Editor,

I visited Rwanda last year for the first time in over a decade and I was appalled by the lack of customer service in virtually everything. My sister and I went to one of the renowned hotel in Kigali for a drink and we found a table near the swimming pool and we waited for a good 15-20 minutes and we watched waiters walk by without so much as a "hi” for the entire time.

I had to get up and walked over and asked them if they didn’t see us. They profusely apologised but then didn’t do anything about it for another 10 minutes. I actually had to speak my mind and as embarrassing as it is, I had to do it in English just so they think that we were foreigners.

So something needs to be done because Rwandans are a polite people and I don’t understand how something this basic seems to be such a big deal to them. 

Shabaka, TorontoOntario, Canada

Reaction to Dawnn Anderson’s commentary, "Customer Service in Kigali: A work in progress”, (The New Times, May 20)