Customer Service in Kigali: A work in progress

Last Sunday afternoon my coworker and I decided to have brunch at a restaurant in the vicinity of Kisimenti after church. We hopped on a bus from Kacyiru to Kisementi enjoying girl talk and the pleasant weather. My friend suggested that we eat at this particular restaurant because the low prices matched our budgets and for the great food selection. However, the quality of customer service there left a lot to be desired. After pacing throughout the restaurant searching for a seat, we spotted a small table outside. As we made our way to the table I realised there was only one seat available. After my prolonged search for a second chair the cashier said, “You come and sit in here there are no more seats,” she said. I was appalled that she watched us search aimlessly for a seat without helping us. An employer should never exacerbate a matter, especially on purpose. Not only is it not good for the business, it is just outright rude.I am no expert when it comes to hospitality and management services but I am confident that positivity goes a long way.To the owners: remember customers enter your establishment in all sorts of moods. It is not only your job to take their order but also make them feel at ease. This is the first step to top-notch customer service. Positivity is key. It is okay to smile. And remember that phrases like “Never” or That’s not possible” should never be in a waiter’s vocabulary.Make sure you are equipped to deal with complaints in a positive manner and, if, not be willing to forward customers to someone who is. Quality service means taking the extra step to ensure that your client is content and satisfied. Periodically checking in, confirming one’s order, bringing extra napkins to the table: all goes a long way. In another instance, I found that language barrier may further complicate matters, especially when the service provider is not candid about it. Being too polite may actually aggravate certain matters. One morning I was running late for work and decided to take a cab to my internship. After explaining to the driver where I wanted to go, with my basic level Kinyarwanda, I asked if he understood before leaving for our final destination. He responded “sawa” indicating it was okay and we could leave. Shortly after we found ourselves on a dirt road in the middle of nowhere. I was frustrated because he didn’t understand me and shared that he did. Here in Rwanda many will share that they understand you cognizant of the fact that this is untrue. I believe it may be because he didn’t want to be impolite or because he wanted to secure a customer for his morning shift. In addition, true customer service diminishes the idea that customers are mere dollar signs.To provide quality service, effective communication is key. In this instance there is no such thing as being too polite.As the customer, we have the responsibility of sharing when we are not happy rather than keeping our complaints to ourselves. Conversely, it is okay to share when businesses are doing well. Positive feedback also goes a long way. My perspectives stem from an American context but are directly geared to Rwandan natives. The idea of customer service is not an idea reserved for Americans and other foreigners. My friend shared Rwandans are expected to wait patiently and anxiously for improvements in hospitality and management services. This should not be the case. Past efforts of the Rwandan Development Board include nationwide sensitiSation campaigns to improve customer care in Rwanda. Another possible way to encourage more positive and thriving businesses is to initiate mentoring programmes where struggling business owners can team up with successful business partners who have exemplary customer care. This idea has manifested itself into the realm of reality television in the US with shows like Ramsay’s Kitchen Nightmares, featuring British celebrity chef Gordon Ramsay. It should be understood that the customer should always come first. Quality service is vital to the success and longevity of one’s business. Both matters spur positive business, helps to build clientele, and keeps customers happy. Dawnn Anderson is an intern at The New Times and a student attending Spelman College in Georgia, U.S.A.