CUSTOMER CARE: The hospitality Queens of Gisenyi

The above “Hospitality Queens of Gisenyi” have all proven that with their daily effort, determination, hard work, good taste and perseverance, good customer service can be achieved in Rwanda. With my family members two weeks ago, we decided to try the small hotels on the shores of Lake Kivu in Gisenyi. For this family reunion, Gisenyi was the perfect destination because of its beauty and tranquility. What an unforgettable experience this stay turned out to be! We experienced exceptional customer service at the Paradis Malahide Hotel. We therefore cancelled the rest of our program in touring that region to prolong our stay in this “paradise”. We also discovered two other magnificent hotels located in the same village as Paradis Malahide. This area of Gisenyi called Rubona is best suited to those who want to get away and enjoy the quiet atmosphere by the lake. Even though it is a bit difficult to get there, it’s worth the journey. I was extremely happy and proud to hear that these three beautiful hotels were managed by exceptional women struggling each day to maintain quality of their products and services. As we talk a lot these days about customer service in Rwanda, seeing the level of service in these three resorts far from Kigali was a real motivation for the trainer I am. These are: Paradis Malahide, La Bella Resort, Yvke-beach-resort, all located in Gisenyi. The above places have made tremendous progress in delivering quality services in the country. Customer Service evokes different interpretations and connotations to different people. But as customers, most of us base our first judgment on the attitudes and behaviours of the service people we meet and also on the quality of the product itself. The above “Hospitality Queens of Gisenyi” have all proven that with their daily effort, determination, hard work, good taste and perseverance good customer service can be achieved in Rwanda. Decide today to offer good products and inculcate the “right” attitude in your front-line staff for your own benefit and for the good reputation of Rwanda. The author is a customer service consultant working in Rwanda. www.sheiconsulting.comsandra.idosou@sheiconsulting.com