ben kalkman - The ServiceMag

Transcription

Issue 3: Sept-Nov 2010
Iron Sharpens Iron
An interview with the PS,
Ministry of East African
Community in Rwanda,
Mr. Robert Ssali
Impamvu Zitera Kwakira
Nabi Abakiriya
En avant pour nos droits
de consommateurs
!
EW
N
k
“Customer care is about efficieny
As
CEO, Banque Populaire du Rwanda
An
BEN
KALKMAN
sw O
er u
s r
to L
le a
ga w
li y
ss e
ue r
s
Motivate Your Team
Imikorere yawe niko gaciro kawe
Ubupfura bwawe burangwa n’imikorere yawe
Twese dushima umugenzo mwiza w’ubupfura ndetse tukubaha abatuboneye izuba: ababyeyi
n’abakurambere bacu baranzwe n’umuco mwiza w’ubupfura.
Dushima kandi imigenzo myiza n’indangagaciro z’ umuco nyarwanda byaduhesheje ishema
ry’ubunyarwanda ubu tukaba duharanira gukomeza uwo murage.
Harageze rero ngo imvugo ibe ingiro: ubupfura, ubutwari n’ubunyangamugayo biturange mu mikorere
yacu, bityo biduheshe ishema mu murimo wacu.
Ubupfura bugaragarira mu buryo twitwara, ibikorwa dukora, ndetse n’uburyo tubikora.
2 | The SERVICEMAG September - November 2010
PUBLISHER’S
NOTE
R
wanda is a dynamic country with
many positive things happening.
Since July 1st 2010 for instance,
Rwanda together with Kenya, Uganda,
Tanzania, Burundi have embarked on the
Common Market Protocol that will bring
free movement of labor, capital, goods
and services within the region.
While some are afraid of the competition
that this will create, many other people
in the business community appreciate
the fact that this will avail greater
opportunities for trade in goods and
services; employment opportunities for
people in the East African Community
member states.
Our focus this issue is the East Africa
Community Common Market Protocol
with an interview with Robert Ssali,
Permanent Secretary of the Ministry of
East African Community in Rwanda.
Banque Populaire is another example of
the dynamism in the Rwandan economy.
What used to be a cooperative some years
ago has embarked on a dynamic process
and has become a commercial bank. Read
the personality profile of Mr Ben Kalkman,
the CEO of this Bank and know what he
and his team are doing in improving the
bank’s image by offering better services.
If you were at the launch of the second
issue of The ServiceMag three months
ago at the Laico Hotel in Kigali, then you
were lucky to be part of our gracious
audience that evening. Many have asked
why we organize events with the release
of each issue of The ServiceMag. The
main purpose is to bring together people
in the service industry to discuss their
challenges, share best practices and of
course network.
In this third edition, we are adding a new
column called “Ask our Lawyer” to answer
our readers’ questions from a legal
aspect. Send any legal question on
the services you receive and Katia
Maniakirazi, our legal expert will be
happy to answer them.
Again, we want to thank you all for
your numerous comments/feedback/
suggestions. Thanks again to the
contributors and sponsors. It is
because of you that we continue to
publish.
Dear reader, reading helps in
developing your mental capacity.
Reading stimulates the brain,
instructs, informs, entertains,
motivates and inspires. Reading
is a powerful way of upgrading
one’s knowledge and that is why I
encourage you to read not only the
entire ServiceMag but also books,
newspapers and even material via
the internet. If you don’t read you are
definitely missing out on a great way
of learning as well as a wonderful way
of improving your life and business.
One of the most basic foundations
of power in business comes from
having access to information and
controlling it. Develop the habit of
reading. Resolve to never let a day go
by without reading something and you
will see the effect.
Remember knowledge is power!
Enjoy the reading
“
If you don’t read you
are definitely missing
out on a great way of
learning as well as
a wonderful way of
improving your life
and business.
”
Published By Shei & Enz Consulting
P.O.Box 3425 Kigali Rwanda
www.sheiconsulting.com
The opinions expressed in The
ServiceMag and The ServiceMag
Online do not necessarily reflect
those of the editor, publishers or
their agents.
Sandra Idossou
Publisher
*Articles and contributions are
welcome. If you would like to share
your customer service experience
please send it to
[email protected]
The SERVICEMAG September - November 2010 | 3
CONTENTS
FEATURES
42
06
08
10
14
16
18
19
20
21
Back to Our Good Values & Traditions
Environmental Awareness
Bank Populaire du Rwanda
En Avant pour nos Droits
It Pays to look Good
The Philosophy of Inclusion
Ikimenya mu Gutanga Servisi
Building a Successful Sale personality
The Customer is King
FOR THE MANAGER
30
33
36
Design & Layout
Edward Matovu
[email protected]
Editor English
Aryantungyisa Otiti
[email protected]
Editor French
Diana Ramarohetra
[email protected]
Kinyarwanda Editor
Gaspard Habarurema
[email protected]
Kinyarwanda Translator
Aime Munyanganzo
[email protected]
Photographer
Paul Snijders
[email protected]
Leadership Personnel
Impanvu Umunani Zitera Kwakira
Nabi Abakiriya
Motivate Your Staff
Cartoonist
Dolph Banza
[email protected]
HAVE YOUR SAY
44
48
49
Publisher
Sandra Idossou
[email protected]
Mu Banyarwanda, kwakira neza
abakugana byari umuko
Excellent Service at the Post Office
Se Faire Belle à l’Egyptienne
38
Contributors
Abena Amoako-Tuffour, Berna Namata,
Hermine da Silva, Efua Hagan, Gloria A.
Iribagiza, Theoneste Sebihogo, Awambeng
René, Kelvin Odoobo, Bea Umwiza, K.
Ezéchiel Ouedraogo, Eva Gara, Katia
Manirakiza, Olivier Ntaganzwa, Hubert
Rutage Ruzibiza, Dalia Farag, Mafoya,
Ezrah Ranjato, Paradis Winslet
SPONSORS
INTERVIEWS
Diamond
Ministry of East African Community
Banque Populaire du Rwanda
Rwanda Development Board
06 Ben Kalkman
08 Robert Ssali
PLUS
42
56
58
04
08
Ask Our Lawyer
Pictorial
Cartoon
Your Mail
COVER PHOTOGRAPHY BY Paul Snijders.
Platinum
Ecobank
RwandAir
Kenya Airways - KLM
Gold
The Manor Hotel
Rwanda Directorate General of Immigration
and Emigration
Ujenge
Iposita
Silver
Fina Bank
Intersec
Datapro
Bronze
Expand
www.theservicemag.com
Your M@il
I loved the article “10 Things for Effective Customer Service Training”. I have been
working for the last 8 years and was privileged three months ago to attend a
training session on Customer Service. I learnt to be proactive, to smile and think
outside the box.
Before the training, I believed that customer
care was not “Rwandan”. I was happy to learn that
with a positive attitude one can satisfy customers.
Today I feel empowered and I really wish all
managers would understand the importance of
training employees. Training us is an investment, I
must admit; but an investment that will boost our
professionalism and positively affect the results of
our company.
— Amanda Doyle
— Ignace Kaliza
Congratulation on coming up with such
an educative project as the Service Mag
is. I am a career advisor at Kigali Institute
Management. Our focus in career advisory
education is to produce students who are
employable, have the necessary skills,
are competent in their sphere of work and
increase overall corporate effectiveness
and efficiency.
I have used your magazine in my
classes to highlight a number of issues.
The students appreciated the issues that
you raised and even wanted to read the
magazine themselves. Please include the
Kigali Institute of Management on your
distribution list both for our students and
faculty members.
Thank you for your contribution to
customer care services in Rwanda. I have
read your magazine and learnt how to
receive my clients. I encourage all people
offering services to read this magazine
and learn from it. I also appreciate the
sponsors and would like to encourage
other businesses and investors to take
part in sponsoring.
Bonjour, je suis tombé sur vous
récemment. Je dois dire que j’ai
beaucoup apprécié l’esprit même de votre
magazine. L’article sur « Qu’es-ce qui tue
votre image ? » m’a fait particulièrement
mourir de rire. Je dois dire que je me suis
reconnu dans quelques remarques. En
tout cas, merci pour les conseils, cela va
me permettre d’améliorer mon image.
— Imasy Jamison
— Paul Shumbusho
Je voudrais vous suggérer de prendre un
historien ou sociologue qui pourrait écrire
plus d’article sur nos traditions ou nos
coutumes rwandaises par rapport à la
notion du service. Il doit bien y avoir des
explications historiques sur les causes
de la méfiance que nous remarquons
chez certains vendeurs. En comprenant
mieux notre histoire du passé, on peut
mieux aborder le présent et se préparer
davtange à l’avenir.
Merci encore pour le boulot excellent
que vous faites dans cette éducation de la
population.
Nikundiye ikinyamakuru cyanyu ku
buryo butangaje ubu nyine nyotewe
no kuzabona nimero ikurikira. Mu
byukuri gisa neza, cyanditse neza
kandi kirashimishije ku buryo usanga
gitanga inama zubaka. Nifuzaga rwose
mbikuye ku mutima ko Leta yacu n’ibigo
bikorera hano byagufasha kugira ngo iki
kinyamakuru kijye gisohoka buri kwezi
kandi n’inyandiko nyinshi zikaba ziri mu
Kinyarwanda.
Ndahamya ntashidikanya ko uko
kigenda kirushaho gusomwa abantu
bakiga ibindi bintu bishya ari na ko
kizagenda kigira uruhare rugaragara mu
gutuma hatangwa serivisi inoze izatuma
igihugu cyacu kigera ku iterambere.
Numva mfite ubushobozi bwo kubafasha
nabikora rwose ntitangiriye itama.
Ntucike intege komeza inzira
watangiye. Imana izagufasha kuko
iki ni igikurwa kiguhesha agaciro
kikanagahesha ikipe mukorana n’igihugu
cyacu.
Imana ibahe umugisha kandi ibakomeze.
— Jean Baptiste Izimana
— Byanditswe na Cyriaque Nkurunziza
— Beatrice Madya
I think the subject matter of the magazine
is fantastic since this is an area Rwandans
need to improve. I commend the magazine
in selecting certain thought-provoking
and helpful topics. I especially found
‘Customer Service: Root Causes Verses
Symptoms’; and ‘Give It Time!’ very
interesting. However I would like to advise
the magazine to avoid emotional and
caustic articles which lead to offense
rather than offering constructive criticism.
J’ai toujours aimé votre magazine. Je
me suis dit que je voulais moi aussi y
participer mais je n’ai pas encore eu le
temps d’écrire un article. Le service au
Rwanda et surtout à l’interieur du pays
a vraiment besoin de telle initiative pour
avancer. Puis-je vous suggérer d’avoir
plus d’articles sur le service publique tels
que la Police, les hôpitaux et les districts.
— Elise G.
Write to us
e-Mail
[email protected]
Connect with us on
PHOTO BY Paul Snijders.
FEATURE
Back to Our Good
Values and Traditions
By Sandra Idossou A
few months ago I was
travelling with some
colleagues in a village called
Nkungu near Cyangugu. We
got hungry and decided to buy
some biscuits in a small village shop.
The shop attendant, a woman of about
60 was chatting with a friend. She stopped
her conversation immediately and offered
me such a friendly and warm smile
that made me forget about my hunger.
Although we were faced with the language
barrier, this woman tried her best to
assist me. She showed me two different
types of biscuits. I was so overwhelmed
with her attitude that I decided to buy all
her stock of biscuits.
Why can’t we get this type of service in
Kigali and other big cities? I have been in
several shops in Kigali and in other cities
in Rwanda but had never experienced
such warmth from a sales person. How I
wish my banker, my insurance company,
my telecom provider, my restaurant, the
cashier at my grocery shop and the so
many service providers I deal with could
learn good customer care from this old
village woman.
Is customer care in villages better
than it is in big cities? Are people in
villages better equipped with good
manners than those in town? Are we so
“civilized” or “westernized” in cities that
we have forgotten the good manners we
were taught in our traditions?
As Africans, we have many values
that go hand in hand with good customer
care practices. We are taught right from
“
Are we so “civilized” or
“westernized” in cities
that we have forgotten
the good manners we
were taught in our
traditions?
”
our childhood to be nice to visitors, to
show appreciation to people, to greet or
thank people, to honor our promises, to
be diligent with our work, to be courteous
and so many other values.
The first time I saw Rwandans
greeting each other with the big hugs
I was deeply touched. I found this so
beautiful and could not understand why
people in offices and businesses were so
cold.
Why can’t we see the same warmth
in our offices? Why have we left our good
traditions and culture at home? Why
are we completely different when we
are working? Why do our smiling faces
disappear just when we enter our shops?
The good customer care attitudes
portrayed by the old woman were natural
to her. I’m sure she has never gone
through any formal training on customer
care; neither does she read any of
the customer care articles in the New
Times but deep inside her, she knows
exactly what it takes to touch customers’
emotions. She just understands that
being available and nice to customers is a
requisite for every sustainable business.
Customer service is the set of
behaviors undertaken by any person
in business during an interaction with
customers. It is simply being able to
provide assistance, care, respect and
attention to customers. Customer care
has always been a competitive advantage
even in our traditions as it entails all
the little things we do to build excellent
rapport with each and every customer.
As Africans, we can be proud of our
rich traditions and values on hospitality,
caring, loyalty, responsibility, selflessness,
solidarity, perseverance, sociability,
honesty, courtesy, respect and even on
dress code and so many other more.
“A people without culture are not a
people at all”. Let’s then reinforce our
traditional values for our own future
and destiny as these cultural values
and attitudes will shape our economic
success.
No matter the type of business you
are into, behave in a manner that causes
your customers to become loyal to you.
Your own destiny is in your hands and
in your words. Let’s decide to go back
today to our values and traditions and we
will be able to create a better emotional
relationship with people we deal with. TSM
[email protected]
FEATURES
Environmental Awareness
in the Service Industry
By Abena Amoako-Tuffour
F
or some the link between the
service industry and environmental
sustainability may not be obvious
but there is a very important connection.
Environmental sustainability is using
the earth’s resources carefully so that
they are not permanently depleted or
destroyed for future generations. An
example of sustainable forestry is to cut
down some trees but to leave enough
to prevent serious soil erosion and the
permanent destruction of the local wildlife
habitat. It would then be sustainable to
plant more trees to replace the ones you
cut down.
Consider the daily activities of airports,
restaurants, hotels, car rentals, business
centers, grocery stores, and the public
sector. Though they offer different
services, they all consume and affect the
earth’s resources. For example, they all
use large quantities of water; many use
paper and most if not all use vehicles
to carry out day-to-day activities which
mean consuming fossil fuels and emitting
carbon dioxide into the atmosphere. In
addition, all of these service providers
cater to large quantities of people from tens to thousands of people a day.
This means that by simply existing as
a business or institution, you have a
significant impact on the environment.
And depending on your awareness and
concern for the environment, this impact
is either positive or negative.
As the world’s population increases
and lifestyles evolve, our relationship
with the earth can affect the health of
other people, plants, and animals and
determine whether they live or die.
According to a 2002 United Nations
Environment Program press release,
climate change, and the pollution from
cars and industries are two of the
emerging threats Africa will face over the
next three decades. And environmental
conservation is receiving more attention
around the world. Rwanda’s Kwita Izina
(baby gorilla naming ceremony) event
is an effort to promote environmental
awareness and to protect the diverse
wildlife and habitats of Rwanda and
neighboring countries.
In Rwanda, many in the service industry
have some environmentally-friendly
practices although they may not be
aware of it. For instance the absence
of packaging for food in markets and
restaurants requires people to bring
reusable bags and containers. This means
that very little waste is being produced.
While some western countries are trying
hard to promote the use of reusable
bags for shopping, many Rwandans use
them because nothing else is available or
because it’s cheaper than having to buy
envelopes every time they shop.
One business center in Remera uses
minimal amounts of paper. Besides
the occasional large order, they use on
average 10 pages a day for printing and
photocopying. . “We recycle paper- for
example if we print out too many copies
by mistake, instead of throwing it away,
we use it as scrap paper ” says Sharon,
who works there. These are good
examples of environmentally friendly
behavior, but people must be aware of the
environmental impacts of their behavior
in order to keep up these good practices.
Being environmentally friendly not only
shows respect for the planet and others
living on it, human or non-human, it can
also save time, money and foster creativity
as well. For instance, workers in Mexico
and Peru make handbags from discarded
candy wrappers!
The service industry has a large
impact on the environment and has the
opportunity to be leaders in environmental
sustainability. There are many different
ways to work on being environmentally
sustainable: Sell coffee? Buy coffee
beans grown with natural fertilizers
instead of artificial ones that destroy other
plants, are harmful to human health;
Sell or serve food? Use reusable food
containers instead of disposable ones.
Use a lot of paper? Think of alternatives
such as e-mail, erasable whiteboard.
Also print double-sided when you can and
reuse paper for scrap.
Avoid wasting power, turn off your
lights, your television, your computer
when they are not being used.
The possibilities are endless but the
earth’s resources are not. Think of how
you can play your part for a thriving and
sustainable service industry. TSM
[email protected]
PHOTO BY Paul Snijders
“Being environmentally friendly
does not only show respect for the
planet and others living on it but
it can also save time and money”
BANQUE POPULAIRE
The Rising Phoenix
By Berna Namata Kigali while restructuring was done of
all layers of management at Head Office
and in the branch network. “We had more
than 400 people leave the bank for various
reasons, for example corruption, fraud,
incompetence. Others were opposed to
change, but we had a lot of good people
coming in too and we conducted training
for them (staff),” Kalkman says. While
the Bank took serious write-offs over
2009, Kalkman points out that long term
development of the financial institution
is more paramount than profitability.
Last year the Bank was forced to write
off approximately Rwf1billion from its
balance sheet which dated as far as 10
years.
According to the CEO, Rabo
Development’s mission is to help financial
institutions to evolve into fully fledged
financially sustainable retail banks with an
agricultural and rural orientation. “This
is why it is called “Rabo Development,
every where we are - we think in terms of
at least 10 years. The first two years have
been about taking control and cleaning up
the balance sheet.”
However Kalkman also points out that
improved service delivery has enabled the
bank to comfortably increase its market
share.
PHOTOS BY Paul Snijders
W
ith the largest number of
branches - 189 branches
countrywide and a major
market share, Banque
Populaire du Rwanda
(BPR) is steadily setting the pace to
become a leading retail bank in the
country.
Yet it is only two years since the
bank changed from being a cooperative
to a corporate structure after Rabo
Development from Netherlands bought a
minority stake - 35 percent in the bank. Despite turning into a fully fledged
commercial bank, it has remained true
to its cooperative roots by retaining its
widespread shareholder base of clients
from throughout the country. True to its
name “Banki Y’abaturage” - (the people’s
bank), BPR now features approximately
over 574,624 small shareholders and
one major one — albeit a minority
shareholder- in Rabo Development.
“Our target is the lower segment
of the population where we have over
1 million clients. We are not going to
compete head-on with the other banks
for the corporate market,” says Ben
Kalkman, a Dutch national who has been
the Chief Executive Officer (CEO) of BPR
since 2008.
The Bank has a mission to offer a full
range of financial services in the urban
and rural areas in a market driven and
financially sustainable way. It is based on
cooperative characteristics with special
attention given to farmers, agribusiness
enterprises, private individuals and micro
as well as small and medium enterprises.
Kalkman also points out that as
minority shareholders; Rabo Development
only comes to provide technical support
to the Rwandan team. BPR has a
Shareholders Agreement as well as
a Technical Assistance Agreement in
place. As from mid 2008 a whole new
management team was established in
According to Konde Bugingo, the
Head of Operations at BPR, the bank
is working around the clock to improve
service delivery by connecting all its 188
branches in the country into one network
to facilitate clients’ access to their
accounts everywhere in Rwanda.
So far, 38 branches of 188 branches
have been connected and the process
will continue until 2011, though the
official says delays are expected in most
of rural areas due to lack of electricity
and internet connectivity. Bugingo also
points out that the Bank has invested both
human and capital resources to improve
service delivery.
“Improving the way people work and
deliver services is important – people
have to realize that any delay in their work
COVER INTERVIEW
“
Apart from the mobile
banking, the Bank is
planning to increase
its Automated Teller
Machines (ATMs)
network to at least 50
machines from the
current 25 machines to
ease the long queues
is actually affecting a certain customer
who is actually paying their salary,” he
says.
As part of the wider efforts to improve
service turnovers within the Bank,
Bugingo says the BPR has rolled out a
state of the art Mobile Banking service to
its clients. “Our mobile banking facility
will go beyond what is currently offered
to the market –SMS banking,” he says.
With this product, Bugingo says clients
will be able to access banking and
financial services on their mobile phones,
transfer between accounts, buy electricity,
purchase airtime, Pay bills such as DSTV,
Startimes, MTN/Tigo postpaid etc.
Richard Ndahiro, the Marketing
and Product Development Manager
at the Bank also points out that with
the innovation - BPR mobile Banking,
the Bank is positioning itself to be the
leading retail bank in the country. “BPR’s
bright future is undisputable. We see
ourselves as the leading retail bank in a
short period from now. We have the most
valuable asset to make this happen--a
huge client base and a large branch
network,” Ndahiro says.
But the Bank is far from exhaustion
as far as product development is
concerned, Ndahiro points out. Apart
from the mobile banking, the Bank is
planning to increase its Automated
Teller Machines (ATMs) network to at
least 50 machines from the current 25
machines to ease the long queues at the
Bank’s branches across the country. “For
the most frequent and basic banking
“
transactions--clients won’t need to
storm the branch any more--but use
their phones or ATM. Clients will only
come to the branch to get other services
like loans. This gives us more room to
better cater for those who come to our
branches,” Ndahiro says.
BPR is the 6th partner bank of
Rabo Development following successful
partnerships in Tanzania (National
Microfinance Bank), China (United Rural
Co-operative Bank of Hangzhou), Zambia
(Zambia National Commercial Bank),
Mozambique (Banco Terra) and Paraguay
(Banco Regional). TSM
[email protected]
COVER INTERVIEW
PHOTO BY Paul Snijders.
In an exclusive interview with The
ServiceMag, Ben Kalkman, Chief
Executive Officer of Banque Populaire
Du Rwanda (BPR) notes that while the
task has been challenging, he remains
enthusiastic and optimistic as the bank
is making great strides. Below are the
exerpts
The Service Mag (TSM): Almost three
years down the road, how have you been
able to convert a large microfinance
network of cooperatives into a
commercial bank?
Ben Kalkman (BK): It is a long journey
and it is not over yet because what
we inherited was something that was
non- existent; we did not inherit a
bank. We had to create a bank out of
140 independent Saving and Credit
Cooperatives (SACCOs) of which many
were either technically bankrupt or not
functioning. Now we have 189 branches. We have
a management structure like European
banks have. This means everything had
to change. We had to step up everything
from scratch – we also had to clean the
balance sheet and the credit portfolio.
The first thing we had to do was take
control; even if there was a due diligence
performed it was kind of a “hopeless
quest” because every branch operated
with a different policy, different personnel,
different board, different credit policy.
We eventually had to find means of
creating one balance sheet and of course
there are other issues – personnel,
staff training, Information Technology,
network - that is about everything. It
is actually more complicated than just
starting from scratch and building a new
bank. TSM: How would you describe the impact
of Rabo Development so far? BK: The expectations were unrealistic
in many ways; people expect that since
an international bank has come in then
within a year everything will be fixed. We are slowly building it up with many
Rabo expatriates even though Rabo
Ben Kalkman
“Customer care is about
efficiency”
Development only has 35 percent with
a management contract. The majority
shares are owned by members of the
independent SACCOs who became
shareholders of the bank when we took
over.
Rabo Development came in with an
investment of more than 6 million Euros
in addition to 4 million Euros from the
Dutch government. We have not more
than seven Rabo Bank staff offering
temporary assistance from Rabo in
Holland and other Rabo partner banks on
the Continent; the rest of the staff is local
or from the region. Basically the team we
have on the ground is very small which is
essentially because Bank Populaire is and
has to remain a Rwandan bank. It is a huge task – the first year 2008
was all about taking control and 2009
was a big clean up year; cleaning up
our balance sheet. The first year we
made more than Rwf2 billion in profits.
Last year we took a drastic approach
to go deep into the credit portfolio and
reclassify all of the assets. This pushed
up our Non Performing loans (NPLs) ratio
but at least this was a real picture of what
the real situation was. We have written off
more than Rwf1billion from the balance
sheet which dates back as far as 10 years. I can safely say that the figures before
2008 were not so reliable to say the least. We have cleaned up the whole portfolio
and put in place a completely new banking
general ledger system including installing
new banking software (T24) – state of the
art, expanded the branch network (189
branches now ), rolled out a new human
resource management structure with job
descriptions, targets and appraisals that
allows staff to receive bonuses.
We are connecting as many branches
as possible (currently 36 branches are
connected) but we are hampered by what
MTN, Rwandatel and Tigo can offer. We
are even considering satellite technology
because the more branches you have
connected, the more control you have
over the network. This reduces the risk of
fraud and greatly increases customer care
service to clients.
TSM: Poor customer service is still
a huge challenge in both public and
private sectors in this country, how is
the Bank tackling this issue?
BK: In the past we did not even have a
customer care department. So we set it
up and trained customer care officers.
We also train all our commercial people
in customer care actually explaining
what true service delivery is and making
them live up to it because service levels
in general in the banking industry were
extremely low for a variety of reasons.
This is not just a Bank Populaire
initiative, but that of the whole banking
industry through the RBA (Rwandan
Bankers Association). We are working
on reducing the queues, rolling out more
electronic products like mobile banking,
expanding our ATM network; we are doing
almost everything to increase service
levels to the client. This is nationwide
effort.
TSM: The misconception about customer
care has been that many people think
it has got more to do with courtesy
(smiling, greeting a customer), yet
customers or clients are always looking
for value for money. What is your view?
BK: Customer care is about efficiency. It is about understanding the concept
and making sure that the customer gets
the service that he/she needs and you
must be able to deliver it. And you can
only deliver it only if you have the right
tools such as good automation, the right
organization, good structure and the right
mentality. Rwanda is not a very service minded
society – you see this when you go to
the supermarket or the banks, but it is
changing rapidly. I just renewed my work
permit – it was amazing; state of the art
automation, very fast and efficient. I think
a lot of the improvement has to do with
the establishment of the East African
Community because service delivery
levels in Kenya, Tanzania or Uganda
are higher. This is a very promising
development.
We are doing our best, this is not a
fast process, but by the end of next year
we will have something like 100 ATMS. In
one month’s time we will roll out mobile
banking for approximately 300,000 and
these clients will not have to come to the
bank any more for transactions. Watch
this space; you will not recognize this
bank in three years time.
TSM: What is the major challenge
affecting service delivery in the financial
sector?
BK: Shortage of skills in the industry; the
“... we are doing
almost everything to
increase service levels
to the client. This is
nationwide effort. “
level of people that we are hiring from
cashiers to junior staff is still low because
they have not been properly trained. We
have to train all the people ourselves and
then they get “stolen” by the other banks
and we have to train again and again.
We (Bankers) are setting up a Banker’s
institute under the Bankers Association
where we are going to train our own
people to give them certificates as
cashiers, credit officers etc. This will lead
to much higher professionalization of the
industry. TSM: Future plans; what big plans or
projects are in the pipeline? BK: We are restructuring all our branches
; we have already done 10 branches –
totally redone and not just repainting
- a new customer client guiding system
– electronic , customer care , reception
,commercial officers etc. These branches
offer a much better “look & feel”. That
combined with full ATM service and full
model banking; this is a radical change
across the board
We have just set up a call centre with
international expertise to facilitate our
clients. TSM: On a lighter note, who is Ben
Kalkman?
BK: I am Dutch. I grew up in Caribbean
and South America. I have 18 years
experience in international banking in ten
different countries. Rwanda is my first job
in Africa. My work style is probably too
egalitarian for Rwandan standards. We
work in management teams; I do not like
to take decisions alone. There is a senior
management team and we do many things
in committees. I believe in leading by
example – so what we expect from people
we have to demonstrate ourselves and
of course delegate and train at the same
time. TSM
C
En Avant Pour Nos
Droits De Consommateur!
Par Hermine da SILVA
PHOTOGRAPHY BY Mark Sebukima
ourses au supermarché,
déjeuner au restaurant,
réparation de chaussures
chez le cordonnier, achat
de pagnes au marché,
déplacement en taxi, ces actes on les fait
tous les jours.
Mais saviez-vous qu’en accomplissant
ces actes, en retour, vous avez des
droits? Eh oui, ces différents faits font de
nous des consommateurs vu que nous
faisons usage des biens et services divers
pour répondre à nos différents besoins
… Mais il n’est pas sûr que, nous soyons
tous des consommateurs au même degré
et au même niveau. Il y a évidemment
un grand écart entre le consommateur
rwandais, sénégalais, africain et le
consommateur français ou américain.
Qui dit droit, dit obligation bien
évidemment. Mais alors, qu’est-ce
qu’on entend par droit quand on est
consommateur ? A t-on réellement des
droits ? Etre consommateur en Afrique
“Le consommateur
a le droit d’avoir
toutes les
informations dont
il a besoin sur un
produit ou service.”
donne t-il des droits à part s’entendre dire
qu’on est roi ???
Sachez mesdames et messieurs, que
faire ses courses (acheter son pain, ou
réparer sa chaussure) n’est pas si anodin
que cela. En remplissant vos paniers,
vous faites partie du droit sans le savoir !
Exemple : en faisant vos courses, vous
vous êtes blessé en glissant sur le sol,
la vendeuse refuse votre billet de 1000
francs sous prétexte qu’il est déchiré, le
vigile du magasin a exigé de fouiller votre
sac?
Ces situations, on les vit tous les jours.
Leur bien fondé ? On se le pose souvent.
Et les réponses qu’on trouve relèvent
surtout du bon sens me diriez-vous. En
effet, le droit des consommateurs peut
être défini comme étant un juste milieu
avec ce qui est juste, ou bien.
les ingrédients qu’elle a utilisés pour les
préparer sans qu’elle m’en demande la
raison. Si je signe un contrat pour prendre
un crédit, je suis en droit de demander
des informations détaillées du contrat.
QUELS SONT ALORS LES DROITS DES
CONSOMMATEURS
Le droit de choisir
Les consommateurs doivent insister
sur une variété de produits et de
marchandises à choisir en fonction des
goûts personnels, de la qualité ou du
prix. Si le supermarché du coin me
propose une seule variété de mangues, je
peux insister pour qu’elle m’en propose
d’autres. La concurrence sur le marché
nous permet d’acheter ce qui répond le
plus à nos goûts et désirs.
Un consommateur a des droits et
comme celui d’un employé, il relève
de la responsabilité de la société, de
la commerçante ou du mécanicien de
s’assurer que les droits de son client
soient respectés en tout temps.
Les plus élémentaires de ces droits
sont recensés comme suit:
Le droit d’être entendu
Le revendeur, le plombier, la vendeuse de
pagne ou toute autre personne impliquée
doit écouter le consommateur quand il se
plaint.
Le droit à la sécurité
Le consommateur doit être protégé
contre les contrefaçons, les défauts
ou tous les dangers cachés dans les
produits ou services qu’il achète. Il a le
droit également à la sécurité physique
au cours de ses achats. Si le commerçant
exerce son activité dans une zone à
risques où pullulent les bandits, il doit
assurer la sécurité du consommateur, de
son client.
Le droit à réparation
Lorsque on vous vend un produit ou
un service de qualité inférieure, vous
avez le droit de retourner au vendeur
et demander un échange ou un
remboursement. Dans certains cas,
ce droit est protégé par la loi et les
consommateurs peuvent porter leurs cas
devant les tribunaux et exiger leur droit à
réparation.
Le droit à un environnement sain
Le consommateur a droit à un
environnement physique qui permettra
d’améliorer sa qualité de vie.
Le droit d’être informé
Le consommateur a le droit d’avoir toutes
les informations dont il a besoin sur un
produit ou service. Par exemple, en tant
qu’acheteur, j’ai absolument le droit de
demander à une vendeuse de beignets,
Le droit à l’éducation des
consommateurs
Les consommateurs ont droit à être
éduqués dans un cadre de consommation.
En tant que consommateur, on a le droit
d’être éduqué sur comment consommer
tout simplement. Mais cela relève surtout
de la responsabilité de l’État et des
sociétés privées qui se doivent de les
mettre en pratique.
Partout dans le monde aujourd’hui,
les entreprises ont commencé, continué
ou essayent d’améliorer leurs diverses
pratiques pour chouchouter leurs clients
à travers les droits des consommateurs.
Vous constaterez qu’on vous sollicite,
par exemple, pour savoir si vous êtes
contents de tel ou tel produit. Tout ceci
avec pour objectif de permettre aux
sociétés de pouvoir rapidement remédier
à des défaillances de leur service, de
s’assurer que leurs produits ou services
sont de qualité, en veillant à ce que le
client puisse justement prétendre à ses
droits.
LE CAS AFRICAIN
En Afrique, certains produits de
consommation sont préparés et vendus
dans de mauvaises conditions d’hygiène.
Les dates de péremption des produits
sont rarement respectées. Des publicités
« mensongères » à la télévision et à la
radio vantent des produits (savons en
poudre, boissons sucrées, lait,…) dont les
qualités ne sont pas vérifiées.
C’est vrai, des organisations
et associations de défense des
consommateurs ont fait leur apparition
depuis peu dans certains de nos pays.
Mais leur actions sont tellement minimes
qu’il n’y a pas encore de répercussion sur
nos vies de consommateurs de tous les
jours. Le consommateur africain d’une
manière général, ne dispose pas encore
d’une conscience de consommateur,
s’identifiant comme un sujet de droit et de
devoir.
Chacun se retrouve balancé entre les
brimades et les répressions subies en
tant que consommateur parce qu’on ne
connaît pas nos droits. Parfois même, le
vendeur n’est absolument pas conscient
de ses obligations envers nous.
Combien n’ont pas piaffé de
colère parce que nous n’avons pas
d’informations sur un produit et que le
commerçant ne daignait même pas nous
répondre parce qu’il est excédé par nos
questions? Combien de fois on s’est fait «
jeté » dehors par un magasin parce qu’on
a ramené un matériel, acheté la veille,
qui n’est pas identique à la publicité vue à
la télé? Combien de fois n’a t-on pas osé
crier à l’arnaque quand on s’est fait berné
sur le prix d’un produit ?
Tant de questions qui ont leur réponse
dans le droit mais qui ne s’applique pas
encore chez nous.
DROIT ÉQUIVAUT AUSSI À DEVOIR
Il est temps aussi que le consommateur,
bien qu’ayant des droits, comprenne
également que prétendre à des droits
signifie avoir des devoirs.
Le devoir de prendre sur soi et de
s’informer sur les produits qu’on
souhaite acheter avant d’aller au
magasin, par exemple. Ceci éviterait
bien des désagréments. Car en se
disant Roi, il arrive malheureusement
qu’on se comporte mal (non respect du
commerçant et des produits, arrogance)
Autant d’éléments qui conduisent le
commerçant à bafouer nos droits.
Pour que vive le commerce, faisons
en sorte de respecter nos droits
envers les consommateurs. Et nous
consommateurs, respectons nos devoirs.
Il y va surtout de notre économie et du
développement de notre pays. TSM
[email protected]
FEATURES
It Pays to Look Good
By Efua Hagan
T
he way you groom yourself in the
corporate world is important. It
determines the first impression
you make on clients, investors
and customers. You should
therefore always aim to impress through
your physical appearance.
In this day and age, it literally does pay to
look good, no matter whether you are a
man or a woman.
Unfortunately, whether we like it or not
people are going to judge us based on the
way we dress and we have no control over
this, the reality is that well dressed people
are taken more seriously.
A person’s professional appearance
needs to support his/her professional
accomplishments; therefore the way you
dress should reflect your services. For
instance, if you want to tell people that
you provide professional services, then
you will need to reflect this by dressing
in a professional manner. Showing that
you care about your personal appearance
conveys to the person you are meeting
with that they are important to you.
Pay attention to the details
Personal grooming for the business world
doesn’t just involve choosing the right
outfit; it should also consist of, having
neat nails, shaving, moderate make-up
and hair, clean and appropriate clothing,
good hygiene.
Whether you are a man or woman,
the trick is to pay attention to the details.
Paying attention to the details of your
appearance sends a message to others
that you will also pay close attention to
business details, and the needs of your
customers and clients.
For women, hair should be neat and
conservative, with appropriate jewelry
that isn’t too loud. . Since men can’t
PHOTOGRAPHY from GettyImages.
Dress code matters
In this day and age, it
literally does pay to
look good, no matter
whether you are a
man or a woman.
wear makeup, a clean shave is at the
top of their list for grooming to look
professional.
Hygiene shouldn’t be overlooked
Now that we have established that our
physical appearance counts volumes,
what about that not so pleasant topic of
body odor? Let’s face it, it’s a major put off
if you have to be stuck in a meeting with
someone with a terrible body odor.
Sweating is the main cause of body
odors it contains organic substances
which are broken down into acids by the
bacteria present on the skin surface.
Overactive bacteria present in the
underarms causes the odor.
So what is the solution to bad odor?
Regular showers and daily use of
deodorant/antiperspirant is sure to keep
you smelling fresh. If you perspire more
than usual, consider carrying deodorant
around with you in your bag, and touch up
every now and again.
Since personal grooming plays an
enormous role in determining how others
perceive us, you would do well to ensure
that you look well kept in your day to day
business encounters. In addition, personal
grooming will make you look better and
become more confident about yourself as
you deal with clients. TSM
[email protected]
PHOTO by George Baryamwisaki
Ikimenyane Mu Gutanga Serivisi
B
imaze kugaragara ko aho Leta
ishyiriye ingufu mu gushishikariza
Abanyarwanda ku bijyanye no
gutanga serivise nziza, inoze kandi
yihuse, hari byinshi bitangiye guhinduka.
Gusa haracyagaragara ikibazo muri
iyo mitangire ya serivise. Mperutse
kunyarukira kuri imwe mu mabanki
y’ubucuruzi ngiye kubikuza udufaranga
ariko ibyo nahaboneye byatumye nibaza
byinshi. Twari ku murongo twese
dutegereje ko batwakira ngiye kubona
mbona umwe mu bakozi ba banki araje
asuhuza umukiriya twari kumwe ku
murongo dutegereje ko batwakira n’ubwo
uwagombaga kutwakira yari yibereye kuri
telefoni; aba amwatse sheki aragenda mu
kanya aba amuzaniye amafaranga nuko
arigendera.
Mukandi kanya mbona haje
Umuzungu ajya ku murongo nk’abandi
na we mukanya umwe mubakozi aba araje
amubaza mu cyongereza niba hari icyo
yamufasha nuko amukura mu murongo
aragenda amubikuriza amafaranga nawe
arigendera. Uwagombaga kutwakira aho
aviriye kuri telefoni aratangira aratwakira.
Ntibyatinze haza undi mukobwa wavugaga
icyongereza cyinshi nuko ahita nawe
amwakira kandi atari ku murongo
nk’abandi bose.
Nyuma ni bwo natangiye kwibaza
niba tugomba guhindura ururimi tukajya
twivugira icyongereza mu gihe tugiye
Byanditswe na Theoneste Sebihogo
gushaka serivise n’uko ikinyarwanda
tukacyihorera, cyangwa se niba serivise
nziza igomba guhabwa abanyamahanga
kuruta abanyarwanda bavuga
ikinyarwanda gusa. Na none ndibaza niba
ugomba kumenyana n’umwe mu bakozi
b’aho ugiye gushaka serivise kugira ngo
ukunde uhabwe serivise nziza.
Ndagira ngo nibutse abakora muri
banki ko amafaranga y’abakiriya ari yo
atuma banki ikomeza gukora kandi ko
umukiriya atakagombye kubona serivise
nk’aho ayikuye mu “menyo ya rubamba”
icyakora baca umugani ngo “ikinyoni
kigurutse kitavuze bacyita icyana”
nahise njya kureba uyoboye abakozi
kuri za gishe mpita mubwira ko serivise
bampaye ntayishimiye na gato kandi ko
nibatisubiraho ngo babwire abakozi ko
batagomba gukora ivangura iryo ari ryo
ryose, tuzigendera mu yandi ma banki.
Agashimwe gahabwa umuseriveri
Bimenyerewe ko muri Hoteli
cyangwa Resitora, umuco wo gutanga
agashimwe gahabwa umuseriveri
watanze serivisi nziza ntaho gahuriye
n’ikiguzi cya serivise. Ikimaze kugaragara
ni uko igihe udahaye umuseriveri
ako gashimwe iyo ugarutse ubutaha
agerageza gukambya agahanga ndetse
ntanakwiteho bikagaragara ko ugomba
gutanga ako gashimwe kugira ngo
ubutaha uzahabwe serivise; ibyo njye
mbigereranya na ruswa ari na yo mpamvu
usanga abanyamahanga (abazungu)
bitaweho kabone n’iyo batatanga ako
gashimwe kuko burya abazungu bose si
ko batanga agashimwe cyane cyane iyo
bamaze kumenya ko kuva kwa Rubangura
kugera Cyimironko ari 180 frw asanga
bya biceri agomba kubitegesha bisi kuko
burya Abazungu bagira imibare myinshi si
nkatwe twumva ko utatanga agashimwe
ka 200frw ariko burya na yo ni menshi iyo
wibutse ko ashobora kukugeza i Remera.
Icyo ngamije kwerekezaho ni uko ako
gashimwe katagomba gufatwa nka ruswa
cyangwa se ikimenyane oya!
Wenda ushobora kutayihabwa kubera
ko serivisi yawe itabaye nziza kandi
sinangombwa ko uhabwa amafaranga
burya no kugushimira ngo URAKOZE
birahagije. Ariko rero bantu mujya ku
kabari cg resitora mujye mwibuka ko
gutanga agashimwe gahabwa umuseriveri
ari umuco mwiza kandi mwibuke
gushimira nubwo umutwaro uremereye
muri kamere ya muntu ari Ugushima.
Nawe muntu ukora muri Hoteri, resitora,
akabari ntukumve ko kuba utahawe
agashimwe n’umukiriya ugomba kurya
karungu nkaho ryari ideni. TSM
[email protected]
FEATURES
The Philosophy of Inclusion
and Service Delivery in Rwanda
By Gloria A. Iribagiza
S
ervice delivery in Rwanda is
still on the low. In
spite of the numerous
customer care awareness
campaigns meant to
bring life to this business
sector, the practice of
providing swift, smooth and
satisfactory service is still
painfully inconsistent.
Without being too
negative, this issue definitely
trickles down to the mindset
of employees and the
standards set by the companies,
organizations or businesses
they work for. There is no way
a business is jump-started with
the sole purpose of making losses–
everyone wants to make money, improve
their standard of living and become
more comfortable. Without this in mind,
business owners stand a higher risk of
incurring vast losses because they allow
the gaping loopholes in service delivery
to eat away at their companies. Losses
mainly result from the failure to impress,
satisfy and maintain customers when
delivering a service.
Many service providers do not view the
customer as the pace setter of a business
that he is.
One Sunday afternoon, I was starving
having missed breakfast and the previous
night’s supper due to a crazy work
errand. I went to a popular eat-out I had
grown addicted to, sat and waited to
give my order; a waiter arrived in a flash
with a big smile. Being the first hungry
looking customer in that section, I made
a simple French fries and Fanta order to
save time. Impressed, I beamed as the
waiter returned with my Fanta almost
immediately. I swallowed it in an instant
and waited.
Some more lighter looking customers
arrived and filled up the vacant tables,
he took their orders and proceeded to
the kitchen. In less than fifteen minutes,
the waiter was back with their orders;
they started munching away as I watched
hungrily.
I reminded him and I waited
some more, he returned with another
customer’s order and walked away.
“There must be some mistake,” I thought,
prompting me to walk to the counter to
politely remind him of my order. “I got it, it
will be there in a moment,” he said. Fortyfive minutes later I watched as the other
customers left. My time was up and I had
to rush to work to beat a deadline. I called
the waiter and politely requested that he
pack my order. He agreed and 30 minutes
later it arrived in a big brown envelope. I
paid my dues and walked away.
Back at work, I opened the envelope
and I was welcomed by flimsy cold French
fries peeping out of a shattered aluminum
foil, and scattered all over the envelope,
there were no serviettes either! The sight
of the food was very disappointing; I
wasn’t sure I could eat this food although
I had waited so long for it. The
dustbin had its fill that day.
Hurt and broken from that
experience, I said goodbye
to the eating place and got
comfortable eating tasteless
food from the usual places so
that I wouldn’t die of hunger.
I was previously impressed
and satisfied with the
popular eat out however one
terrible experience where
I was carelessly excluded,
marginalized and ignored drove
me away. The same philosophy
of customer inclusion applies
to all other service providers in
telecommunication, hospitality,
health, education and all other sectors of
the economy.
It’s time for Rwanda’s service
providers to anticipate and apply the
philosophy of inclusion whereby they see
what their customers see, feel what they
feel in terms of service delivery.
Seizing and igniting the opportunity
to deliver an excellent service to any
category of customers will only be
achieved through investing in capacity
building through customer care training
and through instilling the willingness
to alter rigid mindsets towards good
customer service delivery.
Luckily in life, there is always room for
redemption. Five months later I missed
the damn juicy burgers! So I went back
to the popular eat-out, just in case. The
ambience was the same, the service
seemed good but the feeling was gone.
I have since become an eat-out rogue,
venturing into different restaurants
single-mindedly searching for a lighter
to rekindle and ignite the burnt out flame
that was destroyed by a sorry example of
customer care delivery. TSM
[email protected]
Ensure your child
is ready for action
The School Fees Loan that gives
your child a better start at school
Whether it’s pens or pencils, shirts or shoes, books or files, our
fast, flexible and accessible School Fees Loan will ease the cost
of financing your child’s education.
To find out more about this service please visit your nearest
Ecobank branch or simply call our Contact Center on 078 830 2680.
Terms and conditions apply
www.ecobank.com
FEATURES
BUILDING
A SUCCESSFUL
SALES PERSONALITY
PHOTO BY Adam Scotti
By René Awambeng
A
good salesman should posses
certain qualities in order to be
successful. A person may not
have all essential qualities of
a sales person but he has to
strive in order to compensate the lacking.
A good sales personality can be improved
by making an effort to develop more
positive traits.
Physical Traits
Here are some positive physical traits
one can work on to improve their sales
personality: good health, breath, posture,
articulacy and appearance. Good health
is necessary for all to be able to get their
work done and achieve their targets.
Offensive breath must be avoided because
it may repel the customers. It may
be caused by defective teeth or some
disorders from the stomach but it can be
easily detected and a solution be found.
Good posture considerably enhances
the appearance and personality of the
sale person. Good posture doesn’t mean
a straight and rigid posture. It means
unnecessary tension of muscles should
be avoided. A good salesperson’s voice
should be very expressive, pleasant
and should appeal to the customers. It
should not be high pitched, hoarse or
monotonous.
A neat and pleasing appearance is
essential for a salesperson in any walk of
life. A good appearance of a sales person
will give him confidence in presenting
his arguments in a convincing manner
without being distracted by fear of his own
appearance. Appropriate dress also plays
a key role in appearance; clothes should
be clean and fit well. The salesperson
Gira
Ubupfura
“The ability to make
friends and to get
along with people
is one of the most
valuable assets to
sales.”
should always attempt to smile; a good
natural smile enhances one’s appearance.
Mental Traits
In addition to physical traits, there are
mental traits which include accuracy,
alertness, imagination, initiative,
observation, and self-confidence. The
salesman should be alert, ready to find
out ways and means of serving the
customers. Alertness will cause the
customers to place confidence in the
sales person. Customers do not normally
like hurried salespersons nor do they like
slow ones.
A salesman with an imaginative
capacity will visualize the articles required
by the customer and the customer will be
grateful for suggestions and ideas given
by the salesperson.
The salesperson should be able to
think and decide for himself instead of
having to be told everything, he should
be self-reliant. Another important quality
of a good salesperson is the ego drive,
which makes him want to make the
sale, he must remain enthusiastic. The
salesperson needs to have the ability to
assist the wavering customers to make
buying decisions using gentle means like
leading questions and suggestions. The
salesperson should be a keen observer.
This attribute will help the salesperson
find solutions to problems as fast as
possible.
The salesman must be interested in
his work and strive to learn all the duties
of the different phases. He must pay close
attention and know the customers, the
product he sells, and the enterprise he
works for. Self-confidence springs from
“Alertness will cause
the customers to place
confidence in the sales
person.”
this knowledge. Therefore he should
acquire thorough knowledge of the goods
he sells and the type of customers he
deals with.
Social Traits
The ability to make friends and to get
along with people is one of the most
valuable assets to sales. Social traits
are therefore necessary. These include
ability to meet the public and speak
about the product he wants to sell them
confidently and in a friendly manner. He
is also required to overcome considerable
resistance, deal with the strangers in
his selling activity and open up new
territories. The salesman should always
be polite addressing customers in a
friendly way to the customers; he should
not be late for appointments and should
not lose his temper. Salespersons working
together should cooperate and help one
another to make their working conditions
as pleasant as they can.
Character traits are some of the
most important attributes in creating a
successful salesperson. These include
honesty and reliability, enthusiasm,
industry and persistence. Although one
may not have all the traits mentioned
above, a constant attempt to learn more
and become better will lead to success as
a salesperson. TSM
[email protected]
Umurava n’ubuziranenge mu byo nkora.
Ni bwo bupfura bundanga.
Twese dushima umugenzo mwiza w’ubupfura ndetse tukubaha abatuboneye izuba: ababyeyi n’abakurambere
bacu baranzwe n’umuco mwiza w’ubupfura. Dushima kandi imigenzo myiza n’indangagaciro z’ umuco
nyarwanda byaduhesheje ishema ry’ubunyarwanda ubu tukaba duharanira gukomeza uwo murage.
Harageze rero ngo imvugo ibe ingiro: ubupfura, ubutwari n’ubunyangamugayo biturange mu mikorere yacu,
bityo biduheshe ishema mu murimo wacu.
Ubupfura bugaragarira mu buryo twitwara, ibikorwa dukora, ndetse n’uburyo tubikora.
FEATURES
IS THE CUSTOMER
REALLY
KING?
PHOTO from GoogleImages
By Kelvin Odoobo
T
he guy who sits atop the corporate
hierarchy is often known as the boss
because he calls the shots and pays
the salaries. However this is far from the
truth. The ‘boss’ can afford the chair he
sits on and the car he drives because
someone else exists. That other someone
actually calls the shots, pays the salaries,
makes everyone’s day and in a good
year funds the bonuses. Everyone in
the corporate chain, from the managing
director to the tea boy, the company
driver to the storekeeper should keep in
mind that they are what they are because
of this someone.
Career ambitions, the much soughtafter promotion, the desired additional
perk or even record sales turnover can
only turn from a figment of imagination
into reality if the actual boss is treated
well. That boss happens to be the person
who walks into your premises to buy
goods or pay for services.
That boss may decide to like your
product and return again and again.
They might even decide to throw your
company name into their ignorant
chatter in the salon or the bar. This will
hand you numerous new fellows paying
your business premises a visit; not to
check your product out because they
are already into your product without
you doing anything about it. It should be
pretty obvious to anyone by now, that the
customer is really the king.
This age-old adage, customer is king,
might appear obvious to everybody, but
the devil is really in the details. Many
business people bid the customer to care
about their goods or services but forget
to do the tiny but very important things.
The deal is only sweet while we wait to
get our hands on the client’s money, and
when money changes hands, the client
becomes history. We treat an after-sales
service as an unnecessary cost instead
of a valuable tool to increase customer
loyalty and repeat business.
We are quick to judge customers by
how they dress, segregating wealthylooking ones from those who do not
put too much emphasis on their looks.
In agri-business, for example, that
is the number one death to potential
transactions with first time clients.
During one agricultural show in an
East African country, a semi-illiterate
farmer approached a small truck sales
person to inquire about a pick-up, barely
getting any attention. A few minutes
latter, wads of notes carried in the
most unorthodox of ways, in pockets,
socks, pants etc, found their way into
the salesman’s hands. The segregative
salesperson would never have thought
in the wildest of dreams that they would
land a cash transaction for a vehicle
from a ragged-looking farmer, but so
is business. He was just lucky that
there was no competitor nearby to take
advantage of his poor customer service
and teach him an unforgettable lesson!
A customer is like a baby. At first they
are young and have little information
and at that time may not make you the
star salesperson or the most respected
company but the time invested in
genuinely taking
care of them
irrespective of
the depth of their
pockets will pay off
in future.
Small time
customers are the
ones who grow into
big time clients.
Instead of waiting
for them to come to
you when they are
big, you are safer
growing with the
customers. That
way it is almost
impossible to make
them have product
shifts, such that
even when they
have a complaint
about your product
they will not dump
you instantly based
on the mutual trust
developed over the
years.
When they grow
up and can afford
to buy even when they do not need,
they will pay back your patience and
trust with loyalty and understanding.
In any business, a loyal client is worth
a million francs in repeat sales and
referrals. That is why businesses
should look beyond the notes and
coins in a customer’s wallet or purse
when they walk in for their dear first
time. Businesses should look at that
customer like an opportunity to define
their financial future, not a chance just
to empty their pockets today.
The crux of the matter is if the
customer feels that he is valued he
will try to validate himself by giving
gratitude for that value and taking care
of his accounts without unnecessary
inconvenience to the business.
That said, the customer is truly
king; a king does not request for care,
we owe it to them. More importantly,
it might benefit them, but definitely as
subjects do from kings, the business
will benefit more from serving the
customer well. TSM
[email protected]
JUST A SMILE
By Paradis Winslet
PHOTO by Sefa Nkansa
... the customer is truly
king; a king does not
request for care, we
owe it to them.
Just a smile, Just a smile,
It does not ask much,
And does not cost a thing,
Just a smile, as you sell me more,
Just a smile to persuade me,
Just a smile to gain my trust,
You might not have the experience,
But you have the will to learn,
As you light up that face with a smile,
Just a smile to show hospitality,
kindness, care,
As it comes from the heart,
Not from the books,
Without this simple, single little
beautiful smile,
Souls are darkened, others
frightened,
Customers shoved away,
I like it better when you wear your
beautiful smile,
It makes you even more beautiful and
makes me open up,
And buy even more than I intended.
For your warm welcoming smile,
As you show that you care with that
beautiful smile,
I come back again and again.
Just smile and the magic streams,
Just smile, that’s all it takes,
Just a smile!
[email protected]
INTERVIEW
IRON SHARPENS
I R O N
The essence of good neighbourliness
“Integration will only make us better”
An interview with the Permanent Secretary Ministry of
East African Community, Mr. Robert Ssali
By A. K. Otiti
The ServiceMag (TSM): What has
Rwanda benefited from being a member
of the East African Community?
Permanent Secretary (PS): Rwanda’s
joining the EAC is part of the fulfillment of
our Vision 20/20 so it is an achievement.
Secondly, being part of a community
of five member states means we are a
stronger force economically, politically,
culturally and in terms of security.
Rwanda has a population of 11 million
people, the region on the other hand
has a total of more than 126 million
people; being part of the EAC means that
economically we are now part of a wider
market which is good for consumers,
manufacturers and investors.
More so, we have a number of
students in Kenya and Uganda and under
the terms of integration, students now pay
the same fees as nationals; they are not
treated as foreigners
When it comes to employment we
can get human resource from Kenya and
Uganda as we build our own labour base.
Our fresh graduates are able to learn from
more experienced people and therefore
be better equipped to participate in the
development of Rwanda. Skilled and
trained Rwandans can also have access
to a wider job market and offer services
outside Rwanda.
TSM: When you talk about the wider
market, isn’t there a danger of
promoting the biggest and the best
and stifling the small and upcoming
enterprises?
PS: That danger could be there but the
advantages outweigh the disadvantages.
Rwanda is a landlocked country so
whether as part of EAC or not, we will
always import and export through our
neighbouring ports. Being members of
the EAC we are able to benefit from the
protocols such as the Customs Union
and Common Market that make doing
business in the region easier.
Rwandan business owners therefore
have an opportunity to think beyond their
present businesses and consider how they
can fit into the bigger market. Rwanda’s
strategic position is also a good thing,
we are in the East and in the Central
and as neighbours of the Congo, we can
utilize our position to create business
opportunities with the Eastern Congo.
Of course whether we like it or not
there will be some businesses which
will have to fold but that only means that
we have to rethink and engage in other
profitable projects. It is up to the business
community to see how best they can
exploit the opportunities the government
has put in place for them and be creative.
TSM: How would you advise your day
to day business owner who wants to
survive in this wider market?
PS: First of all, be knowledgeable, as
the saying goes, knowledge is power;
know what integration offers, what are
the pillars the EAC is built on, what is the
Common Market for example and then
how you can do business and fit in.
I would also encourage partnership
not only private public partnership
but public private-private partnership
if you are in manufacturing here in
Rwanda, for example, why not partner
with another manufacturer of the same
product and have a recognizable market.
Development, training, capacity building
are all vital.
Every business owner needs to think
how best to benefit from competition- be
able to compete positively and consider
quality of products and speed of service.
TSM: What strategies have you as a
Ministry put in place to educate people
on EAC, common market and customs
union?
PS: It is government’s obligation to
educate all and increase the level of
awareness of citizens on benefits,
advantages and challenges of integration.
The Ministry has carried out an intensive
awareness campaign since January
targeting all sectors – media, executives
– ministers, Permanent Secretaries,
local authorities – governors, mayors and
Parliamentarians. In the rural areas we
have educated local authorities from the
district level down; we have covered 28
districts so far.
We also worked with the Private
Sector Federation to educate business
people in the rural area through the
Business Development Services (BDS).
We have also visited institutions of
higher learning. We have a fund with EU
which will target secondary schools and
we have drawn a programme to have
this done from July and December 2010.
The primary teachers will follow and
for the primary pupils we shall organize
competitions to begin to create awareness
at that level. Other than that we are
“
competition is good
for the Rwandans
to wake up those
who are giving
poor service and to
encourage those
who are hard
working ...
PHOTO by Paul Snijders
”
PHOTO by Malik Shaffy
“If we consistently accept
poor service we will
continually be offered
poor service and there
will be no change.”
participating in events such as Expo and
seizing every opportunity to meet and talk
to people.
TSM: Apart from knowledge, attitude
plays a very big part in facilitating
change. How do you gauge the people’s
attitude as you educate them? Do you
feel they are confident or do sentiments
such as ‘people will come and take our
jobs’ exist?
PS: That is not visible in Rwanda, we
joined the EAC ten years after applying
and during this time, there was plenty of
education and explanation of Vision 20/20.
I believe Rwandans have realized over the
years that integration is good for Rwanda.
There are of course some people who
think negatively and as individuals but
I would advise those to see the value
of acting collectively. The whole idea of
integration is about good neighborliness
and that has an impact on your own
home.
TSM: So far, are you happy with the
progress being made on establishing
the common market? Are you meeting
the targets? What challenges are you
facing?
PS: As far as this stage of integration is
concerned, we are happy. The common
market is just a few months old but before
that protocol came into force, a lot of
work was done and accomplished. First
of all, the negotiation, the ratification
and everything that brought it into force
was under the Chairmanship of Rwanda
and we did very well, and member states
appreciated.
In regard to implementation, it has
only been a few months since 1st July
2010. We have completed some Annexes
we needed to complete. There are still
some to negotiate but already more
development partners are attracted
to the region for business and other
development issues.
There are challenges, as I had
mentioned, there is awareness which we
are trying to tackle. Since the focus is on
a vibrant private sector, there is a need
for knowledge in order for it to be truly
vibrant.
The other challenge we face is the non
tariff barriers especially corruption. There
is corruption in the region. The leadership
in Rwanda has adopted a policy of
zero tolerance to corruption and the
mechanisms we have put in place here
would be beneficial for our sister states.
We need good governance throughout the
region.
The other challenge we all face is
energy. None of the five partner states
has sufficient energy to boost the
manufacturing industry or any sector that
requires energy. The cost of energy is too
high and even accessibility is a problem.
In this age where energy is vital to develop
the agro based industries, add value to
our products, we need to find a solution to
our energy needs.
Our Infrastructure – roads, railways
is still wanting and that is why plans
are underway to establish the East
African Development Fund to address
infrastructural problems. We also realize
the need to focus on ICT capacity in order
to reduce the cost of doing business in
the region. The East African Broad Band
is one of the projects being implemented
to take care of this need. We are in the
process of rethinking what we can do to
make this region a better place to live in
and do business.
Being able to identify our challenges
however means that we are able to
manage; we know where to focus our
energies and strive to find solutions.
TSM: What are your suggestions for
improving customer care in Rwanda?
PM: I believe Rwanda is truly a beautiful
country but we have to be able to sell
it and the pace and the way we offer
services has a lot to do with this. I think
business owners need to encourage
and appreciate good work by offering
incentives so that those who do a good
job are encouraged and those who do not
are encouraged to do better to earn this
incentive.
As our President often says, the onus
is on the customer also. If we consistently
accept poor service we will continually
be offered poor service and there will be
no change. As consumers or customers,
we must refuse poor service and demand
that we be given value for our money.
We as customers also need to
appreciate good service when we chance
upon it. If you go to a hotel and you find a
diligent waiter, give them a tip, but do not
tip when you have not been served well.
I am also of the view that business
owners should hire people who are
capable to deliver and not just offer jobs
to their untrained relatives who have no
commitment to their work or to providing
a good service to the customer.
TSM: Do you think competition will
help us improve the service industry –
customer care in Rwanda?
PS: One of the key principles of the
common market is non discrimination
based on nationality. That means that
Tanzanians, Kenyans, Burundians and
Ugandans will be able to come to Rwanda
and set up businesses and offer services
here. Therefore competition is good for
the Rwandans to wake up those who are
giving poor service and to encourage
those who are hard working and will need
to improve to find out what they can do
better.
However there is a lot of good in
Rwanda which I would encourage
Rwandans to keep up, for example the
honesty in business and good quality of
products. TSM
PHOTO courtesy of the EAC
EAC Background
T
he East African Community (EAC)
is the regional intergovernmental
organization of the Republics of
Rwanda, Burundi, Kenya, Uganda and
the United Republic of Tanzania. Its
headquarters are based in Arusha –
Tanzania. The Treaty for Establishment
of the EAC was signed on the 30th
November, 1999, and came into force on
7th July, 2000 following its ratification by
the three original Partner States – Kenya,
Uganda and Tanzania. The Republic of
Rwanda and Burundi acceded to the
EAC Treaty on the 18th June, 2007, and
become full members of the Community
effective 1st July, 2007.
EAC Vision A Prosperous, Secure and Politically
United East African Community
Aims and Objectives
The EAC aims at widening and deepening
co-operation among the Partner States
in, among others, political, economic and
social fields for their mutual benefit. To
this extent the EAC countries established
a Customs Union in 2005; Rwanda and
Burundi joined the Common Market in
July 2009 and the Common Market was
established in 2010, subsequently a
Monetary Union and ultimately a Political
Federation of the East African States.
Enlargement of the
Community
The realization of a large regional
economic bloc encompassing Burundi,
Kenya, Rwanda, Tanzania and Uganda
with a combined population of more than
126 million people, land area of 1.82
million sq kilometers and a combined
Gross Domestic Product of $60 billion
(2008*), bears great strategic and
geopolitical significance and prospects of
a renewed and reinvigorated East African
Community.
confirmed the crucial role of the private
sector and civil society: the principles that
govern the objectives of the community
shall be “people-centred and marketdriven” (Article 7 of the EAC Treaty).
The regional co-operation and
integration envisaged in the East African
Community is wide ranging, involving
co-operation in political, economic, social
and cultural fields, research, technology
and skills development, defense, security
and legal affairs for mutual and equitable
development in the region.
What are the Pillars of
Integration?
EAC Quick Figures:
Surface area
(incl. water):
1.82 million
sq. km
Population:
126.2 million
GDP:
$60 billion
Av. GDP per capita:
$424
Av. GDP growth:
6.8%
What are the areas of cooperation between the
Partner States?
In contrast to the first attempt at an
East African Community, which was
predominantly government-driven and
collapsed in 1977, the new EAC expressly
The road map of the EAC foresees the
gradual progress from a Customs Union
towards a Common Market and Monetary
Union, finally culminating in a Political
Federation.
The Customs Union was established
in 2005 and the Protocol for the
establishment of a Common Market
was signed in 2009, on time for its
final launching in 2010. Subsequently
a Monetary Union will enter into force
by 2012, and the ultimate goal will be a
future Political Federation of East Africa.
Roadmap to East
African Integration
1. Organs and Institutions of
the EAC
a) Chairmanship
The EAC Chairmanship is under a one
year rotation among the Partner States
and is currently held by the United
Republic of Tanzania (with the exception
of Rwanda which held it for one and a half
years).
b) Organs of the Community
• The Summit comprising of Heads
of Governmentof Partner States
gives general direction towards the
realisation of the goal and objectives
of the Community.
• The Council of Ministers is the
main decision-making institution.
It is made up of Ministers from the
Partner States responsible for EAC
affairs.
• The Co-ordinating Committee
consists of permanent secretaries
and reports to the council. It is
responsible for EAC affairs and coordinates the activities of the sectoral
committees.
• Sectoral Committees conceptualise
programmes and monitor their
implementation. Council establishes
the committees on recommendation
of the respective co-ordinating
committee.
• The East African Court of Justice
ensures that Community law is
interpreted and implemented in line
with the Treaty.
• The East African Legislative
Assembly provides a democratic
forum for debate. It has a watchdog
function and also plays a part in the
•
legislative process.
The Secretariat is the Executive organ
of the Community. As the guardian of
the Treaty, it ensures that regulations
and directives adopted by the Council
are properly implemented.
Structure of Secretariat
• Secretary General (5 year rotational
among Partner States: currently
Tanzania);
• 4 Deputy Secretary Generals from
the countries not currently holding
the Secretary General position (3
year political appointees; 1 Director
General of Customs and Trade);
• Directors;
• Professional Staff and
• General Staff.
c) Autonomous Institutions of the EAC
Lake Victoria Basin Commission (LVBC)
The Lake Victoria Basin Commission
oversees the management and
development of Lake Victoria Basin
and serves as a centre for promotion of
investments and information sharing
among the various stakeholders. It also
takes care of environmental issues related
to Lake Victoria Basin. Its headquarters
are situated in Kisumu, Kenya.
Roadmap to East African Intergration
Customs
Unions
2005-2010
Common
Market
2010 onwards
Lake Victoria Fisheries Organisation
(LVFO)
LVFO coordinates fishery issues in Lake
Victoria to ensure that fish and fish
products are available in East Africa and
have access to international markets.
Inter-University Council of East Africa
(IUCEA)
IUCEA encourages and develops mutually
beneficial collaboration between member
universities and Governments and other
public and private organisations.
East African Development Bank (EADB)
EADB was established in 1967 to redress
the development disparities between
the member states of the former East
African Community. EADB has a critical
role to play, among others, in terms of
mobilising external lendable resources for
development in the East African region.
Civil Aviation Safety and Security
Oversight Agency (CASSOA)
CASSOA is a specialised agency of the
East Community responsible for ensuring
the development of safe and secure civil
aviation system in the region. The main
objectives of the Agency are to ensure
coordinated development of an effective
and sustainable civil aviation safety and
security oversight infrastructure in the
Community.
Monetary
Union
2012 onwards
Political
Federation
After 2012
INTERVIEWS
PHOTOS courtesy of the EAC
Evolvement of the EAC
d) What are the Benefits and
Opportunities of joining the EAC for
Rwanda?
2. A wider market through a
combination of markets, attract
investors (over 126 million people);
3. Stronger bargaining power on
regional and international level
(Strong voice in global trade
negotiations (WTO, EPAs, AGOA, etc);
4. Promotion of inter-regional trade due
to free trade;
5. Exploitation of economies of scale by
firms;
6. Efficiency and gains in production;
7. Specialization and comparative
advantage by Partner States;
8. Elimination of various forms of
discrimination between countries;
9. Peaceful co-existence and good
neighbourliness;
10. Peaceful settlement of disputes;
11. Best practices in developing Business
Environment;
12. Joint partnership in developing
infrastructure and cutting the cost of
doing business in the region;
13. Joint ventures and expansion of
investment by business people;
14. Landlocked to land linked economy;
15. Lower transaction costs for
businesses (e.g. bureaucracy,
exchange rate fluctuation);
16. Improved competitiveness, lower
cost, higher profitability;
17. Cheaper, better goods and services,
more choice and innovation, price
convergence;
18. Longer term shift in economic activity
– outsourcing, off-shoring;
19. Overall net effect: growth and jobs
but scale of impact is disputed;
20. Rising sales and profits for the most
cost-effective producers;
21. Reduction in consumer prices;
22. Increase in GDP and employment;
23. Bring down the cost of
transportation;
24. Wider skill base in the region;
25. Expansion of investments through
joint ventures;
26. Removal of tariff and non tariff
barriers to trade;
1900: Mombasa a Customs Collection
Centre for Uganda and Kenya;
1905 to 1966: East African Currency
Board;
1917: Customs Union between Kenya,
Uganda; Tanganyika joined in 1922;
1948: High Commission of East Africa
was established;
1961: Common Services Organisation
established ‘EA Posts and
Telecommunication, EA Railways and
Harbours, EA Airways, EA Air Aviation
Services, EADB);
1967: The Treaty establishing the
community was signed;
1977: The EAC collapsed;
1991: The Heads of State Kenya,
Uganda and Tanzania agreed to revive
cooperation;
1993: The Permanent Tripartite
Commission for EA Cooperation was
signed;
1996: The Secretariat for the EA
Cooperation was launched in Arusha;
1999: The Treaty establishing EAC
was signed;
2005: Customs Union between
Tanzania, Uganda and Kenya became
effective;
2007: Rwanda and Burundi joined the
EAC and Rwanda held Chirmanship
from June 2008 to November 2009;
1st July 2009: Rwanda and Burundi
launched the Customs Union;
20th Nov 2009: The EAC Common
Market Protocol was signed during
the Head of State Summit.
1st July 2010: Common Market
Protocol became effective.
•
•
•
•
•
•
Multiple charges and levies at
intra-EAC border crossing points
Cumbersome customs
administration procedures
Restrictive licensing practices
Road block
Weigh bridges
New NTBs implemented to
compensate for the elimination of
tariffs under the CU
e) What are Challenges for Rwanda in
the EAC Integration Processes?
1. Low level of awareness by some
stakeholders;
2. The level of involvement by some
institutions is not satisfactory;
3. Limited capacity for implementation
of the Treaty and other legal
instruments;
4. The involvement of the private sector
as a driving force of integration is not
effective;
5. The harmonization of policies and
laws remains a challenge;
6. Lack of coordination at national level
for integration activities in a global
picture;
7. Transitional measures and support
to private sector to maximize on the
benefits of integration are not well
ensured;
8. Building up the analytical and
negotiating capacity to play an active
role in integration process;
9. Temporary revenue losses arising
from elimination of internal tariffs
and application of EAC Common
External Tariffs (CET);
10. Creative destruction of production
structures (the marginalization
and eventual elimination of less
competitive producers in the context
of stiffening competition within the
enlarged market) leads to risks of
closing some businesses;
11. Overlapping membership with other
regional bodies;
12. Weak skills base;
13. Identification of new NTBs;
14. Insufficient equipment of Bureaus
of Standards to conduct modern
standards examination;
15. Limited funds to the EAC projects and
programmes.
FOR THE MANAGER
L
a vie interroge chaque
personne, et chaque personne
ne peut répondre à la vie qu’en
répondant de sa vie. A la vie
on ne peut répondre qu’en se
montrant responsable” Frankl
Etre responsable, c’est l’habileté à
trouver des réponses, donc des solutions.
Etre responsable de sa vie, c’est donc
l’habileté à trouver des solutions pour sa
vie.
En effet, il y’a une différence
fondamentale entre Exister et Vivre, loin
de toute considération métaphysique ou
religieuse, nous devons mettre de la vie à
nos existences respectives. “Il ne faut pas
chercher à rajouter des années à sa vie,
mais plutôt essayer de rajouter de la vie à
ses années.” disait John F. Kennedy
Pour animer son existence, il faut
prendre la responsabilité de sa vie, c’està-dire être leader de sa propre vie, c’est le
leadership personnel.
Une caractéristique principale du
leadership est l’influence. Exercer son
leadership revient à exercer une certaine
influence, apporter un changement grâce
à une vision.
Beaucoup de personnes aspirent
à être des leaders, pour conduire
les autres, pour être devant. Ils
confondent ainsi, être leader
et occuper une position de
leadership.
Il apparaît pourtant clair que
les leaders qui ont un impact durable et
profond sont ceux qui commencent par
être leader de leur propre vie d’abord.
Car une des ressources les plus
importantes du leader, c’est l’exemple.
Ainsi pour être de vrais leaders, capables
de définir une vision, de donner de
l’espoir aux autres et de les conduire
“
“
à la réalisation de cette vision, il faut
d’abord avoir une vision de sa propre vie,
croire en son potentiel et surtout amener
son potentiel à manifestation.
Etre leader de sa propre vie c’est donc
tout simplement être responsable de sa
vie, c’est-à-dire répondre de sa vie.
On parle normalement du leadership,
de la vision, de la mission et des
objectifs stratégiques dans le monde des
organisations et des entreprises. Mais
c’est l’idée que ma vie, sans prétention,
est plus importante que n’importe quelle
organisation qui m’a poussé à donner
une grande importance au leadership
personnel. De plus, je ne peux mener quoi
que ce soit si je ne suis pas capable de
mener d’abord ma propre vie.
Le leadership personnel se définit
donc à travers une vision, des missions et
des valeurs.
La vision: c’est le but de notre vie, la
réalisation ultime que nous poursuivons.
Les missions: ce sont nos
contributions majeures, les activités qui
nous permettrons de réaliser le but de
notre vie.
Leadership
PERSONNEL
Par K. Ezéchiel OUEDRAOGO
PHOTO from GettyImages
Les valeurs: ce sont les principes qui
nous guident et qui constituent le socle
inébranlable soutenant notre vision.
Quand on regarde de très près, il y
a souvent trois groupes d’obstacles qui
nous empêchent souvent de réussir :
• Obstacle « moi »: je suis né comme
cela, je ne sais pas sourire, je ne
suis pas capable, les Rwandais
sont comme cela, les Africains sont
comme cela, les personnes de petite
taille ou de grande taille sont comme
cela.
• Obstacle « vous »: Vous ne voulez
pas que je réussisse, les blancs
sont contre nous, les Occidentaux
ne veulent pas que les Africains se
développent, vous m’avez provoqué,
le gouvernement ne fait rien, mon
patron est contre moi, mes collègues
sont contre moi, ma famille est
contre moi.
• Obstacle « ça »: c’est ça l’Afrique,
c’est ça la vie, on n’a pas le choix,
on ne peut rien contre le sort
contre la volonté divine, c’est la
crise économique, c’est le sousdéveloppement, c’est la fatalité, c’est
le destin.
environnement immédiat, notre pays,
notre continent.
Oui, un leader c’est un homme ou
un femme responsable quelque soit la
position occupée.
La clé de la réussite à mon sens est
la capacité pour chaque être humain
de trouver l’accord parfait entre ses
aspirations et ses actions, c’est la
cohérence personnelle et le leadership
personnel est le pré-requis de la
cohérence personnelle. TSM
“Personne n’a jamais
fait faillite parce qu’il
dépensait trop en
formation”
—Tom Peters
[email protected]
VOTED BANK OF THE YEAR 2009
Mais quand on considère vraiment ces
obstacles, ils ressemblent beaucoup plus
à des excuses.
Il est aisé, voire même confortable
d’accuser les autres, d’accuser le passé,
d’accuser les gouvernements, d’accuser
même Dieu. Mais si chacun s’arrêtait
un instant et examinait comment il peut
agir à son niveau, comment il peut être
responsable à son niveau, comment il
peut apporter des solutions, à son niveau,
alors chacun serait devenu un leader.
Oui, nous devons changer de
perception. La perception que nous avons
de nous-mêmes, afin de changer de
croyances car nos croyances erronées
nous limitent.
Et si nous changeons de croyances
alors, nous changerons d’attitudes
pour être positif et cela changera nos
comportements afin de booster nos
performances pour révolutionner
positivement notre vie.
Le leadership personnel commence
donc par la vision, la vision de notre
propre vie. C’est cette vision qui nous
permettra de libérer nos talents et
rayonner afin d’avoir un impact sur notre
achieve greater impact
through cost effective turn key projects
ARCHITECTURE | ENGINEERING | URBAN PLANNING | CONSTRUCTION
While Jenga Smart ‘’JSmart’’ offers design, concept and project study services,Ujenge Rwanda carries out
execution and project management. Our expertise spans a wide range—from pre-construction services to
complete turn-key construction projects.
Further, we are great believers in innovation that leads to building in the most unique, durable and cost-efficient
way. Our experienced team applies building models, tools and analysis that provide our clients with a clear view
of cost and work schedule every step of the way.
P.O. Box 2869
Phone +250 788 300 484
[email protected]
www.ujenge.com
FOR THE MANAGER
Impamvu umunani
zitera Kwakira Nabi
Abakiriya
badahagije, abahari bashobora
kutihanganira imvune zikabije.
Ingaruka zabyo ni uko abakozi bazajya
bafasha umukiriya bya nyirarureshwa
baharanira gukora ibyo babonye
kugira ngo abave imbere , mu gihe
abandi noneho bazajya banabura
rwose uwakira abakiriya.
Byanditswe na Sandra Idossou
6. Ibikoresho bijyanye n’akazi
bidahagije
Bitewe no kugabanya ingengo y’imari
cyangwa amafaranga ikigo gisohora,
hari igihe ikigo cyirengagiza kugura
ibikoresho bishya bigezweho noneho
ibyo bigatuma imirimo ikorerwa
abakiriya irushaho kudindira
bidaturutse ku ikosa ry’ushinzwe
kubakira no kubafasha. Igihe cyo
gutonda cyangwa gutegereza
kiba kinini, amabwiriza yatanzwe
ntiyubahirizwe n’indi mikorere mibi
ikavuka bitewe no kubura ibikoresho
byabugenewe bishya kandi
bigezweho.
Aho kwica Gitera uzice ikibimutera, dore
zimwe mu mpamvu zitera imitangire mibi
ya serivisi:
1. Gutanga akazi ku buryo budahwitse
Abayobozi benshi bapfa gutanga akazi
batitegereje neza abo bagahaye. Mu
gihe wifuza abakira abantu,abatanga
ibiribwa cyangwa ibinyobwa, abakira
amafaranga, n’ibindi, twakugira
inama yo gushaka abantu bahorana
icyizere muri bo kandi biteguye
guhora bivugurura. Gerageza ushake
abakozi bakunda guseka kandi
bahorana umucyo ndetse n’umurava.
2. Kuba abantu bataratojwe umuco wo
gufasha abandi.
Twese turazi ko ku mpamvu
zitandukanye habaho ibihe twumva
tutishimye kandi biroroshye guhita
dutura umujinya ku wo tubonye
kabone n’iyo ntaho yaba ahuriye na
byo.Hamwe na hamwe, umukozi
waramutse nabi uwo munsi ashobora
kwangiza ibyo yari gutunganyiriza
umukiriya.
3. Kudahembwa neza cyangwa kubura
uduhimbazamusyi
Imihemberwe y’abantu bakira ku
buryo butaziguye abakiriya ikunda
kuba hasi ndetse nta n’utundi
duhimbazamusyi bagenerwa cyangwa
ikindi cyiyongera mu bijyanye n’akazi
kabo. Ingaruka z’ibyo ni imikorere
itanoze. Igihe cyose ibigo bizajya
bishimishwa no gukoresha abantu
bahembwa intica ntikize, birumvikana
ko akazi ubwako katazajya gatuma
abakozi bagira umutima mwiza
ndetse n’ikinyabupfura gikwiye.
4. Kutamenyerezwa neza ku bakozi
bashya
Akenshi abakozi bashya ni bo
birwanaho kugira ngo basobanukirwe
neza inshingano zabo. Abakozi
bashya ntibamenyerezwa ngo
bategurwe bikwiye.Abakozi bashya
bakwiye kumenyerezwa neza mu
bijyanye n’inshingano zabo. Bakwiye
guhabwa icyerekezo. Bakwiye
kwerekwa neza inshingano zabo
atari mu nzandiko gusa ahubwo
bakanasobanurirwa.
5. Umubare muke w’abakozi
Imikorere mibi mu kwakira abakiriya
ikunze guterwa n’umubare muke
w’abakozi mu mirimo. Igihe abakozi
7
7. Kudahugurwa
Ibigo bikunda kwirengagiza guhugura
abakozi bashya, cyane cyane mu gihe
baje byari bibakeneye cyane.Umukozi
udahuguwe bihagije arangwa no
guhuzagurika bigaragarira mu
gusaba ubufasha kenshi. Nta cyizere
yigirira mu gihe ahamagariwe
gukemurira ibibazo abamugana,
ubwoba aterwa n’ubumenyi buke
bumutera kwirinda kugira aho
ahurira n’icyo yasabwa gufasha
abagana ikigo.
8
Imiyoborere mibi cyangwa se
idasobanutse
Abakozi bakwiye gusobanukirwa
gufata neza ababagana bahereye no
ku rugero bahabwa n’ababayobora.
Ikibazo ni uko abayobozi na
bo ubwabo bagira imyitwarire
itandukanye n’ibyo bigisha abakozi,
ubwabo nta rugero rwiza batanga,
ndetse n’abakozi iyo babitegereje
basanga nta cyo babiganaho na busa.
Ingaruka zo gufata abakozi nabi, ni
ugufata abakiriya nabi. TSM
[email protected]
FOR THE MANAGER
The Role of a
Customer Service
e
c
i
v
r
e
Manager
S
r
e
m
Custo
By Bea Umwiza
•
•
•
•
•
•
C
ustomer service managers
ensure that the organization
they work for satisfies its
customers’ needs. They
may work at various levels,
from head office to the front end of the
business. Work might include:
• helping to develop a customer service
policy for an entire organization;
• managing a team of customer service
staff;
• handling face-to-face enquiries from
customers.
Possible roles vary widely with a range of
job titles such as customer care manager,
corporate services manager, customer
relationship manager and customer
operations manager. Whatever you are
called, customer service managers are
expected to understand and satisfy their
customers’ requirements and exceed their
expectations if possible.
Although the work varies, depending
on the type and size of the employing
organization, the main aim of a customer
service manager is to provide excellent
“customer service
people should put
themselves in their
customers’ shoes.”
customer service. Typical activities
are likely to include some or all of the
following:
• providing help and advice
to customers on using your
organization’s products or services;
• communicating courteously with
customers by telephone, email, letter
and face to face;
• handling customer complaints or any
major incidents
• issuing refunds or compensation to
customers;
• analyzing statistics or other data
to determine the level of customer
service your organization is providing;
•
•
•
writing reports analyzing the
customer service that your
organization provides;
visiting customers to provide a oneto-one service;
developing feedback procedures for
customers to use;
developing customer service
procedures, policies and standards
for your organization or department;
meeting with other managers to
discuss possible improvements to
customer service;
training staff to deliver a high
standard of customer service;
leading or supervising a team of
customer service staff;
learning about your organization’s
products or services and keeping up
to date with changes and
Keeping ahead of developments in
customer service by reading relevant
journals, going to meetings and
attending courses.
The customer service manager must
be professional, enthusiastic, a good
communicator and have listening and
problem solving skills.
In customer service we create more
repeat customers when we “Are On”. The
challenge is, how do we get to our goal
emotion when prospects are objecting;
customers are screaming and others are
complaining about bad service. As the
customer service manager it is our role
to identify the problem and solve it. It’s
our job to make customers feel happy, not
the other way around. In order to do that,
we must change how we feel towards
customers (our attitude). A customer service manager should
know how emotions are created and how
she or he can actually control them. This applies
to all businesses from the hospital, banks, prisons,
government entities, transport and even in personal
life. Offering service is like selling emotions; service
is intangible but shows its results at the end of the
service. That is when a customer votes with his feet
to either walk away or return.
The customer service manager therefore needs
to develop rapport. Rapport is not a relationship. Relationships are deeper. Rapport is a feeling of
comfort, trust, likeability. We can definitely close
sales and create repeat business by having a good
rapport with prospects and customers.
It is the role of the customer service manager
to identify among his team those who are customer
service oriented, who present well and also who
can communicate. People like people who are like
themselves. So customer service people should put
themselves in customer’s shoes to understand them.
The fastest way to gain rapport and the greatest
display of respect for another person is to cross over
into their world and become like them. TSM
[email protected]
Remember Me?
I’m the person who asks:
“How long is the wait?”
You tell me ten minutes...but it gets very late
I’m the person who sees when the whole staff
loiters
But nobody does anything to take my order.
I’m the person who says: “That’s not what I
ordered...but it’s OK
I’ll use it anyway.”
I’m the person who calls to see if my lost item
was found
And all I get is a run-around.
I’m the person who leaves with a slight frown
Cause the manager is nowhere to be found.
I’m the person who should write a negative
letter
But feel it wouldn’t make anything better.
Yes, you might say that I’m a good guy,
That I understand that you kind of try.
Yes, maybe ... But,
There’s another side of me.
Read
The ServiceMag
Online
“Knowledge is Power”
I’m the person who NEVER comes back!
FOR THE MANAGER
MOTIVATE YOUR
TEAM
By Sandra Idossou
I
am sure we have all experienced this
time and again…entering a shop or an
office only to find staff chatting with
colleagues or carrying on with unending
personal phone conversations while we
wait. We have found
products displayed
in the most
unimaginative
manner and
employees are
just there with
no expression
of enthusiasm
and unable to
even look up
or smile at the
customer.
All this
shows a staff that
lacks motivation.
Keeping contact
“Managing a team
implies that you are
also able to credit your
employees whenever
they have done
a good job.”
staff enthused and motivated is one of the
challenges organizations face; whether
big, retail, public or private. No matter how
good your company’s strategies, products,
services, values etc may be, your success
or failure is decided by your employees’
contact with clients or customers.
Motivation is even harder when
employees find themselves in jobs they do
not particularly enjoy or jobs they are
not well trained to do.
However with some
motivation on the
employer’s part,
even these can
be made to
understand they are directly responsible to
create a positive customer relationship.
Hard as it may be, motivating one’s
team is one of the most important parts of
the manager’s job. In every organization,
building high employee motivation and
morale is challenging and yet supremely
simple.
Contrary to what many people think,
motivation is not only monetary. If you
need your team to remain motivated, this
will require that you pay attention every
day to profoundly meaningful aspects such
as the following:
1.
Your arrival at
work sets the
tone for the
day
Picture a
supervisor or
manager who
arrives at work
with a frown
on his face. His
body language
telegraphs “overworked”, “unhappy”
or “bored”. He moves
slowly and treats the
first person who
approaches
him
abruptly. It will take only a few minutes for
the entire team to get the word. Stay away
from “Mr. Stressed-Out”. “He is not in his
good mood”. And this will undeniably have
a negative impact on the morale of your
team.
Your arrival and the first moments
you spend with your staff each day have
an immeasurable impact on positive
employee motivation and morale. Start the
day right. Smile. Walk tall and confidently.
Walk around your workplace and greet
people.
2.
Let your People Know
exactly what you are
Expecting from them
In some organizations, there are weekly
meetings or daily briefings that help in
setting targets for the team. If you are
a manager or a supervisor, you need to
share the goals and expectations of your
team. Take time to train and explain clearly
what management expects. When it is
necessary, do certain things yourself so
that team members can learn from you.
Setting objectives might not be enough.
Supervisors think they have clearly stated
work objectives, report deadlines and
requirements, but the employees may
have received a different message.
3.
Be an example to your
employees
If you are a manager or a supervisor, you
have a great impact on your employee.
By your words and actions, you can be for
your team either a source of motivation or
the contrary.
If you want them to welcome
customers in a certain specific way, do it
yourself and let them learn from you. They
will learn faster by seeing you do it rather
than by written procedures.
Be part of the team and be
approachable. This will boost the morale
of your team.
4.
Find out what motivates
your team and use it
I remember while working with a
hospitality group some time back, we
appreciated what the company did at each
employee’s birthday. There was always
a well wrapped cake that was offered. I
remember this used to be such a great
motivation. Not necessarily because
of the cake but because management
remembered it.
A simple afternoon tea invitation,
watching football matches together as a
team, jogging or doing sports activities,
sending card when there is a birth in your
employees’ family, visiting your sick staff
member doing an excursion or partying
together. All these can do wonders in
boosting morale.
5.
Get feedback from
employees
Once in a while, organize a meeting and
discuss progress on the job with your
employees. Before putting in place a new
product or service, consult them. Ask their
opinions. Remember they are directly in
contact with customers and sometimes
understand better what needs to be done
to improve on service. Besides, asking for
their input will make them feel important.
In certain organizations, annual
appraisals are necessarily not only
to evaluate employees but also to get
feedback from the employee on the job.
Such appraisals should be conducted in
a relaxed atmosphere so that employees
feel free to discuss certain issues.
6.
Encourage fun in the
workplace
All work and no play made Jack a dull
boy, the saying goes. Having fun at work
can be a real way of boosting staff morale.
It helps create a conducive working
environment where people will not be
afraid to express themselves. Do not be
too uptight, all you achieve is fear amongst
your staff and not respect.
7.
Always praise a job well
done.
Managing a team implies that you
are also able to credit your employees
whenever they have done a good job.
Learn to show appreciation for a good
job done. Praise them and acknowledge
those who deserve it. Whenever you have
feedback from customers on any of your
employees, share it with the team.
Look for opportunities to acknowledge
staff in a way they appreciate. While some
want public acknowledgment, others want
more responsibility, others like bonuses of
lunch invitations or tickets to a concert
in town.
Use powerful, motivational words to
demonstrate you value your people. Say
“please” and “thank you” and “you’re
doing a good job.” These might be
simple words but they are a powerful
way of motivating your team. These
simple words can make their day.
8.
Show them some dignity
in front of customers
Remember your employees are human
beings with feelings and emotions
like any other person. Treat them with
dignity. In front of customers, do not
belittle them. Make it a rule never to
reprimand an employee in public, in
front of their colleagues, clients or
customers. A manager must possess
self control. When there are issues,
take charge of them as a manager and
deal with the employee later.
Feeling valued by their supervisor in
the workplace is key to high employee
motivation and morale.
9.
Reward in cash and kind
Let’s face it. Everybody likes cash! Offer
regular incentives, salary increment
when possible, review salary on an
annual basis and discuss with your staff
the performance. Consider a bonus for
exceptional performance, for meeting
tight deadlines or working overtime.
When offering incentives, make
sure they are based on meeting your
organization’s mission, goals, and
values. Be timely, fair, and public with
those incentives.
Keeping staff motivated is not only a
matter of having structured processes
or procedures, neither does it only
concern the provision of handbooks,
checklists and even trainings. You
need more than that to keep your staff
motivated.
I hope the tips above will help you
and with highly motivated employees
and happy customers, your organization
will succeed. TSM
[email protected]
Achieving Outstanding Service
in Your RESTAURANT
By Sandra Idossou
PHOTOS BY Select Restaurant
FOR THE MANAGER
I
admit I enjoy going to restaurants.
Going to restaurants has become my
way of relaxing with my friends here.
Unfortunately, when we go to most of
the restaurants in town, good customer
service is not always consistent. There
are days we have a “Wow” experience
depending on the staff we meet but most
of the time, we have the impression that
we have come to disturb the staff.
So we decided sometime back to
create ourselves the restaurant ambiance
we desire by going to friends who like
cooking. I love cooking and love receiving
friends at home but, when we host in our
homes, it is definitely a loss of money for
most restaurants in town.
If you own a restaurant and would like
to see many more customers come back,
you might want to try these tips:
1. Customer service starts with a clean
establishment, inside and outside
Make sure the tables are wiped at
regular intervals and that customers do
In addition, make
sure the rest rooms
are kept sparkling
and don’t forget to
provide hand washing
soap at all times.
not have to stop and ask your staff to
do it. Please make sure that the mops
used are clean and look good and
smell good too. In addition, make sure
the rest rooms are kept sparkling and
don’t forget to provide hand washing
soap at all times. A dirty rest room can
undo the highest quality and friendliest
waiting staff. The cleanliness of your
washrooms shows the good hygienic
condition in your kitchen. A clean
restaurant gives a customer confidence
that they are not putting their health
at risk but taking food that may not be
handled and prepared to the required
hygienic standards.
2. Make sure staff smile when they
receive customers in your restaurant
A simple smile will make customers
feel welcome and recognized.
Sometimes waiters look at customers
as though they have come to bother
them by bringing them more work.
A smile will show a customer that
you appreciate that they have decided
to come and spend their money in your
restaurant and not in the one next door.
Your smile makes customers feel
welcome. Even though you and I may
only communicate with each other for
a minute or so, that’s time enough to
leave a memorable impression with the
customer that may cause them to start
some positive word-of-mouth about
your business.
3. Be flexible enough to be able to fix
things
When you realize an order is not available,
communicate to the customer as fast as
you can and give them possible options.
Be flexible enough to try and offer
something to make the customer as
comfortable as they can be. Do not run
away from the problem when things go
wrong. When you are able to fix something
that went wrong, you can be sure that the
customer will become a loyal one.
As Donald Porter (V.P British Airways)
said, “Customers don’t expect you to be
perfect. They do, however, expect you to fix
things when they go wrong.”
4. Do not compromise on quality
People go to restaurants to eat and drink
and they expect delicious meals. The food
must be prepared to perfection or the
friendly staff will not be sufficient to get
customers back. Remember people tell
about negative experiences more easily
than they do positive ones.
5. Finally, bring the bill quickly and
thank the customer even if there is no tip
Tipping is not a compulsory thing. The
prices we pay for our meals already
comprise the service charge and you are
paid to offer a good service. A customer
deserves appreciation even if they do not
leave a tip.
McDonald´s has a saying: “Quality,
Service, Cleanliness, and Value.” A
restaurant must have all these qualities to
attract customers to return. TSM
[email protected]
p
e
i ng
e
K
d
n
a
g
n
o
t
m
s
i
u
e
r
C
t
s
r
t
u
o
e
Y
G
FOR THE MANAGER
By Eva Gara
Y
ou need to keep as many people
as possible coming back to your
business. Be it a shop, hospital,
airline or school the happier
the customer is the bigger your
profits. In most businesses eighty per
cent of your customers are those that
return again and again. The other 20
percent are those passing through or
just checking you out. That is why it is
extremely important to make and keep
your customer coming back. I am going
to tell you about two friends’ experiences
while shopping in Kigali.
Penu walked in a store to buy milk.
The cashier was on a phone and the other
two attendants were having a heated
argument about football. She walked
to one end of the shop and picked up a
couple of items. She took the items to
the cashier who was still on the phone.
Penu waited as she finished her call. The
cashier then reached for the items as if
she was greatly inconvenienced. One of
the items did not have a price and she
called out to one of the attendants. By
now Penu’s foot was tapping and she was
using all her strength to hold back the
anger that was fast building up. When the
price was called out, the cashier called
back saying it was not the right one. Penu
walked out of that shop never to return
and of course would never recommend it
to anyone.
Duta on the other hand went to buy
milk at a corner store near her new
residence. When she got there the
cashier stood up with a smile and asked
what it is she would like. When it was
discovered that the milk had run
out, she apologised and asked
if she could send for
some from the next
door neighbour. The
attendant run out and
within minutes she
had the milk at no
extra cost. The smile,
warm welcome and
willingness to help
won her over. She was
sold. She would always
shop in there and would
recommend it to her friends
too.
A happy customer
recommends your business to
others. Its amazing how much
word of mouth advertising
will enhance your business.
Churches although not a
“Pampering a
customer whenever
you can, thanking
him for his patronage
every time he comes
in is a sure way to
keep him. Invest in
your customers and
they will make your
business grow!”
business do very well in attracting new
members. When you walk in a church
there is usually some one to greet you and
show you your seat. A chance is given to
new members to introduce themselves
and if the church is well organised
someone will be at hand to personally
make you feel you welcome. If on the
other hand nobody welcomes you or talks
to you at the end of a service, chances are
you wont return.
Knowing your customers’ likes
and dislikes is a great way to get and
keep them. A friend of mine owns a
boutique, and she knows what each of
her customers needs from her. Her items
are not cheap but her shop is always
overflowing with buyers. She knows
almost all her customers by name, and
remembers to ask about their lives and
families. They feel she cares. So they keep
coming!
I have heard that being graceful in
our culture is important and one should
not be rushed around. This may be true,
but not in business. A customer wants
to feel that he receives utmost attention.
Pampering a customer whenever you can,
thanking him for his patronage every time
he comes in is a sure way to keep him.
Invest in your customers and they will
make your business grow! TSM
[email protected]
Ecobank
The fast, convenient
and reliable way
to transfer money
across Africa.
Present in more countries in Africa than any other bank in the world.
Benin • Burkina Faso • Burundi • Cameroon • Cape Verde • Central African Republic • Chad • Congo (Brazzaville)
Congo (Democratic Republic) • Côte d’Ivoire • Gabon • Gambia • Ghana • Guinea • Guinea-Bissau • Kenya • Liberia
Malawi • Mali • Niger • Nigeria • Rwanda • Sao Tome and Principe • Senegal • Sierra Leone • Tanzania • Togo
Uganda • Zambia
To find out more about this great service, please visit
your nearest Ecobank branch or call 078 340 5802.
Terms and conditions apply.
www.ecobank.com
Ask Our Lawyer
TRIBUNE LIBRE : petits soucis, grands tracas …
Défaillance, plainte, protection du consommateur, procédure administrative …
notre consultante légale Katia Manirakiza répond à vos questions
Comment protéger mon enseigne?
Bonjour, je suis propriétaire d’un restaurant à Kigali qui a une bonne réputation. La fois passée, des
amis m’ont dit qu’en se promenant à l’intérieur du pays, ils ont découvert un petit restaurant portant
le même nom ! Je n’ai pas de crainte pour le restaurant en dehors de Kigali, mais je n’aimerai pas
que cela arrive à Kigali. Pourriez-vous me donner quelques conseils à ce sujet ?
Tout d’abord merci pour cette question qui fait appel à des notions de propriété intellectuelle et qu’il est
très important de pouvoir évoquer.
La loi sur la propriété intellectuelle en vigueur et récemment modifiée offre à toute personne le droit
d’enregistrer soit le nom de sa société, soit le logo de sa société ou même d’enregistrer un concept ou
une idée. Cela signifie que lorsque l’on enregistre son nom, son logo ou son idée, les tiers ne peuvent
plus utiliser ou copier ce qui vous appartient. Cela signifie également qu’en cas de copie, vous pouvez
intenter une action en justice contre le « copieur » et dans tous les cas, il ne sera plus autorisé d’utiliser
votre nom et devra vous payer des dommages et intérêts.
De manière concrète, l’enregistrement se fait au Rwanda Development Board, plus précisément
dans le bureau du Registre Général (Office of the Registrar General). Le personnel de la RDB est bien
outillé à ce sujet et se fera un plaisir de vous aider.
Nakora iki kugirango nyirinzu
ayisane?
Muraho nitwa Irene. Inzu nakodesheje nyirayo yanze kuyisana. Naramuhamagaye
kenshi ariko yakomeje kumbwira ko azaza kubitunganya. Namaze kumwishyura avansi
y’amezi 6 kandi maze kumaramo igihe cy’amezi 2 gusa. Nakora iki kugirango nyirinzu
ayisane?
Irene, ndababajwe cyane n’icyo kibazo urimo. Ndakeka ko ntawujya ashimishwa no kuba
mu nzu igikeneye gukorwa.
Icyambere ukwiye gukora ni ugushyira byose mu nyandiko. Nizeye ko uzi aho
nyirinzu atuye cyangwa se akora. Uzamuhe ibaruwa ikubiyemo ibikwiye gukorwa byose
mu nzu yaguhaye, ndetse utanga n’igihe bikwiye gukorerwamo.Nyirinzu (ashobora no
kuba umugore we cyangwa umukozi) azaguha icyemezo cy’uko yakiriye ibaruwa yawe.
Ntuzibagirwe kugenera kopi abayobozi b’inzego z’ibanze,kuko bizatuma nyirinzu abona ko
ikibazo wakimenyesheje n’abayobozi.
Aramutse atagize icyo akora kubyo wamusabye muri yabaruwa, uzashake uko uhura
nawe muri kumwe n’abo mu nzego z’ibanze. Ubusanzwe inyuma y’ibaruwa, nyirinzu
yakabaye yahise agira icyo akora cyangwa se agusubiza. Iyo bitabaye birtyo, ushobora
kwikorera imirimo wamusabye, maze amafaranga wakoresheje ukayakura ku bukode
bw’inzu wakamwishyuye. Na none urasabwa kwitwararika kujya umumenyesha byose
mu nyandiko kandi unamenyesha abayobozi b’inzego z’ibanze. Mugihe utazaba ushoboye
kwishyura imirimo y’isana ku bwawe, nta kundi n’ugutanga ikirego. Ubu nibwo buryo bwa
nyuma ndetse budashimishije ariko nta kundi kuko bushobora gutuma byibura yikubita
agashyi. Nkwifurije amahirwe
Byashyizwe mu Kinyarwanda na Aimé MUNYANGANZO.
Should NGOs Pay Tax?
I am the manager of a consulting company
and my main client is a NGO to which I supply
services. This NGO does not want a tax (VAT)
inclusive invoice because they claim that are
not registered for VAT. What should I do?
An NGO is considered as a “privileged person”;
this implies that NGOs have a particular tax
status.
If however your company is VAT registered,
you have the legal obligation to add VAT on all
your invoices. Anytime you are supply a service
(or a good), it is considered a taxable supply.
In case an assessment is conducted on your
company’s activities, you have a serious risk of
paying penalties and interests for late payment
on the amounts that have not been declared.
However, you can inform your client that he
has the right to claim refunds of the VAT paid.
The claim should be made in writing; there is a
form to fill and a list of documents to provide.
Before starting the refund procedure, the NGO
can ask for information and I am sure any
Rwanda Revenue Authority agent in charge of
that will be happy to assist them.
If you have legal issues, write to: [email protected] or [email protected]
HAVE YOUR SAY
Mu Banyarwanda, kwakira neza
abakugana byari umuco
Byanditswe na Olivier Ntaganzwa
Mu biranga umuco w’abanyarwanda
n’abanyafurika muri rusange, harimo no
kwakira abakugana, baba bato n’abakuru,
abo uzi n’abo utazi. Kera umuntu yafataga
urugendo rurerure, bikaba ngombwa ko
aho ageze bwije ahasaba icumbi. Icyo gihe
yarakirwaga, bakamufungurira bakamuha
n’aho kuryama bwacya agakomeza
urugendo, bwakongera kwira akiri mu
nzira agacumbika mu rundi rugo akenshi
rw’abantu bataziranye.
Kwakira umuntu ntibyari ukumuha
icumbi gusa, kuko hari n’igihe ku manywa
y’ihangu yicirwaga n’inyota mu nzira
akanyura ku rugo abonye bakamuha
amata cyangwa inzoga agahembuka,
byaba ngombwa agahabwa impamba
n’itabi agashyira nzira agakomeza
urugendo. Uwabaga afite ibibazo we
bamuhaga umwana cyangwa umugaragu
wo kumuherekeza.
Icyagaragaraga ni uko iyo winjiraga
mu rugo urwo ari rwo rwose, n’iyo rwaba
urw’umwami barabanzaga bakakwakira
mbere y’uko unavuga ikikuzanye. Si
nk’uko ubu winjira mu rugo ugasuhuza,
ugahita ubaza ngo “kanaka arahari?” Oya
si ko byagendaga, barabanzaga bakaguha
icyo kunywa bakabona kukubaza
ikikugenza.
Uwo muco wo kwakira neza
abakugana nta nyungu n’imwe wabaga
ugamije, ariko watumaga abantu
bamenyana, ndetse ikaba n’intandaro
y’ubucuti bukomeye, bikanarangira
bahanye inka n’abageni, ubyaye
agahembwa, ugize ibyago agatabarwa.
Ubwo bucuti bwageraga no ku bana,
ugasanga bitumye abantu babana neza,
na sosiyete muri rusange igakomera.
iva kuri uko kwitwara nabi n’ubwo
tutayivuga ngo tuyirangize. Uwangaga
kwakira uwabaga amugannye kandi
nawe yaragawaga, agafatwa nk’umuntu
w’ubupfura buke.
Kuri ubu n’ubwo uwo muco wo
kwakira neza buri wese ukugana
utakigaragara cyane, mu Rwanda birazwi
ko twakira neza abanyamahanga baza
batugana, ku buryo bataha batuvuga
imyato. Ariko umwe mu bami b’u Rwanda
ariwe Mibambwe Sekarongoro Mutabazi
yigeze kuvuga ati “ujya gutera uburezi
arabwibanza.” Kuki twakwakira neza
abanyamahanga, twe tukakirana nabi
hagati yacu? Ubu se abakurambere
bagarutse badushima cyangwa batugaya?
Tubyibazeho. TSM
Iyo umuntu yakirwaga neza akitwara
nabi yitwaga umunyamusozi cyangwa
ingayi. Hari n’imigani myinshi yagiye
[email protected]
Abakiriya Na Bo Bakwiriye Kugira
Ikinyabupfura Imbere Y’abo Bagana
Byanditswe na Hubert Rutage Ruzibiza
N
akomeje kugenda nibaza
ku byabaye uwo munsi.
Birashoboka ko uwo
mukiriya yaba yari afite ikindi ikibazo
kimukomereye icyo gihe! Uwo munsi
ni umwe mu minsi niyumvagamo
umurava, umunezero ndetse n’ubwuzu
bwo kwitanga birimo n’icyizere gituma
wumva ko nta cya kunanira rwose
mbese icyo gihe numvaga ari nk’aho isi
yose yabaye iyanjye..
Mu gihe nari maze kwakira
abakiriya batari bake,ndetse benshi
muri bo bananshimira cyane bitewe
n’uko nabaga nabakiriye, bari bishimye
cyane kuko bari barafashwe nabi
ahandi.
Mu gihe nari ndimo nsuzuma
zimwe mu nzandiko zabo, undi yaje
nk’iya gatera:
Hari amapawundi yanjye
nohererejwe avuye mu Bwongereza
kandi agera ku bihumbi bitatu
(3000), hari ayaba yageze hano?
Bishoboka bite ko nta n’iripfusha
mbona kuri konti yanjye? Hashize
igihe gito bayanyohererejee!!! Uko ni
ko mukora, nta mwuga wanyu muzi
rwose, ndashaka amafaranga yanjye
none aha ngaha!!!!
“Ayo magambo yari ameze nk’igisasu
kintewe mu maso dore ko uwo mukiriya
atabanje no kunsuhuza, byongeyeho
ko ntari nzi n’ibyo yavugaga,mu gihe
atashakaga no kumpa akanya ko
kuvuga, yashimangiraga n’ umujinya
ko ntazi akazi nkora nabusa, aka ni
akaga!Rwose uyu ni nde unteye atya!!”
“Nagerageje kwitonda no kubahisha
umwuga wanjye, ngerageza gufata
neza uwo mukiriya, dore ko twigishijwe
ko umukiriya ahorana ukuri buri gihe.”
Muraho, mushobora kumpa nimero
za konti yanyu kugira ngo mbarebere
niba nta mafaranga yanyu
yagezemo?
256649, nakubwiye ko atarageramo!
Murakoze.
Maze kureba muri konti nasanze afite
ukuri, kuko nta mafaranga yari arimo.
Mushobora kumpa ibindi byamfasha
kubona uko amafaranga yoherejwe?
“Dore, sinzi impamvu unyaka ibyo
byose,bikomeje gushimangira gusa ko
utazi icyo gukora. Ariko niba ubishaka,
nimero ni TRF 56669555.Dore mbese icyo
gicucu”!
“Nizera ntagushidikanya ko ntumvise
nabi ijambo igicucu, nyuma yo kunyuka
inabi, yongeyeho no kuntuka.”
“Nariruhukije ndahumeka, kuko
nagombaga gucisha make kugira ngo
ntagaragaza umujinya. Nuko mera nkaho
nta cyo nigeze numva.”
Murakoze.
Gira vuba ariko ndihuta!!!
Nkwemereye ko nihuta rwose uko
nshoboye.
Naguye mu kantu maze kubona muri
mudasobwa ko ntacyamugezeho koko!!
Kuko ntari nzi impamvu y’icyo
kibazo, namusabye ibiranga banki
y’uwamwoherereje amafaranga arabimpa.
Nuko mpamagara banki y’i Londoni
yagombaga kohereza ayo mafaranga.
Ndashimira Imana yampaye icyo
gitekerezo, nuko nahise nkora telefoni
ku buryo uwo mukiriya aza kumva ibyo
turibuvugane byose.
Muraho, mushobora kudufasha
kumenya ibijyanye n’amafaranga
mwatwoherereje ko tutashoboye
kuyabona? mwakwifashisha nimero
TRF5666955
Yego koko, uwari yadusabye
kuyoherereza umukiriya wanyu ntabwo
yari ayafite kuri konti, byabaye ngombwa
ko tubimumenyesha nuko ahita
ayashyiraho. Birumvikana ko byahise
bitindaho, kuko twayohereje mu masaha
abiri ashize, birashoboka noneho ko
yagera ku mukiriya wanyu mu masaha
atanu ari imbere.
Nagize ibyishimo byinshi aho mariye
kubona ko byibura amakosa atari ayacu.
Wa mukiriya yarandebye maze agwa mu
kantu, nuko ahita agenda adasezeye
yewe atanasabye imbabazi. Icyo yakoze
yarivugiye ati:”Nzagaruka ejo kandi
nizeye ko noneho nzayabona!!!
Rimwe na rimwe abakiriya bakwiye na
bo gusobanukirwa uko bafata ababakira
nk’abantu, bakirinda kubakomeretsa.
Ikindi, iyo witegereje neza, kwakira
umukiriya neza bisaba ubufatanye
bw’abakira n’abakirwa.
Nimureke rero duhe icyubahiro
gikwiye abashinzwe kutwakira mu nzego
zinyuranye. TSM
[email protected]
HAVE YOUR SAY
La Qualité Se Conjugue
Aussi Au Culturel
Par Diana Ramarohetra
Lorsqu’on évoque culture, la majorité pense automatiquement “loisir” et
“divertissement”. Que cela soit dans le privé ou le publique, la perception
de ce monde est souvent farfelue. Pourtant, le service culturel implique
qualité et préparation.
Mais attention, les biens
et les services culturels sont beaucoup
plus complexes qu’il n’y paraissent.
A l’image du débat au sein de l’OMC
régissant les échanges des biens
culturels. Et même si tout le monde
se voit en haut de l’affiche, n’est pas
artiste tout le monde qui sait pousser la
chansonnette. Pour cette édition, The
Service Mag décrypte un des services
culturels les plus en vogue : le concert.
PHOTO BY Gael R. Vande Weghe
Comment juger une prestation
scénique ?
La musique. Un artiste est une musique,
des paroles, une mélodie mais aussi
une recherche musicale et surtout un
arrangement. Une basse très discrète
qui apporte une volupté, une batterie qui
donne le rythme, quelques notes de piano
bien posées donnant la tonalité, le tout
saupoudré de la voix de l’artiste. L’un ne
va pas sans l’autre. Cet ensemble musical
est un des critères de jugement lorsque
l’on est emmené à offrir son opinion.
Hélas, avec l’évolution de la
technologie, de nombreux artistes
préfèrent jouer sur l’électronique. Pire, à
chanter en play-back sur scène. Pendant
que d’autres voyagent avec matériels
au complet (instruments, ampli, câbles,
etc) certains artistes se suffisent à euxseuls, emportant simplement leur CD
dans leur bagage. Pour eux, un simple «
Play » et le tour est joué. Mais la qualité
acoustique est loin d’être la même.
Attention toutefois à la preparation avant
d’entrer sur scène. Le check sound se fait
2 heures avant!
Le service culturel se base justement
sur ce critère de qualité musicale où
chaque break compte. Tout est agencé
de manière à avoir une harmonie, et
pour cela la complicité des musiciens et
chanteurs est vitale. Le répertoire, il doit
aller en crescendo pour permettre au
public de garder le rythme. Faire monter
l’ambiance, laisser le public se reposer
un peu et reprendre de plus belle et ainsi
faire une sortie de scène mémorable.
La prestation. Le concert est un plaisir
de l’ouie et de la vue. Attirer l’œil du
public, capter son attention vers la scène.
Comme la définition du mot, en faire
un spectacle ! Et non un simple tour de
chants. Car cela chacun peut le faire au
détour de sa douche. Ce spectacle passe
par la tenue, les lumières, la prestance de
l’artiste, par la chorégraphie.
Le but du jeu? Créer une magie où
le public se retrouve emporté dans une
euphorie enfantine et en ressort ébloui.
Pour cela, chaque jeu de lumière n’est
point choisi au hasard, la chorégraphie
entraîne le public. Ici aucun temps mort
n’est autorisé.
Autre chose, même si les spectacles
se suivent, ils ne doivent en aucun cas se
Car il n’y a rien de
plus déplorable
que de voir deux
ou trois concerts
et d’avoir la
sensation d’en
avoir fait le tour.
ressembler. Toujours trouver la bonne
parade pour inter changer un peu
même si le répertoire est identique.
Car il n’y a rien de plus déplorable que
de voir deux ou trois concerts et d’avoir
la sensation d’en avoir fait le tour.
Innover ! C’est le mot d’ordre.
Prestation veut aussi dire,
sympathie, sourire, accessibilité. Vous
êtes conscients de votre notoriété et
le public vous adore. Un sourire ne
vous coûtera rien, à part faire tomber
les jeunes filles sous votre charme et
les faire revenir pour votre prochaine
apparition sur scène. Etre beau et
sexy à souhait, sans pour autant se
dévoiler. Un minimum de décence tout
de même!
Iwacu
umukiriya
ahora ari
umwami
Byanditswe na Rucogoza wo
muri Damas Trading
D
La communion. Un artiste n’est rien
sans son public. Et cela est valable
pour tout. Le concert par conséquent,
doit se préoccuper avant tout de son
auditoire. Interpeller le public, lui
parler, le faire danser avec soi, le
regarder. Et non pas, être égoïste et
jouir de la scène seul. Se satisfaire de
son petit pas de danse et de ne pas se
demander ce que le public attend et
encore moins répondre à ses attentes.
Avec ce genre de comportement, vous
ne serez qu’un artiste éphémère.
Célèbre certes mais jamais dans
l’éternité comme Mickael Jackson.
Car le public a payé et attend un
rapprochement avec son idole, son
chouchou. Il veut être important à
ses yeux et … il devrait l’être. Cette
communion doit être cultivée de
manière à susciter l’envie permanente
du public à venir vous voir sur scène.
Et qui dit consommer des concerts,
dit rentabilité pour vous. Et c’est un
des objectifs de la culture, en faire une
source de revenus.
Mais si vous, artiste, vous ne vous
donnez pas cette importance, personne
ne le fera à votre place. Alors avant
de vous lancer dans la machine, et
accuser les autres du manque de
rendement, vous aussi, essayez d’offrir
à ce public, un concert digne de ce
nom! TSM
ukorera muri quartier mateus
igihe cyose dushakisha ibishyashya
twifuza guha abakiriya bacu
ibintu bishya kandi bimeze neza bifite
ubuziranenge.
Dufungura akazi mu gitondo saa
moya (7h00) tugatunganya ibyo duha
abakiriya bacu, igihe cyose umikiriya wacu
tumukorera ibyo yifuza byose n’iyo hari
ibyo tudafite tumurangira aho biri. Si byiza
ko umukiriya ubuze ikintu umubwira ko
byabuze si byo.
Dutanga serivisi yihuse nubwo
dukorera mu mazu mato, igihe cyose
tuzabona aho dukorera heza tuzongeraho
serivise ibe nziza kandi yihute ibintu byacu
bise neza kurushaho.
Dukora ibishoboka byose
ngo tuganirize umukiriya wacu
nk’umuvandimwe kuko aza atugana
adukunze, kandi ahita aba inshuti yacu
igihe cyose.
Dufasha umukiriya wacu tumuha
icyizere ko atabura ibintu yaguze n’ibyo
yaguze ahandi. Isaha yose turamubikira
n’iyo aduhamagaye igihe cyose turaza
tugafungura tukamuha ibyo akeneye.
Buri gihe ndetse na nijoro.
Dukeneye ko ubucuruzi bw’u Rwanda
butera imbere kurushaho muri Afurika
y’iburasirazuba n’indi miryango ikagira
ingufu kugira ngo tubone ibicuruzwa
byinshi kandi byiza tukava mu gucuruza
tukageregeza gukora inganda ntoya
ndetse n’inini.
Dufite icyizere ko iki kinyamakuru
cyanyu kizakomera kandi kikagera ku
bantu bose, kandi muri serivisi zose.
Mukomeze mutange inama nziza
murakoze. TSM
[email protected]
[email protected]
HAVE YOUR SAY
Excellent Service at Post Office!
Signage doesn’t cost
that much but goes
a long way in making
the customer feel
welcomed right from
the entrance.
PHOTOS by Mark Sebukima
I
’m not really a post office person. I
think I last visited one about 5 or 6
years ago in France and the service
wasn’t all that welcoming. The postal staff
there displayed such hostility.
So when I received a note to pick up
a parcel at the post office in Kigali, I told
almost everyone about my misfortune
of being obliged to go to a post office. Of
course, all I remembered was my last
experience in France. Unfortunately, I had
no alternative and had to go myself to
IPOSITA located at the KCB roundabout in
Kigali.
The first things that strikes one
upon arriving there is the signage. All
the services offered were very well
indicated. This is a simple detail that
many organizations often neglect.
Signage doesn’t cost that much but goes
a long way in making the customer feel
welcomed right from the entrance. The
primary purpose of signage is to direct
customers and visitors to the different
departments and services available.
There were three people in the queue
at the counter and I patiently waited
behind them. While waiting, I took time
to look round the hall as this was my
first visit to a post office in Rwanda. The
place was very clean and everything was
branded with the Iposita blue and yellow
colors. The first impression was “Wow”,
this has nothing to do with the opinion I
previously held on this public service.
Another important detail that
baffled me was the dress code of all
the staff. They had the company’s tee
shirts with a scarf on. They looked
smart and professional. There are not
many government institutions that have
uniforms for their employees, customers
are never sure if they are speaking to a
customer or an employee.
Again in the hall, I noted many
inscriptions on the walls. Many were on
the importance of the customer. One
read;” Our Customers are important to
our business. They are the reason why we
are here. We are not doing them a favor
but rather they are doing us a favor by
letting us serve them.”
Another read, ” We are here to serve
you because you pay our salaries. Our
customer is not dependent on us, we
are dependent on him. You are not an
interruption of our work but rather the
purpose for it.”
No way, this can’t be a post office or
public service, I thought. I really had the
impression that everything was simply at
the right place. I was contemplating all
these inscriptions when my turn finally
came. The lady who served me might have
received some good news that morning or
been awarded a salary bonus as she was
simply too friendly. She served me very
professionally. Throughout the interaction,
she remained pleasant and cheery.
I’m sharing this experience with
you because I really think it is high time
we started receiving such excellent
customer service in all public institutions.
Hospitals, schools, district departments,
the electricity company and all those
government institutions we go to because
we need them.
I really think civil servants should
start seeing taxpayers as customers as
they contribute to their salaries through
their taxes. Citizens deserve the same
level of service as at this post office or
as from any other commercial or private
company.
Bravo to The Iposita Management and
to the entire team for showing clearly that
customer service is more of a will than
any other thing. Keep it up and I sincerely
hope all those who come to the post office
will benefit from this same level of service
as the one I experienced. TSM
[email protected]
Et ailleurs ...
Se Faire Belle à
l’Egyptienne
Par Diana RAMAROHETRA
Il faut souffrir pour etre belle
« Bienvenue, je m’appelle Rania et je
serai chargée de vous pour les prochaines
heures à venir. » me dit une jeune
femme dans un anglais parfait et avec
un grand sourire. En un rien de temps,
je me retrouve installée sur la table de
l’esthéticienne. Devant moi, une tonne de
produits dont Rania m’explique les vertus
de chacun. Je vais dormir moins bête ce
soir.
Les yeux fermés, bien allongée, je
n’ai d’autres choix que de me laisser faire
belle. Vapeur, crème, massage faciale
et j’en passe. Le tout avec pour fond une
douce musique arabe. Il faut dire que tout
est fait pour relaxer la cliente. Rien à voir
avec les autres salons où c’est la radio à
fond et ses tubes de l’été qui me tapent
sur le système.
« Désolée mais je vais devoir vous
faire un peu mal » m’avertit Rania. C’est
vraiment gentil de me prévenir, me dis-je.
Mais cela ne m’empêchera pas de pleurer
à chaudes larmes.
Un service tout sourire
Un peu plus tard, face à un immense
miroir, Rania s’occupe de mes cheveux.
Affairée, elle ne cesse de me faire la
conversation mais intervient parfois dans
les discussions de ses concitoyennes
: une épouse fatiguée, une jeune fille
amoureuse, etc. N’y comprenant rien,
elle me fait parfois la traduction et me
fait le résumé des malheurs des unes
et des autres. Mes cheveux terminés,
j’essaie de demander mes lunettes
et partir. Mais c’est sans compter la
persévérance de mon hôtesse du jour.
« Vous allez où comme ça, ce n’est pas
encore fini. » Ce n’est pas possible, me
dis-je dans ma tête. Les autres femmes
semblant comprendre ma préoccupation
m’expliquent en anglais arabisé qu’il
reste la touche finale. Ne voulant point
contrarier, je suis encore une fois Rania.
Assise dans une salle bien plus
petite aux tons rouges, j’attends. Fil à la
bouche, minuscule peigne et tout petit
ciseau à la main, Rania ré-apparaît. «
Inclinez votre tête en arrière, s’il vous
plaît ». Les yeux fixés sur mes sourcils,
la jeune femme effectue des tours de
PHOTO from Che By Feline Cosmetics
E
tes-vous déjà entré dans un
salon de beauté dans un pays
arabe ? Croyez-moi, cela vaut
le détour.
Ton pastel, avec quelques
touches de noir, de grandes affiches
représentants de belles femmes
maquillées, parfois voilées, c’est le décor
très tendance de ce salon de beauté
situé à Alexandrie. « Si vous voulez,
nous pouvons vous rendre tout aussi
belle qu’elle, madame ! » me lance un
homme. Surprise par la réflexion, je
me retourne pour apercevoir le gérant
attablé à l’accueil. « Pour 200 pounds
(ndrl : environ 40 USD), nous vous offrons
soins du visage et soins des cheveux. »
continue t-il avec un grand sourire. Avec
un tel argument, et une telle offensive
commerciale, je ne tarde pas à céder à la
tentation.
Bienvenue dans l’antre de la beauté
égyptienne ! Après avoir traversée deux
portes, je me retrouve dans une salle
adjacente au salon de coiffure. Pas un
seul homme en vue. Autour de moi, des
femmes de tout âge, cigarette à la main,
discutent à bâtons rompus.
passe-passe avec le fil à sa bouche. Un
coup de peigne et de ciseau plus tard, elle
m’annonce fièrement avec un très grand
sourire, « Cette fois, nous avons fini. »
La gentillesse de la jeune femme me fait
oublier les petits picotements au visage
mais aussi tout mon temps passé ici. Une
chose est sûre, le service est des plus
sympathiques. Reste à savoir le résultat et
son coût.
Je m’avance vers le comptoir en ayant
une petite appréhension sur la facture vu
toutes les étapes que je viens de passer.
« Cela vous fera 200 pounds, madame.
J’espère que vous avez profité de ce
moment privilégié des femmes » plaisante
le gérant en me rendant mes lunettes.
Cette fois, je vais pouvoir le résultat.
Dehors, le ciel est sombre, un vent
frais souffle sur la place Mohamed
Naguib. Après 3 heures, je dois dire que
le gérant n’a pas menti, même sans
maquillage, je me sens aussi belle que
ces femmes placardées dans son salon de
beauté. TSM
[email protected]
HAVE YOUR SAY
Rwandatel…please
compensate your
customers for long
internet breakdowns
Two months ago, my business suffered
a lot because of the internet breakdown
of Rwandatel. From what we read in the
newspapers, the problem was caused
by the Seacom undersea cable and we
had no internet for more than 2 weeks.
When I went this morning to pay
my bills. I realized that the amount on
the bill was the same as with other
months with full connection. I really
do not understand why I should pay
when I had no internet for most of the
month. Rwandatel should rather look
for ways of compensating customers
for the losses we incur with such long
breakdowns.
When crises like these arise,
companies should learn to compensate.
I am really looking forward for a day
there will be a consumer’s association
that will help in protect us against these
types of ‘abuses’.
Thanks
A loyal customer
Customer Service outside Kigali
By Dalia Farag
Having lived in Rwanda for over two years now, I am ashamed to say that I have
only recently discovered what a great day trip Huye (previously known as Butare)
is. The king’s place in Nyanza (The Museum of Rwandan Ancient History) is only 30
min away, the museum of Huye (Institute of National Museums of Rwanda) just as
you enter the city and the tin factory down the road to Nyungwe Forest, all places
of great interest where we were greeted with professional, well presented, friendly,
multilingual and competent staff.
Moreover I was taken back by the charm of Ibis hotel/restaurant on the main
street in Huye with its spacious patio on looking the busy street and the beautiful
giant local masks hanging on its pillars. At lunch time we were happy to observe
the mix of local and expatriate crowd filling up the place with a nice atmosphere.
In addition we were delighted to see a clear menu with so many options to choose
from. We were again pleased to be served by a very nice waiter whose smile made
us feel really welcome. He was also very helpful and competent in helping us
choose a meal for our child companion. The service was relatively fast and the food
was very well presented and delicious. Our bill did take some time but we didn’t
mind much as we were enjoying our time on the patio. Quite reasonable prices and
clean restrooms were also a plus.
[email protected]
Quotes
If we don’t take care of our
customers, someone else will.
— Unknown
Although your customers won’t
love you if you give bad service,
your competitors will.
— Kate Zabriskie
Our current activities cover all provinces of Rwanda. In
additional to provision of armed and unarmed guard
services, cash in transit, event security, we sell and install
electronic security systems:
• Automatic gates
• CCTV services
• Electronic security fences
• Access control systems
• Home & office security services
• Automatic alarm systems
• Car tracking services
• IP access control and video surveillance system
• Wireless SMS interactive
• Metal detectors
We provide also Security consultancy and do provide a
24/24 armed rapid intervention backup to our esteemed
customers.
The alert guards and highly quality services are
linked/intengrated with a guard monitoring system.
Bagages Et Cargo ... Attente Infinie
Par Mafoya
J’avais des affaires à expédier par cargo du Rwanda vers l’Afrique Centrale et me suis donc adressé aux deux
compagnies qui desservent ma destination et qui sont présentes à Kigali à savoir Kenyan Airways Cargo et
Ethiopian Cargo. Je signale que je n’avais que trois jours pour organiser cette expédition.
J
’ai pu avoir les contacts des
responsables de ces deux
compagnies directement en
m’adressant à leur bureaux en ville et
m’en vais vous raconter mon aventure
…plutôt mésaventure avec ces deux
compagnies.
Jour 1
Pour Kenyan Airways Cargo, le
responsable que j’ai contacté par
téléphone le Jour 1 m’a succinctement
donné les informations générales sur le
fret et m’a orienté vers leur site internet
pour collecter leur adresse mail et leur
adresser ma requête par écrit. Je le fis
et sa réponse par mail m’est parvenu
le même Jour 1 avec tous les détails et
calcul pour le poids que j’avais demandé.
Ce même jour 1 j’ai essayé en vain de
joindre le responsable de Ethiopian Cargo,
et pour aller au plus vite, je décidais
d’aller sur leur site internet où j’ai pu
trouver une adresse mail pour Kigali.
Malheureusement, l’adresse affichée sur
le site étant erronée, je n’ai eu que des
retours d’échec de message. Rassurezvous, même les numéros de téléphone
trouvés sur leur site ne passaient pas non
plus.
Jour 2
J’ai insisté le Jour 2 avec Ethiopian
Cargo et ai finalement eu un Monsieur
au téléphone qui m’a informé que le
Cargo de Ethiopian était géré par SDV.
Il me donna leur numéro de téléphone
mais hélas, encore une fois, ce numéro
ne fonctionnait pas non plus. Il a fallu
m’y reprendre à plusieurs fois avant de
trouver le bon numéro de l’agent SDV qui
gère leur propre cargo.
Lorsque j’ai exprimé ma demande de
fret, l’agent m’a simplement demandé
de venir les voir avec toutes les affaires
que j’avais à expédier !!! Il m’a fallu
garder mon calme pour lui expliquer
que ce serait mieux d’avoir toutes les
informations nécessaires avant de me
décider. C’est alors qu’il chercha un
moment, toujours au téléphone, pour finir
par me répondre que les tarifs pour ma
destination ne figurent pas sur son listing
de prix. Je lui ai proposé de lui envoyer
un mail avec ma requête pour qu’il se
renseigne auprès d’Addis Abeba. Ce que
je fis l’après midi même du Jour 2 et mon
interlocuteur me promit une réponse
pour le Jour 3 à la première heure.
Malheureusement j’attends encore sa
réponse, au jour 5, où j’ai commencé par
écrire cet article……
Jour 3
Vous comprendrez donc qu’au Jour 3
j’ai directement été voir Kenyan Airways
Cargo pour expédier mon matériel,
malheureusement avec pour seul
comparatif la qualité de service, juste
au niveau information, de ces deux
compagnies.
Si seulement les sociétés de service
pouvaient se rendre compte des clients
qu’ils perdent tous les jours, juste pour
faute d’informations correctes ou de
manque de dynamisme et de réactivité de
leur personnel…
Votre personnel au niveau du
contact (accueil, standardiste, etc) est
franchement celui qui vous fait gagner ou
perdre des clients. Assurez-vous qu’ils
ont toutes les informations et sont en
mesure de donner un service prompt et
efficace.
Jour 12
Je décide d’envoyer un mail à Nairobi car
ni le départ ni l’arrivée n’ont pu localiser
mon matériel. Même le siège de KQ Cargo
n’a pas répondu, pour vous dire ...
Je décide de suivre avec le service KQ
à l’arrivée. Ce dernier n’arrêtait pas de
me donner de fausses dates.
Jour 26
KQ à l’arrivée me garantit que mon
matériel est sur le vol de ce jour et à ma
grande surprise seulement la moitié de
mon envoi est arrivée.
Jour 28
Enfin, je reçois la totalité de mon
matériel.
Un envoi qui était prévu ne prendre
que 5 jours a pris 23 jours.
Je vous laisse juger de la performance
de nos prestataires et le préjudice que
j’ai subi tout ce temps. Je devrais être
heureux, il parait, de les avoir tous reçus
[email protected]
Jour 7
KQ Cargo ne m’a toujours pas envoyé
mes documents de voyage pour faire le
suivi à l’arrivée. A ma demande, je les
reçois par mail et découvre que mon
matériel a embarqué le Jour 5 et
arrivent le Jour 7. « Super ! » me
suis-je dit. Je contacte donc KQ à
l’arrivée qui … n’a rien reçu !
PHOTO from GoogleImages
WHERE WE HAVE
BEEN
Good Customer Care
Accentutes the
Own a hotel?
Here is what excellent service means!
By Sandra Idossou
T
he first time I was in Dubai was six
years ago. I loved Dubai, I guess like
many women would, because of
its numerous shopping malls. When my
husband asked me to accompany him on
a business trip this year, I was more than
excited.
We booked a room at the Radisson
Dubai Creek Deira over the internet and
were impressed by the rate for a Deluxe
Room in a 5-star hotel only 10 minutes
drive from the airport. The Radisson Blue
Hotel was one of the first 5 star hotels
built in 1975 as an Intercontinental but is
very well maintained.
Although we arrived at the hotel at
2am, we felt important and special right
from the bell boys at the entrance. Checkin was fast. When the receptionist got to
know that we were in this hotel for the
first time, she took time to explain the
different services the hotel had to offer.
We stayed in the Royal Club Class on
the 8th Floor and this was an excellent
choice. The room was spacious and
luxurious with a comfortable bed and
linen. It had a private balcony overlooking
the pool and the Creek. Everything was
exclusively well designed.
The breakfast the next morning was
served on the club lounge on the 10th
floor with a fantastic view of the Dubai
Creek and the city. Breakfast was fabulous
The most impressive
thing about this
hotel is the Staff.
They are remarkably
professional and
warm. We felt
pampered by the staff
we were in contact
with.
and had everything you could possibly
want for breakfast including camel milk!
Afternoon tea and evening snacks and
drinks were complimentary to the Royal
Club room too
The hotel is located in the true heart of
Dubai with a beautiful view of the Creek. It
is within walking distance of the gold and
spice souqs, and other sites of interest
in Dubai. With the new Dubai Metro stop
about a block away across from the hotel,
traveling to Burj Khalifa, Burj al Arab and
the Mall of the Emirates was a breeze.
The most impressive thing about this
hotel is the Staff. They are remarkably
professional and warm. We felt pampered
by the staff we were in contact with,
courteous and helpful to make us as
comfortable as possible. Throughout the
4 nights stay, we felt very important ALL
the time. Even though the hotel is a busy
one; we never felt rushed.
The best part of this hotel is the variety
of restaurants available at the hotel.
There are about 10; a Persian, Italian,
Iranian, Japanese, Chinese etc… Each
time we ate in one of the restaurants; we
were impressed with the service and the
quality. Even though the prices were a bit
on the higher side; because of the kind
of service we received, we did not mind
paying.
The public spaces of the hotel were
big and luxuriously decorated, creating
a good feeling. The outdoor pool area
was first-class with a pool attendant
constantly checking if one needed
something. There were free newspapers
every morning, broadband and wifi in the
lobby. The sauna, steam bath and the gym
were all functional and so for the first two
days; I didn’t even need to go out of this
oasis to keep in touch with business back
home. For the first time in my life I felt
like staying indoors was better than going
out shopping and for two days I enjoyed
every service the hotel had to offer.
The staff was always helpful and
very courteous even though most of
them were foreigners. I think there were
approximately 20 different nationalities
all working together for the satisfaction
of customers. I wonder how the
management trained them all to become
so friendly and professional. Service was
unbelievably excellent. The entire staff
made our Dubai experience brilliant and
unforgettable.
It was a most memorable experience
not just because of the facility but the
staff made it even more. Would I stay here
again the next time I come to Dubai? Yes,
most definitely. And I recommend it to
everyone – excellent service, excellent
value for money indeed!
[email protected]
5,000 COPIES
3 LANGUAGES...
ALSO AVAILABLE ONLINE
BOOK YOUR AD SPACE NOW
+250 788 781 562
+250 785 161 834
[email protected]
WHERE WE HAVE
BEEN
Surprise, Stress et
Panique à l`Aéroport
PHOTO by Adam Scotti
Par Ezrah RANJATO
A
près cinq heures de vol, fatiguée,
en manque de sommeil, j’atterrie
enfin à Kigali. Premières minutes
au Rwanda et déjà trois mots me viennent
à l’esprit : surprise, stress et panique.
On est vendredi après-midi lorsque
j’arrive à l’aéroport de Kigali. Coiffée de
mon chapeau de paille et encombrée
de mon gros sac, j’entre dans le hall
d’arrivée et là ... surprise ou plutôt la gifle
que je me prends. Car rien ne m’avait
présagée d’un tel choc. L’endroit est très
ordonné, calme et propre. Il faut croire
qu’entre Madagascar et le Rwanda, à part
le décalage horaire, il y a aussi l’écart de
développement. Tout autour, le personnel
de l’aéroport veille au grain, le visage
sérieux.
S’en suit une longue queue au bureau
de l’immigration. 30 minutes plus tard,
je reçois enfin un premier sourire suivi
d’un « Bienvenue au Rwanda » de la
part de l’agent de l’immigration. Avec un
grand sourire, il a même la gentillesse de
m’indiquer le chemin pour descendre et
récupérer ma valise.
Devant les dizaines de valises qui
défilent, point de valise rouge en vue,
en l’occurrence la mienne. Le stress
commence à monter et au bout de 20
minutes d’attente, je panique et m’énerve
contre le service de l’aéroport. Comment
ont-ils pu perdre mes bagages ? Sans
broncher, un agent m’observe comme
si j’étais en faute d’être dans cet état. Et
dans un calme impérieux, il me montre le
bureau chargé des bagages.
Installée dans le bureau des bagages
perdus, j’arrive à peine à parler, d’abord
à cause de l’inquiétude et surtout à
cause de mon bas niveau en anglais.
Fort heureusement, la dame est
compréhensive et m’offre un verre d’eau
pour me calmer tout en m’expliquant le
comment du pourquoi. Finalement, au
bout de 30 autres minutes, on réussit à
se comprendre. Et le soir même, j’ai pu
récupérer ma valise.
En tout cas, je peux dire que ces
quelques heures passées à l’aéroport ont
changé ma vision sur le Rwanda et m’ont
donnée un avant-goût de ce que j’allais
découvrir pendant mon séjour à Kigali.
[email protected]
My ordeal with a Bus
Driver
By Nax Rukatsi
I just love traveling… And the fact that I
am now a paraplegic hasn’t stopped me
from doing it whenever I get the chance.
I must say that until some months ago, I
never even used to think twice about it. I
don’t have the use of my legs, so what?
Just the other day I decided to go
to Uganda. It takes a maximum of 10
hours form Kigali to Kampala by bus,
depending on how much time you spend
at the border. All I had to do was make
sure I got someone to help me with the
passport stamping once we get there.
Everything went on smoothly until we got
back to Kigali.
Before getting to Kigali, I called some
people to pick me up. Unfortunately, for
the first time, they were stuck in traffic.
After everyone left the bus, the bus driver
turned to me and angrily asked what I
was still doing on his bus. I was shocked!
I tried to explain to him that my ride was
running late but he just exploded. He
said that was the very reason he didn’t
like taking people like me on his bus. We
always caused trouble one way or the
other. He said he didn’t care how I got off
just as long as I got off his bus.
He asked the guy who was offloading
to take my things out of his bus because
he wanted to go to Kinamba. I just stared
at him because I was so shocked by
his curses and insults. He then started
the engine and drove off leaving my
belongings in the middle of the parking
lot.
When we got to Kinamba, he took
his things and got off the bus. When the
cleaners asked him if they should wait
for me to get off he said that wasn’t
their problem, they should just do their
job. Before I knew, soapy water was
flooding from everywhere and my feet
were soaked! At that time I didn’t know
whether to cry or scream. I just sat there
feeling hopeless and humiliated.
Life indoors is no life for a human
being. Think about it… people living with
disabilities are people too and part of our
society. Treat them the way you would
want someone to treat you if you were in
their shoes. After all, they are also your
customers and deserve good treatment.
[email protected]
Service Delivered
SERVICES
TIME FRAME*
COST**
Single entry visa (15-days)
3 - 20 minutes
US$60
Visitor’s Visa (VVO)
2 working days
25,000
Extended Visitor’s Visa (VVP)
2 working days
25,000
Ordinary Work Visa / Permit (VTO)
3 working days
50,000
Extended Work Visa / Permit (VTP)
3 working days
50,000
Religious & Student Visas
3 working days
50,000
Diplomatic Visa
2 hours
Free
Service Visa
1 working day
Free
Permanent Visa
3 working days
200,000
Resident & Work Visa / Permit
4 working days
50,000
Extended Resident Visa
3 working days
50,000
Foreigner Identity Card
2 working days
5,000
Temporary Resident Permit (for Refugees) 7 working days
Free
Exit Permit (for Refugees)
5 working days
Free
Emergency Travel Document (Foreigners) 2 working days
50,000
NATIONALITY
Application
3 months
5,000
Certificate of Nationality for naturalisation 3 months
100,000
Certificate for a Foreigner born on Rwandan
territory
3 months
20,000
Certificate for a foreigner married to a
Rwandan
3 months
20,000
NGO REGISTRATION
Registration Certificate for International NGOs 7 working days
Free
(INGOs)
* Time frame considered is after submitting all the required documents
** Prices in Rwandan Francs unless otherwise indicated
Working Hours: Submission 07.00 - 12.00
Collection 13.00 - 17.00
We value your opinions and views
please call +250 788 152 222
or write to [email protected]
PICTORIAL
Entre Ciel et Terre
Par Diana RAMAROHETRA
Pour ceux qui se plaignent du calme de Kigali, juillet
et août leur ont prouvé que la Capitale des Mille
Collines avait plus d’un événement dans son sac.
Focus sur quelques uns.
7ème FESPAD, 24 au 31 Juillet
Quand 11 pays venus du monde entier rivalisent de talent dans leurs plus beaux
atours traditionnels, cela donne une magie de couleurs et d’émotions. Le tout
rehaussée par des artistes de renom tels que D’Banj, Chameleone, Lauryn Hill,
Mike-E. (Photos Gael R. Vande Weghe)
Vous aussi faites partie de notre prochain “Pictorial”.
Faites-nous part de vos nouveautés sur:
[email protected]
Plus de service avec Ecobank
Encore une fois, la plus grande banque panafricaine, Ecobank
innove avec son nouveau service « Rapid Transfer ». Un moyen
rapide, pratique et fiable pour envoyer de l’argent à travers son
réseau regroupant plus de 750 agences présentes dans 30 pays.
Un service qui ouvre encore plus l’horizon financier du continent en
général et du Rwanda en particulier. (Photos Ecobank)
De nouvelles ailes chez RwandAir
Il était attendu avec impatience. Son fuselage
parfait frappé de bleu et jaune n’est guère passé
inaperçu à l’aéroport de Kigali. Il, c’est le nouveau
boeing 737-500 de la compagnie aérienne RwandAir.
Accueilli en grandes pompes, le 9XR-WE desservira
Kigali-Mombasa-Dubai à partir du 1er octobre 2010
En attendant le prochain embarquement, on vous
souhaite un bon vol et au prochain numéro de The
Service Mag. (Photos RwandAir)
Sha ndabyibushye
kuri iyi foto rwose
yikureho hataragira
uyibona
Ndashaka...
bureste gato
cheri, har’umuntu
unshaka hano
Diregiteri
arahar...
!
wimvugiramo,
shaka aho wicara
ndangize kuvuga
ariko uri muzima
cyangwa?
Iyo ntebe wicayeho
ntago ari nzima
N’iki ko numvise
induru ?
Habaye akabazo
k’intebe patro
Nyuma ho gato...
Hey! John
wahageze
mbese!
!
Niteguye
gutangira
rwose
Uyu mugabo mubona yitwa John,
kuva uno munsi niwe uhagarariye
ishami rishinzwe abakozi, mubyo
azaba ashinzwe harimo kugenzura
customer care mu kigo cyacu.

ben kalkman - The ServiceMag

Transcription

Documents pareils

Philadelphia Vireo in West Virginia

Nathalie Peigney, September 2016 Since the start of my career, it

Complete the following sentences in French by translating 2

Le Devoir pour le premier mars

surfboard - Villard de Lans

Chapter 9, vocabulary 3 Linking words Cars

Les Techniques de l`Entrevue Canadienne Techniques for the

Exercising Outdoors

resume - Global Health Promotion

Untitled - underconstruction.cz