Editor,

Rwanda has developed very fast almost in all sectors, but I am yet to be totally convinced of the level of our customer care. The tables have shifted and incompetence in customer service is an unforgivable sin that will lead to a company’s failure.

With the large number of firms competing for customers in the country today, a focus on responsiveness, quality and value are leading factors for survival. Incompetence of many firms, for instance, five years ago, was easily forgiven by market conditions and demand that was so great that it allowed many of these firms to grow. The opposite applies today, and incompetence and poor customer service is punished now, since consumers have more choices today than in past years. Every firm must be at their very best in order to survive.

I nonetheless would like to thank the media which have time and again reminded Rwandans to improve customer care.

Eugene Mukama

Nyamata