For the past three weeks, we have been doing an interesting series on the best and worst service experiences we had in 2010. It’s now my turn to share with you my best experiences. I must admit here that this has been a difficult exercise choosing which ones to write on. Your columnist has had great experiences and here below are the top five people and places that have really "wowed” me.

1.  Paradis Malahide Hotel Gisenyi

I love travelling and have been privileged to stay in different types of hotels from the most expensive town to the least. But in Rwanda, this small lakeside resort at Rubona (6km from Gisenyi) has made me feel like a princess. The combination of the African decoration, the beautiful scenery around the lake, the ever-present smile of Odette, the owner of the place and the attentive staff have all made this place a unique and great hideaway. The staff was at our car when we arrived to welcome us and again to bid us farewell on our departure.

2.  The bar of the Serena Hotel Kigali

There is one and simple reason why your columnist loves going to the bar here. It is the only place in Kigali where employees can remember customers’ names and actually call each person by name. I still do not know how they manage to remember everyone’s name.  For me, this little detail makes the difference. Most of the staff here are professional, kind and truly care about guests.

3.   Emmanuel Rutebuka at Ecobank

People need different skills when they are working in the customer service industry and Emmanuel is without doubt a great customer service person in this bank because of his empathetic and responsiveness qualities.

He knows how to show a customer that he wants to be there and is happy to help in any way he can. The last time I had an issue with a transfer I had done for Nairobi, he took it upon himself to consistently call his colleagues in Kenya to solve the issue. I really can’t commend Emmanuel highly enough – he is truly the best I’ve ever met as he knows exactly how to make up for complaints and always assist customers with such friendly and personal service.

4.  My tomatoes seller at the Kimironko market

Christine Bazarama, is the best tomatoes seller in Rwanda (in my opinion) and one out of a million. Whenever she sees me, she welcomes me with such a great smile that, even if we do not understand each other because of the language barrier, I always know she is happy I have come to buy from her. I’ve had the most awesome customer service experience with this lady as she knows how to appreciate my patronage.

5.  Shokola Restaurant

When was the last time you were treated like a king or queen? Well, this happens to me every time I go to the Shokola restaurant.  This is the only restaurant in Rwanda where all the employees (I mean all of them) speak English and are able take time to understand the customer’s needs. Their first priority is often to ensure that they understand what the customer wants.

The employees here are very knowledgeable about their menus and are humble enough to say it when things are unclear to them (this is quite uncommon in Rwanda).
What about you? I am sure you also got in 2010 a customer service experience above or below what you expected. Do write to me that experience that stands out in your memory.

The author is a customer service consultant and the Publisher of The ServiceMag

Contact: sandraidossou@yahoo.fr