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200 Trade Fair Exhibitors to be trained in Customer care
Kigali- As part of the ongoing national customer care campaign entitled Na Yombi, the Rwanda Development Board in collaboration with the Rwanda Private Sector Federation is conducting a customer care training for 200 exhibitors of the 15th Rwanda International Trade Fair at Telecom House.
The training which began on July 30th to August 6th August will focus on effective communication skills, service mentality, proactive customer service and positive mental attitude and mindset, all of which are basics an organization needs to achieve service excellence.
‘How many times have you ordered a meal only to be told: “Let me check with the kitchen” and the waiter is gone for the next 30 minutes? When was the last time you walked in an office or a shop and the attendees continue chatting like they can barely see you. Not only will an unhappy client not return, but they are going to tell their friends which can eventually lead to losses in business. Unfortunately, these are typical and all too common examples, among many,’ RDB’s manager in charge of customer care Yves Ngenzi said.
The exhibition, which is said to have attracted about 500 small and medium enterprises from different countries and more than 230,000 visitors, is one of the avenues through which some of the issues of poor customer care will addressed. Representing RDB at the press conference, the Head of Department for Agriculture Development Tony Nsanganira said that: “This training is designed to equip trainers with knowledge and skills to address the root causes of poor or indifferent customer service, which will in turn make our local businesses more competitive on the global scene.”
At the end of the training, trainees are expected to put to use the acquired skills so that these are transmitted to as many of their colleagues as possible and that best practices in customer care are disseminated as widely as possible. In addition, awards will be given to exhibitors who best manifested good customer service based on visitors’ daily votes.
Notes to the editor
The national customer care initiative began in 2009. It is aimed at raising consumer awareness on the levels of service delivery they should expect. It is also aimed at raising awareness of the importance of customer care to service providers and users in order for them to become more competitive globally. Last month, 40 trainers were trained in the use of a training manual on the three main pillars lacking for excellent customer care in Rwanda namely; timeliness, communication and problem solving. So far about 18,000 have been trained in customer care and service delievery in the financial, transport and hospitality sectors.
For more information, please contact firstname.lastname@example.org
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