I feel compelled to provide feedback on one of your employees located at the UTC MTN location, Dominique Ntirushwa. If I did not take the time to write this letter, I would be doing a disservice to your organization and to Rwanda.
I met Dominique when I first arrived in Rwanda in November 2009. I was attempting to figure out my phone/internet connection situation. I was a foreigner trying to get settled in and I was quite stressed about all logistical issues, but communication technology in particular.
So this experience I had in the MTN office factored in to my early and lasting perceptions of what it is like to work and live in Rwanda.
Over the past eight months or so, I have had numerous interactions with Dominique, on various types of technical issues. I can honestly say that every single time he has responded to my needs and requests with impeccable all-around customer service.
Over the past few months I’ve had some issues with my post-paid billing. After six months in Rwanda, and I had to return to the US for a couple of months and de-activated the data service from my account.
When I returned, I found that the administrative staff had not actually de-activated the billing so I was charged much more than expected. It has taken more than a month to resolve this issue but Dominique has stayed with it the whole time, keeping me apprised of his communications with your corporate office and trying to correct this issue and figure out the problem.
Almost any other employee in any other company would have not bothered, and would have promptly thrown up their hands in defeat and referred me to someone else. He did not do that but instead helped me until the issue was resolved.
I cannot stress enough how valuable a person like Dominique is to your organization and to the country of Rwanda, especially as the country is basing much of its development goals on customer service, which remains a major challenge to be addressed across all sectors.
Dominique’s attitude and aptitude can be held up as exemplar in this area. I know those are strong words, but that is exactly what his actions have inspired me, as a long-term customer, to feel.
I have run businesses and hired many employees in the US. I know how rare these qualities are. Dominique has the work ethic and service ethic that need to be transferred, emulated and adopted by all employees in Rwanda - and everywhere in the world, for that matter.