Sandra Idossou

OPINIONS: Rwanda’s ‘good service’ vs ‘first impression’

Last week as we were conducting mystery shopping for an agency here in Rwanda, I went to one of the big insurance companies to inquire about medical insurance. As I entered this office, I was straight away approached by this lady who welcomed me warmly and gave me a sit asking me to wait for her...

Monday, March 9, 2009, 12:00 AM

OPINIONS:Are you a customer facing person?

My friend Pelagie who lives in Remera will always go to this hair saloon in Nyabugongo. When I asked her why she drives all the way to that saloon, her answer was as simple as this: “The staff is friendly, they know me very well and always give me the best service”. I don’t think Pelagie really...

Sunday, March 1, 2009, 12:00 AM

Ever wondered why customers pay less attention to your business?

I went to this restaurant in Kacukiro with some friends and was approached by Joseph whose manners were brusque. He was extremely slow and made us feel like we were inconveniencing him. Not that he was rude or impolite, but he didn’t exactly exude friendliness. He never smiled and just looked glum...

Monday, February 23, 2009, 12:00 AM

Outstanding customer service

Customer service is the cornerstone of a solid, thriving business. It costs more than five times to get a new customer than to maintain the satisfaction and loyalty of an existing customer.  Companies struggle to cut costs without realising that customer attrition might be the single largest...

Monday, February 2, 2009, 12:00 AM

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