Sandra Idossou

Service delivery in China: Lessons to learn part 1

Sitting at this hour of the day at the Shanghai International airport in China, I am wondering how China managed to become the centre of the world looking at the numerous passengers who are travelling. I am actually part of these passengers waiting to embark on my fourteen- hour flight back to...

Sunday, May 30, 2010, 12:00 AM

CUSTOMER CARE: Business etiquette of responding to correspondences is still an Issue

Ever since I have been a columnist, I have noticed that there are some articles that attract quite a number of responses from readers. The article titled: “Business Etiquette in Responding to Mails and Correspondence” that was published two weeks ago has been one of the few that has drawn many...

Sunday, May 23, 2010, 12:00 AM

CUSTOMER CARE: Knowing your consumer’s rights is priority

Last week there was a this story of a customer who went to buy a phone in one of the retail shops in town. After getting home, she realized that the telephone was faulty so she decided to look at the guarantee notice on the product. Surprisingly the guarantee was actually for 2 days for an...

Sunday, May 16, 2010, 12:00 AM

CUSTOMER CARE: The etiquette of returning calls and responding to mail

Have you been waiting for a response to a letter you sent three months ago to an administration, ministry or to private company? Is your request for an appointment yet to receive any feedback after waiting for 2 months? Your columnist has experienced all the above and has had enough of it and can’t...

Sunday, May 9, 2010, 12:00 AM

CUSTOMER CARE: Improvement of a bad service comes with positive criticism

Recently, we were doing a customer satisfaction survey for one of our clients and approached several of our client’s customers to collect feedback on the services rendered. Many customers made constructive suggestions, however one of them abstained from making any comments. He said, “I don’t want...

Sunday, April 25, 2010, 12:00 AM

CUSTOMER CARE: Attracting people through our smiles

There are days I hate going to work, especially when I feel moody, depressed and less motivated. I am in a job where I need to pretend to be friendly. As I write this article I wasn’t in the mood of smiling and being positive towards customers. As a service provider, I am constantly in direct...

Sunday, April 18, 2010, 12:00 AM

CUSTOMER CARE: When I spent six hours in a district office

For those who know me, you must be wondering how I survived this. Well, you will be surprised because instead of getting mad about this long wait; I rather felt so bad for the service providers I met on March 30, 2010 at the district office of Nyarugenge and at the bank. I needed to renew my visa...

Monday, April 5, 2010, 12:00 AM

CUSTOMER CARE: Knowledge is Power

“Knowledge is power” was originally said by Francis Bacon, an English philosopher, statesman, scientist, lawyer, jurist and an author. This quote implies that with knowledge or education one’s potential or abilities in life will certainly increase. This quote has always taught me that knowledge is...

Sunday, March 28, 2010, 12:00 AM

CUSTOMER CARE: Let’s all embrace “The Service Magazine”

It is not news that customer service is still a challenge both in private and public institutions. Many service providers have still not been able to find the exact way of improving their services to customers. As customers, we are still waiting for the time where the service people will respect us...

Sunday, March 21, 2010, 12:00 AM

CUSTOMER CARE: Building a relationship can attract more clientele

I am writing this article from Nairobi where I traveled to carry out a print job for the Service Magazine that is soon to be launched. Before arriving here, I had in my possession three different price quotations with approximately the same rates except for one which was slightly higher than the...

Sunday, March 14, 2010, 12:00 AM

CUSTOMER CARE: Who is your boss?

Sam Walton, an American great entrepreneur and the founder of the Wal-Mart stores in USA once said “There is only one boss.The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else”. I would like to share this quote with all the...

Sunday, March 7, 2010, 12:00 AM

CUSTOMER CARE: Time should mean money in Rwanda as well

As I start writing this article, I know for sure that many will dislike what they are about to read. I’m probably going to shock you but believe me dear readers, this has to come out. I have been in an “Enough is Enough” mood for these past weeks that I simply can’t keep quiet anymore on this...

Sunday, February 28, 2010, 12:00 AM

CUSTOMER CARE: Making me become loyal to your business

I’m what most people might describe as a loyal person. I always stick to people, products and services I’m used to. I almost shop at the same places; my tomatoes seller at the Kimironko market is still the same for the past two years; my flower seller down town knows my taste; my telecom service...

Sunday, February 21, 2010, 12:00 AM

Enough Is Enough

This is one of the days that I don’t know exactly what to write about…not because I’m not inspired but rather because I have had so many different customer experiences this week that I do not know which ones to share with you. Believe me dear readers, there are really days you think the service...

Sunday, February 14, 2010, 12:00 AM

One year of Customer Care Articles in The New Times

It has been a year now since I started writing the Customer Care articles in The New Times and I’m quiet impressed by the loyal readership this column has gained over these twelve months. Based on the numerous feedbacks I receive, I have no doubt that this column has positively affected readers’...

Sunday, February 7, 2010, 12:00 AM

OPINION : My intriguing job as a “Mystery Shopper”

“For the purpose of confidentiality, I’m not going to give out my name here. You will understand why when I explain to you the type of job I do. I am what some people call the “Service Police” but as I do not have any rifle or the ability to fine citizens, I prefer to compare my job to a private...

Sunday, January 31, 2010, 12:00 AM

OPINION : Small Details have a huge Impact on service

As good customer service in Rwanda has become the great topic and an important challenge for both the private and public institutions, many think it needs big and expensive strategies for its achievement. The important thing to remember is that small and seemingly insignificant details have a major...

Sunday, January 24, 2010, 12:00 AM

CUSTOMER CARE: Staff training as part of your 2010 resolutions

At an interesting meeting recently with a big business owner in Kigali, the CEO explained to me his plans for the growth of his business in 2010. He was so proud to announce to me his budget in renovating his office and equipping it with the latest modern technology tools. He became upset when I...

Sunday, January 17, 2010, 12:00 AM

CUSTOMER CARE: Showing appreciation as a resolution for 2010

The festive season has come and gone; filled with glitz and glamour. It has been filled with joy, happiness, family reunion and bonding all over. This has been a perfect time for New Year resolutions but also for exchange of gifts among friends and family members. Many business owners are using...

Sunday, January 10, 2010, 12:00 AM

CUSTOMER CARE: Looking forward to improved customer service in 2010

Rwanda, the land of a thousand hills and a million smiles has been facing a real challenge in terms of customer service. Even though there are tremendous positive things happening here, tourists, investors and many Rwandans have been complaining about poor service delivery. Good Customer Care has...

Sunday, January 3, 2010, 12:00 AM

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