OVER 50 hotel managers and representatives of service industries, yesterday took part in a training session conducted by experts in customer care business from the USA, with the aim of improving and professionalizing service delivery in the country.
The experts, who are also owners of hotels and restaurants in the United States, partnered with Rwanda Development Board (RDB) to facilitate the training, which was hosted at the Institute of Management and Administration in Kigali.
According to Amin Gafaranga, the Country Branding and Customer Care Consultant in RDB, the training is one amongst a series that RDB is currently facilitating to improve hospitality and customer care in both public and private sectors.
“These sessions enable Rwandan and international service providers to share knowledge, experience and challenges that they face, which can in turn greatly influence the industry in our country,” Gafaranga said in an interview.
He revealed that although the industry had improved in various aspects, it still faces major challenges that need to be dealt with.
“In recent years, we have recorded a great deal of improvement in customer care. People now treat their businesses as they ought to be treated. In the coming week, we shall also conduct a workshop in the countryside with the private sector, to improve public service delivery,” Gafaranga added.
In his presentation to the trainees, Gordon Schrank, of Chick-fil-A Corporate, an international food chain, stressed that in order to compete favourably in a competitive market, service providers must go beyond providing quality services but form a relationship with their customers.
“Service providers must create an emotional connection with customers, know them personally and show them warmth all the time. This way, they will become loyal customers and will benefit the business,” Schrank said.
He also commended some of the restaurants he visited in Kigali for their great customer care quality.