Those who truly recognize and appreciate the reason why customer service and care in Rwanda, unlike her neighbors, requires campaigns, may know or not know, that ultimately, the awareness will require to focus on behavioral changes in service, and most so, in attitude. My former boss used to say, “The worst combinations one can have in the service industry, is arrogance and incompetence”.
I agreed with him then, and I agree with him now. If we compare with our neighbors, and, allow me to go on, I do not paint a general picture; there are numerous exceptional personnel in various Rwandan service industries. From security to banking, education, medical and hospitality sectors alike. But what I am saying is; if you ask any tourist, domestic, regional or international, who visits Tanzania, for example, what do they say about how welcoming the people there are? And in Uganda, how is the tourism industry regarded in terms of service delivery?
And what about Kenya, what is said of the hospitality industry? And how is service rated in Rwanda?
I paint this picture for us to better understand, if we dig deep, and we have to so as to succeed at this, why I say some behavioral changes are needed in improving customer care and service in Rwanda; and why there are National campaigns going on in recognition of the need to create awareness, and as we go on, maybe we can both figure out why things are not quite working out.
For starters, let’s look at the ABC’s of personal branding – Appearance, Behavior and Communication. Good manners in the work place must begin at the top, as the boss sets the example. Civility becomes engrained in the work place when the tone is set from the top down.
Bad behavior affects business, and studies have shown that a large number of employees would rather choose to leave than put up with uncivil behavior. Now imagine customers? Civility strengthens all good business relationships.
We use more muscles to frown than to smile. Most people know this. It is easier to be kind than to be rude. If we all followed the guidelines to good manners and mutual respect, we would treat each other more kindly, behave more honestly and enjoy more professional success. People with good manners treat others cordially, think of others before themselves and respect others. In this way, people buy from other people more, and better manners does in the end mean, better business. Why not take a survey at your workplace and see if bad behavior and poor customer service are harming your business, and your company brand? Bad manners and behavior can cost business by contributing to loss of customers, and related revenue, of course, and decreased employee morale. You will find when you do the mathematics, that bad behavior does equal bad business.
Let us all understand; the service industry is not for the faint-hearted. Business owners, managers and employees alike, need to remember that customer service is engrained in people. It may be a niche business that one goes into, or a job that one takes on to settle the bills per se, but the core element of the service industry is passion; passion for service. And with customers being educated further on consumer rights, and what with the market opening up with different suppliers and options to counter the monopoly services that we have been used to patronizing, let us remember that the customer is, indeed King. And that, when understood, will make all the difference.
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