Customer care has been the talk of the town for the last few years in Rwanda. It is something that has left most people unsatisfied with the way they are handled in offices, restaurants, among others. Naturally, a customer is the centre of attention if one is to run a business well. But is Rwanda improving or simply going down?
Personally, I have been to a couple of companies seeking for service and was left hanging. It looked more like they were forced to be there and that my presence bothered them. However, as much as I am disappointed with some of these places, a few people have tried to keep up with customer care and I guess thank you is in order. Even our leadership has talked about customer care and the benefits that come along with it. A happy customer will always come back.
I was at Bank Populaire sometime back and the reception was great. I was showed where to sit and wait which most banks do not do. It is these small things that help. There is nothing more frustrating than entering a place looking for enquiries and the employees are all just staring at you.
After my welcoming experience, I felt we were taking a step towards good customer care service. Bank of Kigali also has good customer care. It must be one of the banks with the best customer care services in the country.
The only improvement being made is in the same places that were trying before! There are some cases of an employee asking a customer to go and look for change and then come back and buy what they want. That is just awful! The customer is King! And no one sends a king for change.
Credit should be given to the people, companies and organisations that have really tried to help put this issue in place. A special thanks to Rwanda Development Board for the continual training of business people and organisations on the issue.