Editor,In order to improve customer care, there is need to improve on staff welfare. An employee with a miserable, gloomy face can hardly provide a good service to customers, let alone make them happy.

When a staff member is not worried about what they will eat the next day or how they are going to pay the bills or school fees for their children, they are in position to serve clients better.Otherwise, why do you want them to care with such a low salary? One of the solutions could be to set up an incentive system which would allow them to earn more while working more. This is something often used for hotels and restaurants and as a person who worked in the hotel business, I know it works.KumubyeyiBrusselsEditor,The existing poor customer care in Rwanda arises from lack of capacity by those who are in charge of caring for the customers. For example, look at the Public Relations Officers from either public or private agencies, they are in charge in ensuring that customers have a positive image about their institutions. However, they fail to realise that a good image will depend on what you deliver, you have to earn it.If you do not care about them, they will not care about you and even about the service you sell to them. In the end, it is you and your institution to lose!AngelKigali