Sandra Idossou

CUSTOMER CARE: Should we blame Management for Poor Service?

After each training session, I often spend a lot of time analyzing participants’ evaluation forms as this helps me improve on future trainings. Last month, I read this from a participant: “This is the best training I have ever attended and I wish my managers and all our supervisors could also go...

Sunday, December 20, 2009, 12:00 AM

CUSTOMER CARE: Change your attitude today

Dr Maya Angelou, a remarkable renaissance woman and a great voice of contemporary literature, said in one of her legendary wisdom speeches that, “If you don not like something, change it. If you can’t change it, change your attitude. Don’t complain.” What are some of your attitudes you need to...

Sunday, December 13, 2009, 12:00 AM

CUSTOMER CARE: The hospitality queens of Gisenyi

With the visit of family members two weeks ago, we decided to try the small hotels on the shores of Lake Kivu in Gisenyi. For this family reunion, Gisenyi was the perfect destination because of its beauty and tranquility.  What an unforgettable experience this stay turned out to be! We...

Monday, December 7, 2009, 12:00 AM

CUSTOMER CARE: The hospitality Queens of Gisenyi

The above “Hospitality Queens of Gisenyi” have all proven that with their daily effort, determination, hard work, good taste and perseverance, good customer service can be achieved in Rwanda. With my family members two weeks ago, we decided to try the small hotels on the shores of Lake Kivu in...

Sunday, November 29, 2009, 12:00 AM

CUSTOMER CARE: Search for a positive word of mouth advertising

I overheard last week two friends discussing about their eagerness to shift from their usual-long-time service provider to this new company that has just arrived on the Rwandan market. Lucile explained that she had always felt neglected and maltreated with her service provider but had to remain...

Sunday, November 22, 2009, 12:00 AM

CUSTOMER CARE: The four service provider who have lately impressed me

After last week article titled “Yes, we can achieve Good Customer Service in Rwanda”, I received quiet a number of comments from readers. One of the respondents asked me to give concrete examples of service providers who have really changed their customer service attitudes since the whole campaign...

Sunday, November 15, 2009, 12:00 AM

CUSTOMER CARE: Yes, good customer service is possible in Rwanda

Recently, I was in a brainstorming meeting on customer service with branch managers of one of the insurance companies in the country and an interesting question came up. This question is actually a frequent one that I’m often asked during training sessions or through daily discussions on Customer...

Sunday, November 8, 2009, 12:00 AM

CUSTOMER CARE: Back to our good values and traditions

“Three days ago, together with colleagues from Holland, we were in a village called Nkungu near Cyangugu. We got hungry at a certain time but there was no restaurant around the village so I decided to enter this small village shop to get some biscuits. When I entered this little shop, I met an old...

Sunday, November 1, 2009, 12:00 AM

CUSTOMER CARE: Service gap between Kigali and upcountry

I’m this morning a happy person as I sit to enjoy my white chocolate mocha with two delicious cookies at the Bourbon Coffee Shop in Kigali. I think I have never felt so good in this coffee shop ever since I came to Rwanda. I was greeted by a smiling Abdi who said “it’s a pleasure to see you again...

Sunday, October 25, 2009, 12:00 AM

CUSTOMER CARE: Do our hotels respect standards of operation?

As a consultant and a trainer on customer service, I often go to places to have a real feeling of services offered to customers. As I’m writing this article now, I’m in room 18 of a hotel in Butare called Ibis. From the information gathered before coming here, this is the best hotel in town and...

Sunday, October 18, 2009, 12:00 AM

CUSTOMER CARE: Our attitude will determine our altitude

Customer service has been for several months now the main topic of discussion in town and in the media. A lot of effort is being made to improve on service delivery both in the public and private sector here in Rwanda. Customer care evolves around three main elements that are crucial and often...

Sunday, October 11, 2009, 12:00 AM

CUSTOMER CARE: Policing our Service Providers

Some weeks ago, I read in The New Times, a letter from a customer who complained about a pathetic customer service experience he/she had in one of the hotels in town. Upon informing the public through the newspaper; we later on heard that after investigating this story, the management of the hotel...

Sunday, October 4, 2009, 12:00 AM

CUSTOMER CARE: Dealing with rude customers

Is the customer always right? Is he/she a king/queen and the service person a slave? Should the service person accept everything the customer says and does? The reason why I want us to meditate upon the above questions is that I witnessed a scene as my friends and I were waiting for the gates to...

Sunday, September 27, 2009, 12:00 AM

Please stop spitting on the roadside

Editor, As a resident of Kibagabaga, it is with great joy that I often walk or run on the Nyarutarama and Golf Course Club roads. Thanks to the Kigali City Council, there are now pavements and lightning and exercising has really become easy even late in the evening. But this joy is being affected...

Sunday, September 20, 2009, 12:00 AM

CUSTOMER CARE: Preparing to welcome more investors in Rwanda

Last week was a very joyful and soul lifting time for many Rwandans and people living in Rwanda as we heard about the World Bank Doing Business Report. We are proud of the big jump Rwanda made and this calls for celebration not only here but throughout Africa. This is a true sign that the efforts...

Sunday, September 20, 2009, 12:00 AM

CUSTOMER CARE: Customer service, a real challenge throughout Africa

Recently I was in three African countries and realized at what point many companies were striving very hard to be the best they could. It seems like everyone is just looking for ways of getting the attention of their customers. I don’t know if this is due to the global economic crisis that has...

Sunday, September 13, 2009, 12:00 AM

Bravo to the Rwanda Revenue Authority

Editor, Since I have registered my company here in Rwanda; it has always been a nightmare going every month to declare taxes at the RRA. This is due to the long queues that I have to go through at all the 3 stages of the declaration process. Last month for instance, I spent 40 minutes just to have...

Thursday, September 10, 2009, 12:00 AM

CUSTOMER CARE: Why is your Customer’s Feedback so Important?

Is customer service a department in your company? Is customer feedback something you have just heard about? In today’s economical environment, customer feedback is indeed important and should be alive and working in all progressive companies, large and small, private or public. When we talk about...

Sunday, September 6, 2009, 12:00 AM

CUSTOMER CARE: Why is your Customer’s Feedback so Important?

Since I started writing these Monday articles on Customer Care, I am continually amazed at the number of readers who contact me; either to give me their comments or simply make suggestions. Many of the topics I write on are actually from the feedback I get from the readers. I have come to really...

Sunday, August 30, 2009, 12:00 AM

CUSTOMER CARE: Why is your Customer’s Feedback so Important?

In Butare last week, there was a customer forum held by one of the banks of the country. This forum that was organized in one a attractive environment was attended by many of the bank’s customers. The main objective of this customer forum was to have a real face to face contact with all customers...

Sunday, August 23, 2009, 12:00 AM