8 people! I waited for up to 10 minutes until I realized the teller was actually having a conversation with the “client”! When I complained about why they were having a conversation over the counter, the teller’s excuse was that she was serving a “client” and that the system was also slow.

I raised my voice a little higher (am not quite a shouter), and then the “client” realized that I could create havoc and she took off…to her office…she was actually a colleague in BNR who (simply) having a conversation over the counter with the teller. She had no remorse whatsoever for the mistake.

On the brighter note, the teller who served (Brigitte) did a very good job to calm my nerves. She apologized for her colleague’s behavior (please note that the wrong doer was still defending her mistake), she was very pleasant and did her best to serve me in the shortest time possible.

Thank you for the good work that you are doing to address the service issue Sandra. Customer service should be in our blood, it is a pity that people have to be reminded to serve clients well. Wish you and all readers a successful customer-centric 2011. Pesh G”.

Expecting to receive your own worst and best 2010 service experience

The author is a customer service consultant and the publisher of The ServiceMag

sandraidossou@yahoo.fr

Share your Best/Worst 2010 Service Expereince (Part1)

http://newtimes.co.rw/index.php?issue=14508&article=5757&week=03

Monday, January 17, 2011

WEEKLY » Business Times » Share your best /worst 2010 service experience (part 1)

Share your best /worst 2010 service experience (part 1)

By Thursday last week, I still had no clue of what to write about for this column. Many writers probably face this situation when the blank pages simply refuse to be filled because of a lack of inspiration.

With no shame, I simply asked my facebook friends to help me find an inspirational topic. Luckily enough, I received quite a number of interesting suggestions. One of them asked me to do a series on the best and poorest service providers in 2010.

Wow, this is definitely a great idea as this friend goes further by suggesting that readers join this series by sharing their own personal experiences.

Most of us know that Rwanda has made tremendous achievement on different aspects. We are all very proud that today the country has become a good example on the international scene. Good governance, fight against corruption, investments reforms and many more.

But the fact here is that there are still many issues concerning service delivery in all sectors of business. Unfortunately, we still meet people who have no consideration for customers, who do not respond to correspondences; do not return calls, do not honor their promises, do not respect time, do not listen to customers or rather, have no humility to ask when things are unclear.

But thank God there is another side of the coin. Today there are few service providers who have understood the urgency of this matter and who know how to attract and retain customers by providing high-quality customer service.

The topic on service delivery has indeed become a very emotional one in Rwanda. For the past two years; there has been a serious battle against poor customer service through trainings, seminars, articles, debates, talk-show(s), books and even a quarterly free magazine.

You may be thinking that with all the above, it is obvious that service has improved. Yes indeed, it has improved. Service is better than it used to be some years ago. But to be frank, we are still very far from the level we would all want it to reach.

For the coming weeks, we will be sharing with you stories of companies and people who have made tremendous efforts in 2010. For your information, we will be publishing personal stories based on individual experiences.

Your columnist has had extraordinary good and poor service with certain specific service providers and will be sharing with you her own experiences. By mentioning the names of these service providers in this column, we would be encouraging those who have made efforts and emulating others to do the same.

Let’s all remember that as customers; we also have a role to play. Let’s not just sit there and complain behind closed doors. Let’s rather share our experiences from retail to big corporate; from public to private institutions; from Kigali to upcountry.

Consistent excellent service is a real competitive edge in this economy and in this age. Now more than ever, our service providers should know that they need to find ways to differentiate themselves and offer us service worth the money we pay them.

The author is a customer service consultant and the Publisher of the ServiceMag

sandraidossou@yahoo.fr

New Ventures…share your vision and passion with your employees

http://newtimes.co.rw/index.php?issue=14418&article=4897&week=42

By Sandra idossou

Recently I visited a new hotel that had just opened in Kigali and was curious to know the meaning of the name of the hotel. When I asked the receptionist, she looked at me as if I was speaking Mandarin or had just come from another planet. She blandly told me that she didn’t know.

From last week’s article on “New ventures…pay attention to your first-time customers”, I received many interesting comments and suggestions. One of the emails read thus: “service is often bad because business owners do not invest the necessary time and energy in training their staff. They have money and simply decide to delve into a new venture without acquiring the necessary knowledge.”

In a recent training session in Kigali, I asked some of the managers and supervisors what their company’s vision was, and they simply didn’t know it.

The above three cases have made me decide to do a series on basic details that business owners should master when entering into a new venture. In the coming weeks, I shall share with you some of the important aspects when entering into new ventures, especially service oriented ventures.

I worked some time back in Nigeria as a trainer and our weekly training sessions often ended up with discussions on my passion for quality and exclusive service delivery.

I later realized that the employees who felt a strong sense of belonging to the company were those who really developed a passion for the job. They were the ones who precisely understood why they wanted to be part of the great journey of excellent service in Port Harcourt.

Empowering employees in any type of business requires that employees understand the vision of the business they work in. It therefore requires that the business owner, managers, and supervisors share their passion and vision with the entire team.

Sharing a vision and passion with a team is a real source of magic. When employees see themselves moving toward an inspiring future, they surely take action in the present.

They are filled with the desire to transform that future vision into reality. And that is why I love the Rwandan “Vision 2020” and wish many more people could really picture that vision in their mind while going to work in the morning.

Sharing a vision with employees empowers them to have a strong and positive morale, to be motivated to perform responsibly, effectively and professionally. Employees who understand the vision are often those who feel part of the organization.

They don’t just work for the money. They work because they want to be part of the success story of the company.

Researchers say that we learn 10% of what we read; 20% of what we hear; 30% of what we see; 50% of what we see and hear; 70% of what we discuss; 80% of what we experience; and 95% of what we share and communicate to others.

Giving just a written vision and asking your employees to read a manual is not enough. You need to communicate more than words. You need to be an example yourself. If you want your staff to experience deep satisfaction from their work and get really involved in their workplace, you need to include them in your venture. Tell them the whole story.

Tell them why you even decided to go into that new venture. Explain the battle and the challenges.

In any business, especially a new venture, the most valuable resource is your staff. They are the ones that will take the vision to a ‘touchdown’ or drop the ball. It is therefore important to convey that vision that can create enthusiasm. Help your team players to imagine the picture of the future and this will surely fuel them and take your company to its next level of professionalism.

http://newtimes.co.rw/index.php?issue=14501&article=5700&week=02

WEEKLY » Business Times » Share your company’s 2011 targets with your employees

Share your company’s 2011 targets with your employees

Sandra idossou:

The New Year has fully come and most people have been back to work with working challenges. New goals and resolutions, new plans, new dreams and new directions are probably also fuelling your thoughts.

One of the great challenges your business will probably be facing this year is to meet the company’s targets and increase profit.

Recently I had a chat with James, a sales agent in one of the corporate companies and I asked him his company’s targets this year. He says that his main target this year is to increase the number of customers. He knows off-head his target for every month. His sales team has weekly meetings to compare the results with the budget.

However when I put the same question to Sophie who works as a sales person in an insurance company, she looked as if the question was addressed to another person. Her response was as brief as this. “How would I ever know? Our managers never share these things with us. They keep everything so secret. They never communicate budgets and results with us.”

Well, we don’t have to be magicians to know which of the above people will be more enthusiastic and productive when dealing with customers.

As a business owner, you should start the year by sharing with your employees the general targets and objectives of the company. By doing so, you are ensuring that your employees are on the same page and understand the purpose behind the business.

Your organisational values, mission, goals, and strategies should be part of your daily operations. As a leader, manager, supervisor or business owner, your role is to set the tone. The power of the leader is to create passion, delegate, and mobilise the troops to join in reaching the company’s objectives.

Staff meetings, parties, newsletter are all great way of conveying your company targets to your employees. You will also need to translate your company vision and targets into a meaningful call for action that includes active discussions, teaching and training on the field, mentoring, coaching, and team building.

Sharing your targets is a great way of empowering your employees. Empowering employees in any type of business requires that they understand the vision of the business. It requires that the business owner, managers, supervisors share their passion and vision with the entire team.

Sharing visions and targets with a team is a real source of magic. Just try it and you will be amazed by the results. At the beginning of every week for instance, do a quick briefing with your employees and give them clear, measurable and realistic instructions. Review the results very often to ensure your team is on track.

By doing so, your employees will be filled with the desire to transform that future vision into reality through their daily actions. Sharing your company’s 2011 targets with your employees will empower them to have a strong positive morale, to be motivated to perform responsibly, effectively and professionally.

In fact, employees who understand the vision and targets of their companies are often those who feel part of the organization in which they work. They just don’t work for the money. They know why they come to work every morning and they want to be part of the success story of the company.

In any business, especially service providers, the most valuable resource is your people. They are those who will take the vision and targets to a touchdown or drop the ball. As a manager and a supervisor, help your team players today to imagine the picture of the year and this will surely fuel them and take your company to its next level of professionalism and profitability in 2011.

The author is a customer service consultant and the Publisher of The ServiceMag

www.theservicemag.com

http://newtimes.co.rw/index.php?issue=14495&article=5650&week=01

WEEKLY » Business Times » We can Make it in 2011!

We can Make it in 2011!

By Sandra Idossou

Today January 3rd 2011 is the first working day for most people all over the world. The year 2011 is still a blank page that has almost nothing written on.

The pages will be filled starting from today with every little action we will individually take throughout the 365 days of the year.

Even before the clock finally stroked midnight last Friday December 31st, people all over the world were cheering and filled with so much enthusiasm and positive wishes for the New Year. Many are those who started the year with new resolutions.

This is also the time of the year we receive many best wishes. The most common ones are Peace, Love, Happiness, Health, Prosperity and Success. Much as I personally believe in the Grace of God in all aspects of our lives, all these best wishes for our lives, businesses; nations can only come to pass if only we individually work towards them right from this first day of working.

The start of every New Year is the perfect time to turn a new page and have many new resolutions. It is however amazing that these resolutions are most often the same as those made the previous years.

I read on a friend’s Facebook status this morning “New Year, New Me; that at last is my resolution, New Me”. And I loved it. Because in fact; nothing is new about the year. Every single day is a new year on its own. Every single day is an opportunity to do new things. Every single day should be a new day where we set to adopt new habits that will improve our lives, businesses and nations.

The beginning of 2011 should be a fresh start and a great opportunity to eliminate the bad habits we have adopted all this while. We should all aim today at establishing new routines that will help us grow psychologically, spiritually, socially, professionally and financially.

It is true that resolutions are much easier made than kept and by the end of this month, many would have abandoned their resolutions and settled back in their old patterns of the past years.

It is for this reason that we have to start right from today to write positive actions on the blank pages of 2011. Not tomorrow but today. This is the right time to reflect on the changes we want or need to make and resolve to follow through daily.

It is said that an action that is continuously repeated for 21 days becomes a habit. You won’t be fortunate enough to get things right every time but just be sure to try this new action every single day and by the time you realize it; it has become an acquired habit. If in every 21 days you can adopt a new positive habit, just imagine and count the number of good ones you can develop in 365 days.

For any real change to occur there should be a long term commitment. A Swedish Proverb says that “The best place to find a helping hand is at the end of your own arm.” This says it all. Our helping hand comes from ourselves. We ourselves have the ability to change our destiny. But of course, you also have to surround yourself with positive thinking people who can help you grow, emulate you and bring out the best in you.

Peace, Love, Happiness, Health, Prosperity, Success etc will only come if we do things we are supposed to do on a daily basis. Each of us can make this year a great one.

Each person is responsible for the realization of these best wishes. In fact, the most important element in this year resolution is “You”. No one can improve your life or your business but only “You”.

Take full advantage of each single day. Do things properly as if your future depended on them. Be professional every day as if your salary depended on that single day. Treat customers very well if they were the source of our incomes (and in fact, they are).

Your resolutions should be reviewed, tested, and measured very often. Without continual adjustment and maintenance you might just slip into the old habits you are comfortable with.

Creating something new in your life will take effort and positive action on your part on a daily routine. Be pragmatic and make your new year’s resolution a constant way of living that becomes part of your life for longer than January.

The author is a customer service consultant and the Publisher of The ServiceMag

Offer Flexible Hours to Employees during this Festive Season

Monday, December 27, 2010

WEEKLY » Business Times » CUSTOMER CARE : Offer flexible hours to employees during this festive season

http://newtimes.co.rw/index.php?issue=14487&article=5556&week=52

CUSTOMER CARE : Offer flexible hours to employees during this festive season

By Sandra idossou

It is 4am this Friday morning of December 24, 2010. The weather is still fresh and I should be fast asleep under my covers. But as many writers go through, I am awake looking for what to write on for our Monday column.

The deadline for sending articles is Saturday morning whether it rains or shine, whether in Kigali or not; whether on vacation or not; whether on Christmas Eve or not.

Surprisingly, even with this weekly constraint, I still appreciate the bond created with readers over these last two years or writing this column.

Yesterday was a busy day doing last minute shopping. The whole town is simply filled with the festive season atmosphere. In this side of town in my country, Christmas is a real opportunity for many to increase on their turnover. Retail women sell almost everything by the roadside.

The city is full of people going here and there…there is so much traffic…loud music is being played by every shop owner. One has to be blind and deaf not to feel the energy in town created by this festive season.

While shopping, we met many service people in different moods. Many were dynamic and cheerful using every opportunity to sell more. Unfortunately some were also sad, rude and annoyed in their shops. At a certain shop; I had the impression by the cashiers’ facial expression that she was blaming customers for being so many to shop at her shop.

Christmas Eve in my place is a big family celebration. We often host big get-together dinners but tonight we will miss three important people at the celebration.

Gisèle is a sister-in-law who has to work very late because she is a cashier and today is also a very busy in her bank. For almost four years now; she hasn’t been able to be with us on this occasion. Her children are used to that.

Paul is a cousin and a Pilot who has to fly again today. He will be back in town in three days.

Latifa is a nurse and has to be on duty tonight. For the last two years, she has never spent Christmas Eve with us.

Even though Christmas is great festive season for many, it is unfortunately a very challenging one for many service people. Many can’t celebrate fully the season because of their professional obligations.

Last week; we had an article on the importance of appreciating service people during this festive season. But today, beyond these service people, I would like you to join me in thanking the family members of service people who go through this festive season without their loved ones (children, spouses, friends etc).

Balancing work and home requires continuous adjustments from service people. If you are a manager, do try to offer flexible working hours during this festive season. If your employees have to work during Christmas for instance, do try to give them holidays at the New Year celebration.

Flexible working hours can be a great way to keep your employees engaged with the company, especially during the Christmas period. Flexible working hours will allow your staff to spend time with family or attend other important social events during this season.

If you do not offer flexible hours; your employees will offer stinky services or be pretty rude to customers. They wouldn’t smile, give eye contact or be professional in dealing with customers. They might rather make your customers feel like a bother. And this is not what you want for your customers or for your business.

Wishing you all a Happy Festive Season

The author is a customer service consultant and the Publisher of The ServiceMag.

Appreciating service people during this Festive Season

http://newtimes.co.rw/index.php?issue=14483&article=5522&week=51



By Sandra idossou:

Dieudonné is a young man who works at the Hotel des Milles Collines in the banqueting department. I first came into contact with him when I started organising the previous ServiceNight. The day of the event; the room we were supposed to use was occupied by two different seminars until 5.20pm. Our guests were supposed to arrive at 6.30pm.

As I sat there overstressed and tensed about the delay our event might take, Wanini, the Sales and Marketing Manager kept reassuring me that everything will be fine and on time. Within 40mn; Wanini, Dieudonné and a team of dynamic and professional people started running around for the set up.

When guests actually started coming at 6.30 prompt, everything was set and at the right place. Seeing our guests enjoying themselves, I couldn’t stop myself from thinking that none of them could imagine all that went on before their arrival.

As customers, we don’t always think of what service people have to go through in order to offer us excellent service. Being in the service industry is not an easy job. It is even a very stressful one. It is a very demanding one. It requires, above all, a great deal of passion and determination.

Some people in the service industry have to wake up as early as 3:00 am in order to make sure that everything is set and ready at 6:00 am when customers arrive; some even have to work in the night. You might say that is their work and that they are paid for it.

That’s true but believes me, being in the service industry requires more than just a pay. It requires that people go the extra mile. It requires that sometimes, the service person forgets about his/her personal emotions in order to satisfy customers.

As the year finally winds down, this is the right time to appreciate the numerous people who work in the service industry. They are brave men and women who deserve that we applaud for them; that we appreciate them. This is the right time to celebrate them for what they have made the company achieved.

This is the time to reward employees for excellent performance. This is the time to organise get-together events with employees. You might think of cash bonus, gifts vouchers, a cash gift etc. Unfortunately, these deliver little in the way of lasting impact. Their benefits are very short term. An excellent way of creating loyalty among your employees is to create an event where you spend some time with them.

A party is a great way to build a sense of team and build stronger relationships in a non-work environment. A good party makes everyone feel better after a good time together. The benefit of better relationships can last years and increase productivity.

Recognizing your employees can go a long way in boosting their morale and making them know that you noticed their efforts in sustaining your business. Celebrate together with your team your company’s achievements and this will go a long way in inspiring and motivating your best performers to continue to achieve higher goals.

Recognizing service people is crucial to boost end of year moral and can provide excellent motivation for the year to come. Whatever type of recognition you choose to do, it will ultimately communicate to your workers that they are valued and an important piece of your business.
Wishing all service people a very happy festive season.

The author is a customer service consultant and the Publisher of The ServiceMag

www.theservicemag.com

http://newtimes.co.rw/index.php?issue=14473&article=5467&week=50

Monday, December 13, 2010

WEEKLY » Business Times » Has Service Delivery Improved in Rwanda?

Has Service Delivery Improved in Rwanda?

The last issue of this year ServiceMag was out last week on Thursday. But before then, a quick survey was conducted in order to see if there is any impact on service delivery since the publication started.

The survey started with a poll on “Has Service Delivery Improved in Rwanda?” 45 percent of voters said YES whereas 33 percent said NO and 22 percent were not sure.

We also received many comments on what should be done in order to see a real visible improvement. I found some of these comments very thought-provoking and
have decided to share with you few.

1. Service Improvement needs humility

Odette works in a ministry and says “let’s face it..we are a very proud people. Service needs people who are humble. If the service provider sees it diminishing for instance to greet a customer, to say please, I’m sorry etc; how can service improve in Rwanda?

2.Service Improvement needs everyone’s involvement

Janvier is a pharmacist and says “there is no doubt that this magazine is a very interesting and very educative one. I am always looking forward for having one. I think in order to really have an impact on service delivery in Rwanda; everyone should have a copy of it; especially people in public institutions. Go to any district office or hospital and you will see that this is still a lot they need to know.”

3. Service Improvement needs more commitment from Government institutions

“The issue of service delivery is a serious one in all sectors of business and I’m surprised that government institutions are not really doing much. Everyone talks about it but no one really does anything tangible to change this.

Sitting there and complaining will not improve customer service. Real actions need to be taken. How many companies take time to train their staff for instance? Thank God The ServiceMag fills this gap but this is not sufficient yet. Public institutions should embark on a serious battle against poor service delivery” says Maggie an employee in telecom.

4. Service improvement needs that people know exactly what is “good service ”

Well; I must admit that service is improving a bit; at least comparing to what it used to be before. Personally, I don’t think people give poor service because they want to. But it is rather because they do not know exactly what “good service” is.

They have been doing certain things certain ways for years and no one ever told them that was a wrong habit. What I love about your magazine is that it does not only say what is bad but it also gives examples of good service delivery.

This actually helps service providers to picture how they are expected to behave. I wish this magazine could become a monthly one offered to all in this industry” says Dieudonné, a hotel manager.

5. Service Improvement needs a collective change of mindset and attitude

“Changing mindset is not an easy thing. It doesn’t just happen like that. Educating people through your magazine is a good action but something else needs to be done in the grassroots level.

In all the small communities, debates on customer service should be done “ Desire ; teacher What of you? What do you think needs to be done in order to see a real change in service delivery? Write to me on sidossou@theservicemag.com and for the coming weeks, I will be publishing your suggestions. Let’s all remember that we are all collectively responsible for service improvement in Rwanda.

The author is a trainer and the publisher of The ServiceMag

Issue 4 of The ServiceMag is out

http://newtimes.co.rw/index.php?issue=14466&article=5402&week=49

Monday, December 6, 2010

WEEKLY » Business Times » Education is the Premise of Progress

Education is the Premise of Progress

Kofi Annan the seventh Secretary General of the United Nations once said that “Knowledge is power. Information is liberating. Education is the premise of progress, in every society, in every family.” I find this quote extremely thought-provoking and so very true. No need to say here that I am proud of this man not only because he comes from Ghana but most especially because of what he believes in.

Education is the basic of development in any society and at all levels. Education no matter the format it takes is an important ingredient in empowering people and developing countries. Education is a basic human right and is vital for the realization of other human rights in accessing broader cultural, social, political and economic benefits.

Education is so much needed especially in our dear continent that when I decided to become a trainer twelve years ago; I knew I would have the best job ever. I knew I could impact on people’s minds, skills and lives.

Your columnist can not describe the sparkle she sees in people eyes after going through her training sessions. And this is probably the main reason behind doing The ServiceMag. For those who do not know, The ServiceMag is a free educational quarterly magazine in English, French and Kinyarwanda distributed among the whole business community in Kigali and in all districts of Rwanda.

Its main focus is to educate and sensitize people on several issues that can help them become more professional and boost their performance. The topics co

vered in the magazine range from Customer Service to Human Resources, Quality, Health, Legal, Finance, Motivation and Personnel development, Sales and Marketing, Environment Protection and many more. The magazine can also be read online on www.theservicemag.com.

When all the 192 United Nations member states and international organizations agreed to achieve by the year 2015 the eight international de

velopment goals (Millennium Development Goals, MDGs) ; this required a central focus of both individual and collective efforts.

There is no way we can eradicate extreme poverty, reduce child mortality rates, and fight epidemics such as AIDS or Malaria, ensuring environmental sustainability without education and sensitization.

There is so much to know. Access to information is capital for all. Knowledge is a requisite to performance. There are so many important educational materials the public needs to know of. If we knew 1percent of what we are supposed to know, we would reach a higher level of development; especially as Africans.

Unfortunately in this part of the world where reading is not part of our culture, efforts need to be done in helping people getting the basics information they need. We at The ServiceMag for instance have decided to make our magazine very attr

active with many photos and simple interesting articles so that people will get “hooked” and get the interest in reading. The next ServiceMag will be out on December 9th.

Education enables people to break out of the poverty trap. It enhances the quality of life and the performance of businesses for people and their community. Building capacity, conducting vocational training and facilitating adult education programs will help boost our economy

.

Your columnist is taking this opportunity to call upon government, diplomatic missions, public and private institutions to help maintain this magazine by contributing with educative articles and by sponsoring it so that more people could have access to it. Let’s just remember that “Knowledge is Power”

The author is a trainer and the Publisher of The ServiceMag

sidossou@theservicemag.com

Too Much Procedures can affect service delivery

http://newtimes.co.rw/index.php?issue=14460&article=5328&week=48

WEEKLY » Business Times » CUSTOMER CARE : Too much Procedures can affect Service Delivery

CUSTOMER CARE : Too much Procedures can affect Service Delivery

By Sandra idossou

Yvonne, banks in one of the big financial institutions in town. Recently, she had to wait for more than two hours to get her money. The reason is that this bank has changed its internal procedures on cash withdrawals of over a million Rwandan francs.

The new procedure requires the cashier to get an authorization from a supervisor who is either in meetings, at lunch break or busy assisting other customers queuing with other requests.

After that process of authorization, the poor cashier has to go to another place to make photocopy of the customers’ identity card. This is also a new rule as in the past, the cashier just needed to see the identity card. Today, this isn’t sufficient anymore. So just imagine the number of ups and downs of the cashier, the waste of time and even the quantity of paper wasted every day on this process.

Most of us understand that internal policies and procedures are formulated by companies to help generate direction to best serve customers. There is actually nothing wrong in having procedures. But then, this becomes an issue when these procedures become simply too cumbersome.

Even if the first objective of having a procedure is to protect consumers, employees and the company in general; this has to be done in a simple and easy manner. Too many procedures can actually have a negative impact on service delivery. The next time you are deciding on a new procedure, please consider the following:

Use a team approach in defining this new procedure

Procedures help in improving a company’s efficiency or rectifying weak links in the provision of service delivery. But you need to associate the team in defining this new procedure. By being involved in developing procedures, staff will feel confident in their abilities to make decision. This will also help them to take ownership of this new procedure.

You may want to say you cannot involve junior staff in this exercise. But the fact here is that if the procedure is related to service delivery, you will definitely need the input from people who deal with customers in their day to day job.

In the example above, the cashier couldn’t explain why this new procedure was put in place. He was just asked to respect it and that was exactly what he was trying to do.
As a manager, do take time to explain all the aspects of a new service procedure to your team members so that they can in return do the same with customers.

Walk through the process as a customer and as an employee

Avoid too much bureaucracy but instead take time to go through the practical stages of the process as a customer or as an employee. This will help you to better understand how it works. A good written procedure might not necessary be easy to put in place.

Tom Peters says that “Almost all quality improvement comes via simplification of design, manufacturing... layout, processes, and procedures.” The simpler the procedure, the easier it will be to be implemented.

Also avoid putting two new procedures in place at once. Give each one the focus and concentration it deserves.

Get Feedback from customer during the trial period

After putting in place a new procedure, give it a trial period. Check with employees and customers how they react. Adapt it to the comments they give you. While it is true that human beings do not always like changes, do pay attention to customers feedback by establishing feedback mechanisms that can help to adjust the rules.

In conclusions, anytime you decide to put in place a new procedure or internal policy; think first about the impact on service delivery. They should be effective, clear, simple and precise. Always look for the balance between the end result and customer’s satisfaction. Remember cumbersome time-consuming procedures can equal to customer dissatisfaction.

sidossuo@theservicemag.com