Sandra Idossou

Too many meetings, seminars and conferences yield no result

If you have been stuck in unproductive meetings where your precious time is spent discussing what could have been agreed on in 10 minutes or on issues that could have been solved by email; then you and I have the same issue with this syndrome of “Too many meetings”I am constantly...

Monday, June 4, 2012, 12:00 AM

Promptness is the soul of business

The story is told of a Rwandan lady who arrives for the first time in Nairobi, Kenya. Upon seeing everybody walking very fast, she rushes into the first shop to buy an umbrella. When asked why she needs one, she responds that in Rwanda, the only reason why people rush is when it is raining.Much as...

Tuesday, May 8, 2012, 12:00 AM

Dealing with Personal Emotions while offering Good Service

The last time I traveled, I met Peace, this flight attendant who was as usual all smiles. It’s always a joy meeting her onboard as she is always very friendly. She will have a pleasant word with most passengers especially during long hour flights. During one of our chats, she explained to me...

Tuesday, April 10, 2012, 12:00 AM

Timely response to emails & letters is a Business Etiquette

Those who have been reading my articles or following me on the social networks are used to my frequent ramblings on this poor habit of organisations not responding timely to official correspondences. We all witness today how internet has subtly crept into ...

Monday, April 2, 2012, 12:00 AM

Paul Ntambala’s piece on KBS was spot on

Editor,I read with interest Paul Ntambala’s piece in The NewTimes, February, 4, titled “One step forward, two backward”. The management of Kigali Bus Service needs to up their game.The piece touched a pertinent question. It has become a habit today where some business people...

Monday, February 6, 2012, 12:00 AM

First-time customers crucial in word to mouth adverts

Editor, For almost two years now, we have always printed our billboard’s flexes with a local company we have privileged relationships with. They are our partners and have even become our friends. Unfortunately, for a technical reason, we had to try a different company when the new issue of The...

Wednesday, October 5, 2011, 12:00 AM

RwandAir has really improved its Services

Editor, I have been a regular traveller with RwandAir and every time I have tavelled their flights, I realise some real improvement on their services. Last Monday, I travelled on their morning flight at 6.50 a.m. and was impressed to see that they had three different flights almost at the same time...

Tuesday, September 20, 2011, 12:00 AM

Current state of customer service

During the national retreat in Gisenyi two years ago government decided to seriously tackle the matter of poor service delivery in Rwanda. During that retreat, it was revealed that if service delivery was to improve in Rwanda, it could boost the country’s Gross Domestic Product (GDP) by as much as...

Sunday, February 27, 2011, 12:00 AM

Change begins with education

The Akilah Institute of Women at  Kibagabaga invited me on Friday to do a presentation to their students who are undertaking their hospitality course. I was supposed to share my personal experiences as well as insights that could inspire and motivate the seventy young women. But I ended up...

Sunday, February 20, 2011, 12:00 AM

Top managers, too, need good customer service skills

An unfortunate and rather discouraging negative service experience with one of the big institutions in Rwanda, last week, led us into an online discussion on The ServiceMag forum. It was titled “What should be done when one of the big and most respected institutions has extremely poor customer...

Sunday, February 13, 2011, 12:00 AM

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

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...

Sunday, January 30, 2011, 12:00 AM

Share your best/worst 2010 service experience (Part2)

“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...

Monday, January 24, 2011, 12:00 AM

We can Make it in 2011!

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...

Monday, January 3, 2011, 12:00 AM

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

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...

Monday, December 27, 2010, 12:00 AM

CUSTOMER CARE : Too much Procedures can affect Service Delivery

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...

Monday, November 29, 2010, 12:00 AM

New ventures…brand your company right from the start (final part)

This is the last article on this series we started seven weeks ago for New Ventures. For the past three weeks; we have actually been tackling the importance of branding. Effective branding has the power of elevating the image and perception of a company’s products and services. The following...

Monday, November 22, 2010, 12:00 AM

New ventures…brand your company right from the start (final part)

This is the last article on this series we started seven weeks ago for New Ventures. For the past three weeks; we have actually been tackling the importance of branding. Effective branding has the power of elevating the image and perception of a company’s products and services. The following...

Monday, November 22, 2010, 12:00 AM

CUSTOMER CARE : New Ventures...brand your company right from the Start (Part2)

“A brand that captures your mind gains behavior. A brand that captures your heart gains commitment.” Says Scott Talgo, a renown marketing and brand strategist. There are two important elements in this quote that I would like us to focus on in this article, the mind and the Heart of the customer....

Monday, November 15, 2010, 12:00 AM

CUSTOMER CARE: New Ventures...brand your company right from the start

 Why is branding important for new ventures? What does it entail? What is the link between branding, marketing and customer service? Well, these are some of the questions your columnist received since we started 5 weeks ago this series for new ventures. The American Marketing Association (AMA...

Wednesday, November 10, 2010, 12:00 AM

CUSTOMER CARE : New Ventures...brand your company right from the start

Why is branding important for new ventures? What does it entail? What is the link between branding, marketing and customer service? Well, these are some of the questions your columnist received since we started 5 weeks ago this series for new ventures. The American Marketing Association (AMA)...

Sunday, November 7, 2010, 12:00 AM