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ISSUE 28: DEC 2016 - FEB 2017

LL Y NEED OU NEED T KNOW O KN OW O IMPR O VE Y OUR SER VICE ALL AYOU TO TOTIMPROVE YOUR SERVICES

FREE COP Y

A LOOK INTO BANK OF KIGALI’S 50 YEARS

FIND US ONLINE SCAN TO VISIT OUR WEBSITE

UJYE USHIMIRA KU BYO BAKWERETSE KO BITAGENDA

REMARKABLE RWANDA SOARING FOR HEIGHTS, AN OVERVIEW OF TOURISM IN 2016

QU’EST-CE QU’UNE BONNE QUALITÉ DE SERVICE ?

FOCUS: The Banking Sector inTheRwanda SERVICEMAG Dec 2016 - Feb 2017

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The SERVICEMAG Dec 2016 - Feb 2017 3

PUBLISHER'S NOTE

Believe and you will Achieve!

recently read the story of Prof Haben Girma, an internationally acclaimed accessibility leader and the first Deaf-Blind Student to graduate from Harvard Law School. She is now working as attorney at Disability Rights Advocates and earned recognition as a White House “Champion of Change”, Forbes 30 under 30 leader, and BBC Women of Africa Hero. Her message to the disabled is this; “You have the power to influence your future. Keep learning, keep developing new ways to engage with the world, and keep believing that you have talents to share with the world.” December is already here and as usual, time to review the year and plan for next year. It is also at this time that we usually blame circumstances for not reaching our goals. Rather than blaming circumstances and other people, it is important to acknowledge our shortcomings, plan and correct them. While some like Haben Girma will go beyond their disability, many, without any form of disability, will look for excuses. It is said that a goal or wish without a plan is just a simple wish. As tomorrow is already gone, plan correctly for next year and give yourself the tools that will help you reach your targets.

happy to feature Bank of Kigali’s 50th anniversary. What a milestone! We wish the management, staff and customers joyful celebrations.

CEO / PUBLISHER: Sandra Idossou sidossou@theservicemag.com ENGLISH EDITOR: Aryantungyisa Otiti aryantu@theservicemag.com KINYARWANDA EDITOR:Gaspard Habarurema gaspardhabarurema@gmail.com

In this 21st century, the banking sector has grown and changed and customers are often more concerned with banking efficiency than the usual in-branch experiences. Online banking tools, including the ability to move money between accounts and to pay bills online, are examples. Cashless economy, ATMs and mobile banking are additional options banks often have to provide to customers looking for efficient and dynamic services.

DESIGN, LAYOUT & PHOTOGRAPHY: Lange technologiez www.langetechnologiez.com Tel: +250 789 720 480

As we analyse the banking sector in Rwanda in this special focus, we will also like to thank the banks that have supported this production. As you may be aware, without these partners, our magazine will simply die since it has no other source of revenue.

CONTRIBUTORS: Sandra Idossou, Jean-Pierre Lauzier, John Bosco Nyemazi, Diana Ramarohetra, Efua Hagan,Pachna Pande, George katureebe,Strive Masiyiwa Edwin Sabuhoro, Olga Sanvee, Derek Bbanga, Peter Tumwebaze, Christian Salifou, Rwakiseta Herbert

Let me also thank all our readers who constantly support us in our low and high moments and have encouraged us to keep the magazine running. Wishing you all a beautiful Christmas season and a wonderful 2017. Believe you can and make 2017 an enriching and exciting year!

Our individual willpower and attitude will determine our success because we all have the capacity to go beyond our limitations, our challenges, our misfortunes, our limitations. Look within yourself and find the courage and strength to believe you can do whatever you plan to do. You have what it takes. Do not belittle your talents and capacity. As we end 2016, we are extremely 4 The SERVICEMAG Dec 2016 - Feb 2017

FRENCH EDITOR: Diana Ramarohetra diana@theservicemag.com MARKETING CONSULTANTS Bea Umwiza: bumwiza5@yahoo.fr +250 788 304 226 Eva Gara: evagara@yahoo.com +250 782 029 803

THE FOLLOWING ORGANIZATIONS SUPPORTED US IN PRODUCING THIS ISSUE: Rwanda Development Board,Bank of Kigali, Ecobank GTBank,RSwitch, Aflink MTN Rwanda, I&M Bank, Akagera Aviation Akagera Business Group Grofin, Hotel des Milles collines, CIMERWA DISCLAIMER: The opinions, articles and photos in The Servicemag & The Servicemag On-line do not necessarily reflect those of the editor, publishers or their agents. While every care is taken to ensure the accuracy in prepar- ing this magazine, The ServiceMag assumes no responsibility in effects risen there from and cannot accept responsibility for accidental loss of errors in articles and pictures. KNOWLEDGE IS POWER The ServiceMag Rwanda Tel: +250 788 781 562 email: info@theservicemag.com advert@theservicemag.com www.theservicemag.com

Contents S

E C

F O

THE BANKING SECTOR A Look Into BANK OF KIGALI’S 50 years 22 RSwitch at the heart of Rwanda’s financial 28 inclusion GTBank : interview with the MD 34 Setting trends in best customer service in Rwand, an inerview with I&M Bank’s Managing Director ROBIN Bairstow

Business skills to grow your business

La vente vue sous un autre angle

Leadership that impacts Subordinate and process Performance

When you visit Kenya Eight must-dos

08 18

10 50

Women, soft skills And getting ahead

Remarkable Rwanda soaring for heights, an overview of tourism in 2016

Transforming Provider-patient relationships

48 The art of balance

58 The SERVICEMAG Dec 2016 - Feb 2017 5

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LETTERS

Dear SERVICE MAG TEAM, I really like your magazine. The content in every subsequent issue is very challenging. I enjoyed reading the HOSPITALITY FOCUS where I saw different hotels in our country. Keep up the good work.

THEOGENE

Je m’appelle KENDRA, je suis étudiante à l’université. Je suis tout simplement amoureuse de votre magazine. Il a été une inspiration dans certaines des matières que j’étudie. J’aime surtout l’initiative que vous avez pris de célébrer la SEMAINE DE SERVICE EN OCTOBRE, et surtout très triste que vous n’aviez pas pu le faire cette année. KENDRA

Unique magazine au Rwanda qui parle du service Je suis chaque fois émue quand je vois une nouvelle édition. Cela me fait chaud au cœur. Tous les articles publiés m’ont beaucoup aidé dans mon commerce. Je vous souhaite de produire plus d’éditions.

Ikinyamakuru cyanyu turagikunda,kitugezaho inkuru nziza zitwigisha uburyi bwo kwakira abakiriya bacu. Mukomereze aho kandi mujye mugerageza gushyiramo inkuru z’abantu bo hasi baciriritse kuko hari abantu bumvako ari icy’abakire gusa

COURAGE !!!! JOB

The ServiceMag is playing an important role in building a successful business sector focusing on excellent service delivery. I wish you the best. JONATHAN

6 The SERVICEMAG Dec 2016 - Feb 2017

JEAN-PIERRE

Please submit your comments and suggestions Ese mwakunze inyandiko tubagezaho? turabasaba ngo muduhe ibitekerezo kuri editor@theservicemag.com

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The SERVICEMAG Dec 2016 - Feb 2017 7

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BUSINESS SKILLS TO GROW YOUR BUSINESS By Strive Masiyiwa

The most important skill in business is the ability to read; the second is the ability to count (work in numbers) and the third is the ability to sell. Every entrepreneur must be a good salesperson.

hen I was about eight years old, my mother gave me a packet of sweets to take to school. I sold them over the lunch break. From the profits, I bought my own sweets and sold them to my friends. Before long I had a little business. Many people dream of getting into business, but they think it’s beneath them to be seen trying to sell something. Whatever it is you’re trying to do, whether it’s a product or a service, you must know how to sell. There’s an old adage amongst military planners which goes, “A battle plan is only as good as your first contact with the enemy.” In business we say, “A business plan is only as good as your ability to sell to a customer.” The ability to sell is a skill you need, 8 The SERVICEMAG Dec 2016 - Feb 2017

beyond selling something to a customer. It includes “making a proper pitch” to investors and bankers. It also includes “selling your vision” to potential and current employers, and partners. However, you need to note that no matter how good you are in sales, if the product or service is bad, you will not last. There is more to sales and marketing than simply putting an advert in a newspaper or on social media. Sales and marketing is a professional discipline just like engineering or accounting. You must be conscious of the need to acquire some deeper academic understanding of this subject if you want to run a successful business or be a top executive. Accounting, finance, economics, sales and marketing: These are the bedrock for any

entrepreneur, irrespective of your choice of business. You might be a farmer, or a doctor planning to set up clinics. Maybe you’re in real estate, or retail. It doesn’t matter. These are foundational skills. Take economics, for example: What does economics have to do with your life? Everything! The role of the government in your economy, private markets, consumer choice, production decisions, market structures, monetary and fiscal policies, unemployment, inflation, international trade and exchange rates… These are not just academic topics for professors. They impact you and your life, one way or another, every single day. A young real estate agent was showing a couple around a house. “Why don’t we start in the main lounge,”

he said. As soon as they entered the room, the woman exclaimed in delight, “I really love this room! Wow, it’s amazing!” “Let’s buy this house,” the woman said to her husband. “This is what I’m looking for!” Excited, the young agent said, “Come, I’ll show you the rest of the house.” Then he added, “I have houses even better than this to show you!” He hurried them to see the rest of the house. After that he drove them to see some other houses, and encouraged them to call him the next day. They didn’t call him, and he did not get the sale. Explaining his disappointment to an older more experienced sales agent, he was totally surprised when the other man laughed at him: “You should have closed the deal on the first house. When she said ‘I love this room,’ that’s the point where you start working to close a deal!” Many people just don’t know how to close a sale. You must know when you have made a sale, and move quickly to close the deal. Tomorrow it may not be there. There are always things that can happen that can completely change the trajectory of a deal. A good salesperson knows when to seize the moment, and move to close. When I launched my first business in 1986, I didn’t really know that much about marketing. I first learnt to “sell” when I was only eight years old selling sweets to my school friends. People bought from me because they knew me and, of course, I was selling something I knew that they wanted. It’s possible to run a very successful business short-term, even if you don’t know anything about marketing. You can sell, sell, and sell. However if you want to run a really profitable business,

you must understand the importance of marketing, which involves many steps. Sales and marketing are not the same thing, but they go hand in hand. Advertising and marketing are not the same thing; advertising is simply one of the tools we use in marketing. In the end, the most valuable part of your business must be its brand. It is important to develop a brand. A brand is not just a cool logo. It is a promise, an identity, a vision, even a mission that goes beyond the product or service to be sold. Think of the message communicated by Nike’s “Just do it.” No mention of sports gear at all! What do you think they mean by “Just do it”? But it’s not the “Swoosh” visual symbol alone that’s important or the Apple logo. Branding goes beyond the graphic image. Although admirable in simplicity, and amongst the most powerful brands on earth, if Nike or Apple made bad shoes or computers, it wouldn’t matter how memorable their logos are. A brand has to do with perceived values and building trust. Walt Disney has produced family films for decades. The company was a pioneer of innovation in entertainment. What Disney wanted was to “create happiness through magical experiences.” Not “create films,” but create happiness! Bringing a brand like Disney’s to life over the years is not easy. It means continually listening, to understand what your customers really care about. It means consistent delivery of value and quality, true to the brand you’ve created. It means keeping your promises as a person and a company. When I first got started, I sure knew how to sell, but I didn’t know how to market. I must have been in business for about five years when I first really got into marketing. It happened during a particularly difficult time in our economy, when things were really down and business wasn’t really moving. A friend said to me, ‘there is a huge difference between advertising and marketing, and you will not get very far

in developing your business, if you don’t learn the importance marketing plays in a successful business. Right now, you think all you must do is go out and sell, or bid for tenders. If you want to build a really big business, you must really evaluate what your understanding of marketing is all about.’ I had to learn more about marketing to grow in business. The author is the Founder of ECONET www.econet.com

OVERALL, YOUR MARKETING PLAN SHOULD AT LEAST DISCUSS THE BASICS: Your target market: Who and where are your customers… past, present and future? Be precise. Your customers: What matters to them most? Price, quality, prestige, etc.? Your competitors: Who are they, and why are your products better/different? Remember the role of perception. Sales strategy: What’s the best way to reach out to different customers in your specific target market? Who do your customers trust? Advertising: Can you tell the difference between sales, advertising and marketing? Customer support: Listening is so important. The value of your brand depends on it! Get the skills you need to grow your business. The SERVICEMAG Dec 2016 - Feb 2017 9

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LEADERSHIP that Impacts SUBORDINATE AND PROCESS PERFORMANCE By John Bosco Nyemazi

Every organisation comes into existence with a specific vision, mission and objective to achieve particular goals. To achieve good results, the organization needs to have good processes, good employees and effective leadership and management.

rocess performance is measured by how effectively and efficiently the workforce uses the processes as they were designed. To impact process performance by reducing variation in how people use processes, leaders need to consider these questions: a) Are people using the processes the way they were designed? b) Is everyone proficient in the use of the processes as designed? c) Are there clearly defined expectations to which the users are held accountable? The more variation in how processes are 10 The SERVICEMAG Dec 2016 - Feb 2017

followed, the less effective performance will be. The role of leadership in this situation is to reduce variation in process performance by ensuring their people know what to do, how to do it and they are held accountable for doing it. In terms of reliability excellence, the result of process performance is measured by overall equipment effectiveness. Competence and commitment are situational. Clear expectations and accountability hold true regardless of the situation. As tasks or situations change

for people, so does their ability and desire to accomplish the task. Too often leaders assume people have the ability and desire to do something, such as following a new set of processes and procedures with zero variation, simply because it is the right thing to do. This assumption often leads to wide variation in behavior and process performance. The leadership role is to get the right people with the right attitudes on the tasks, and provide training so that they have the knowledge and ability to do them and above all, allow them to be innovative and creative

to come up with solutions that add value to the processes. Situational leadership requires identifying each individual’s competence level and commitment to the task at hand and adapting leadership style to meet his or her needs, helping them achieve their goals and the goals of the organization. If a leader takes a directive style with someone who is fully capable and committed, the effect is frustration and demotivation from being micro-managed. If a leader delegates to someone who needs direction and guidance, the result can be just as frustrating and de-motivating. In either case, we end up with poor performance. A good leader analyzes the needs of the situation they are dealing with, and then adopts the most appropriate leadership style because employees should be treated differently from robotic machines in manufacturing industry. We know employees are competent when the results of their work meet the desired expectations. In this case, the appropriate leadership style is “delegating” or “supporting.” On the other hand, if the results are not meeting expectations, the leadership style should be “directing” or “coaching.” The difference between the four styles is the level of competence and motivation of the individual.

By clearly defining expectations for performance, a leader can determine an individual’s competency. Individuals tend to act to the lowest acceptable level of performance. In order to get people moving to a higher level of performance, set higher goals and hold individuals accountable. The most effective method for doing this is to regularly provide information on the project status and progress towards milestone achievements. In the case of process performance, we find wide variation when people do not want to follow the processes, don’t know how to follow them, and are not held accountable to follow them. When there is variation in process performance, the leader should first identify if the reason is due to lack of ability, lack of desire, unclear expectations and accountability or any combination of the three. After the diagnosis, comes the prescription. The leader adapts his or her style to meet the unmet needs of ability, desire, and clear expectations, and monitors results. Remember, monitor results, diagnose and adapt your leadership accordingly, and be patient – change takes time! Process performance is the pay-off; leadership is the lever. bnyemazi@yahoo.com

May this wonderful time of the year touch your heart in a special way. Wishing you much happiness today and throughout the New Year

Knowledge is Power

The SERVICEMAG Dec 2016 - Feb 2017

WOMEN,

Soft Skills And Getting Ahead By Derek Bbanga Sheryl Sandberg the Chief Operating Officer of Facebook in her celebrated book Lean In: Women, Work and the Will to Lead, talks about how women are unintentionally holding themselves back in their careers. The difference in activities, dress and behaviour between men and women has dramatically changed since women became a crucial part of the workforce across Africa.

owever they’re still some distinct differences between the gender and women should capitalise on those differences in the workplace. For instance, women listen better, they are generally more understanding, try to see all points of view, and they tend to ponder more carefully before making business decisions. Women are much more sympathetic as managers, not wanting to deliberately put anyone down, and the natural female style of more supportive administration is proving successful as well as popular. So what more do women need? Assertiveness. Assertiveness means standing up for, and stating your own opinions and beliefs without putting down anybody else’s. Assertiveness will help women become more confident. Women have to be assertive in the work place especially when dealing with men. Most men need to be told straight, they do not read between the lines. However, women need to be assertive but not an aggressive to succeed at work, especially if the workforce is predominantly male. It is important for women not to be pushovers, listening is a great soft skill, and one of the most significant

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that women bring to work. As a female manager for example, if you tell, rather than ask people to do something and rule the office with a heavy hand, life will not be easy for anyone. The iron fist in the velvet glove is a better approach. A man will automatically take the credit for work he (and sometimes his department) has done, but many women use the word ‘we’ when referring to tasks that they alone have completed. They somehow imagine that their boss or the rest of the department will realise that the credit should go to them alone - unfortunately too often, it doesn’t. The choice of ‘I’ or ‘we’ can have a significant effect on sounding confident and creating a positive image. Women tend to apologise more, but when they say ‘I’m sorry’ it is often meant as a way of expressing concern rather than a statement of apology. It’s important to point out that women who are constantly apologising may end up seeming weaker and less confident than they actually are. Men apologise far less on the whole, as they hate to admit fault unless they really have to. Men are more likely to socialise with

their superiors at work, eating with them at lunchtime, for example, getting themselves noticed whereas women are often afraid of sending the wrong signals or don’t like to appear pushy. Studies have shown that many women are much more reticent about calling up a business contact to ask them out to lunch. Many think they may be projecting the wrong image (being too forward) especially younger women. Networking at work is an important part of influencing in business. With women wearing the trousers (both figuratively and literally), they are increasingly aware of the importance of non-verbal communication in the workplace. Women who have a firm handshake make a more favourable impression and are more likely to be judged as confident and assertive. Observe women and men in a meeting and the women generally take up less space than men. Women tend to physically condense, keeping the knees together, crossing the legs, touching their face or body and keeping their belongings neatly in front of them. Men, on the other hand, habitually take up space in a sprawling position while seated and

spreading out their belongings. Physically taking up room during a meeting gives an impression of a more powerful and authoritative person. Eye contact is also used more often and for longer duration by women when they listen. While eye contact may signal listening, prolonged eye contact can be construed as alluring. Women also tend to avert their eyes more often when looked at directly. Women sometimes tilt their heads when speaking but too much head tilting can also be seen as a submissive gesture. Clothes make a strong visual statement about how a woman sees herself; it is here where females really have an edge in dressing for success over men. And did you know that professional women who wear make-up (appropriate for the office), get promoted faster and earn bigger salaries than those who donâ&#x20AC;&#x2122;t.

Vive la Difference Women have to deal with double standards in the work place, social pressures and the additional burden of dress, grooming and body language but rather than throw in the towel, women should play to their strengths, equip themselves with the communication and soft skills needed to gain the advantage but also celebrate their differences with men. With more women choosing, as well as having to work, their influence in the work place is growing so vive la difference! Derek Bbanga helps professionals improve their soft skills and communication skills through Public Image Africa www.publicimageafrica.com He can be reached at derek.bbanga@publicimageafrica.com and on twitter @derekbbanga

So what more do women need? Assertiveness. It means standing up for, and stating your own opinions and beliefs without putting down anybody elseâ&#x20AC;&#x2122;s. Assertiveness will help women become more confident.

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ADVERTORIAL

REMARKABLE RWANDA SOARING FOR HEIGHTS

an overview of Tourism in 2016

The Chief Tourism Officer, Rwanda Devellopment Board RDB, Ms. Belise Kariza talks about major strides in promoting Tourism in Rwanda. What are the highlights of Rwanda Tourism in 2016? Over the past years, tourism has expanded and diversified to become one of Rwanda’s largest and fastest growing economic sectors bringing in more than US$360million and 1.3million visitors in 2015. The sector has contributed to the socio-economic progress of the country through export revenues, job and enterprise creation as well as infrastructure development. The sector directly contributed 3.6 percent to Gross Domestic Product. Visitor arrivals increased by 6 percent and the receipts were up by 9.8 percent from 4% in 2014. In 2016, Rwanda actively participated in a number of internationally renowned tourism exhibitions in order to intensify promotional efforts especially in specific target markets. To further promote tourism within the East African region, 14 The SERVICEMAG Dec 2016 - Feb 2017

Rwanda Development Board together with Kenya Tourism Board, Ministry of Tourism Wildlife & Antiquities-Uganda, Uganda Tourism Board and the East Africa Tourism Platform signed an agreement to pursue joint marketing activities under the Northern Corridor Initiatives. At the World Travel Market 2016 in London, one of the largest tourism exhibitions worldwide, Kenya, Rwanda and Uganda subsequently showcased the region as a single tourist destination at one stand for the first time. Additionally, Rwanda hosted a Tourism and Conservation exhibition during the Kwita Izina event that was attended by tour operators from the region who discussed trade initiatives with local tour operators. A familiarisation trip was then done to showcase Rwanda’s attraction to the invited buyers and as result , there has been great interest in the experiance

we offer. Sustainable tourism for sustainable development is our key domain and Rwanda’s internationally recognized the conservation success, the Gorilla Naming Ceremony localy known as Kwita Izina saw the naming of 19 baby gorillas, making it a total of 238 baby gorillas since the first naming in 2005. Beyond the rare mountain gorillas in the Volcanoes National Parks, nature, birds and primates in Nyungwe, culture and history; and the savannah park that is Akagera National Park, the country has diversified its experiences to include the caves, eco parks, the beach, and water sports along Lake Kivu and even seen some private entrants take on kayaking, biking, cycling and events. Tour operators have therefore been able to add a few more activities to their packages to

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encourage tourists to stay longer and do more. In addition, the country has seen some growth in Meetings, Incentives, Conferences and Events (MICE) sector. This year, Rwanda hosted about 27 meetings some of which were significantly big, attracting over 3000 participants particularly in conferences such as the African Union Summit as well as the World Economic Forum, the Africa Hotel Investment Forum, the COP Meetings, to mention but a few. The country has great conference and events facilities such as the Kigali Convention Centre. Since its opening, KCC has hosted 8 Conferences accounting for almost 7,500 delegates. Major international hotel brands such as the Marriott, the Raddison Blu, and Park Inn, to mention but a few have invested in Rwanda. The total number of hotel rooms has more than doubled to 10,000 in 2016 from 4,700 in 2010. Two Ministerial orders have been gazetted by the Government of Rwanda to facilitate the implementation of the tourism law. These Ministerial orders are for licensing and grading of tourism entities; this will enable efficiency and better service delivery of the entire tourism industry. The national flag bearer RwandAir has successfully made new additions to its fleet and consequently increased the number of routes globally. This success impacts positively on the tourism industry, facilitating tourists in and out of the country with ease. In the last quota of the year, we launched a domestic tourism campaign dubbed, Tembera U Rwanda. This is a campaign geared at encouraging local travel among residents in Rwanda. The campaign has successfully transitioned in three phases, raising enthusiasm and interest among locals into visiting tourist attractions in the country.

How has the drive for domestic

tourism impacted the industry? In 2015, the Rwanda Development Board embarked on a local tourism campaign encouraging the domestic market to experience more of Rwanda. The means of promotion at the time was through various platforms such as TV adverts, outdoor media and familiarization trips for the media who covered the various destinations. As a result of these efforts, a collective increase of the domestic market by 25% was witnessed in the 3 major national parks. In 2016, the campaign allowed for the public to get on a bus and travel to a particular destination with a designed itinerary. As a result of this awareness and experiential campaign, we have seen a notable increase in interest in the public; people are now more aware and more willing to make the visits. Tour companies have also joined RDB in this drive and we believe that they will take it forward after the campaign and ensure that suitable packages for the domestic market are available. This will help maximize domestic tourism activities and enhance the level of culture of tourism and/or travel among Rwandans.

Hotel classification is an important aspect in delivery service of standards to visitors. What has been going on with the process of classification? The Rwanda Development Board coordinates assessment and classification of hotels and restaurants in the country. Assessment and classification is done using EAC standard Criteria for Classification of hotels and restaurants that was developed by experts and approved by EAC Partner States. The assessment and classification work is done by a pool of assessors who were trained and certified by EAC Secretariat. In 2011, 31 hotels were assessed and classified accordingly. The process of classifying more hotels is ongoing and The SERVICEMAG Dec 2016 - Feb 2017 15

ADVERTORIAL

about 78 hotels have been assessed so far and await classification.

Tell us about The One-visa in EAC and its relevance to Remarkable Rwanda. The East African Tourist Visa stemmed from the agreement signed by the Heads of State in the Northern Corridor Countries of Kenya, Rwanda and Uganda. The visa, which costs US$100 and can be accessed by tourists, is part of the strategy to promote the three countries as a single destination. The introduction of the visa is not only an incentive for tour operators to offer packages of tourism experiences and itineraries combining three countries but also enhance the tourist product offering in the three countries and as a result increase the number of tourists in these countries that have a diversity of experiences to explore. These close partnerships also encourage domestic tourism within the region, encouraging Ugandans and Kenyans to gain interest in touring Rwanda as well, especially as private sector tourism operators increasingly standardize local rates and products.

What types of regional synergies can help Rwandan tourism? There is free movement of people across the three states which encourages travel and trade. Through a joint marketing platform, the three countries are allowed to promote their individual destinations in their country.

16 The SERVICEMAG Dec 2016 - Feb 2017

Moreover, tour operators are able to package one destination in an itinerary and therefore encourage longer stays in the region for the tourists.

320 company representatives were trained on quality service. 46 companies were assessed and assisted to develop client service charters.

Service delivery is one of the key factors in developing tourism. What are some of the actions undertaken in 2016 to improve customer service?

We also monitor customer complaints on issues related to customer care. A hotline â&#x20AC;&#x201C; 1415 was established to respond to the private sector enquiries and issues on the business in general and handle service related complaints in the sector. So far, more than 4177 enquiries/complaints have been handled.

The 2016/17 World Economic Forum global competitiveness report revealed that Rwanda ranks 37th out of 138 economies globally on the degree of customer orientation (customer care in the private sector) this is a major improvement compared to 2015/16 report where Rwanda was 71st. Currently Rwanda is ranked 3rd in Africa after Mauritius and South Africa. Focus has been put in the implementation of customer service and service delivery strategy with special emphasis on monitoring and enforcing service standards. At the beginning of the year, RDB through the service delivery taskforce comprised of MINICOM, PSF, MoH, RURA, and ADECOR, BNR, RSB and RACCP carried out a national service delivery campaign â&#x20AC;&#x201C;in the framework of conducting inspections and gauge citizensâ&#x20AC;&#x2122; satisfaction levels and adoption of a customer-oriented culture, countrywide. 150 private institutions were inspected in 12 districts. Impacted Institutions included Banks, Hotels and Guest Houses, Transport Services, Supermarkets, Restaurants, Petrol Stations and Private Hospitals. Other initiatives include capacity building in the private sector where more than

What do you envision for Rwanda Tourism in 2017? The year 2017 looks promising for Rwanda Tourism following a good number of achievements in 2016 and the plans we would like to pursue in 2017. The country hopes to inaugurate a number of international brands within the hospitality industry as construction of the Sheraton Hotel and Kivu Marina Bay in Rusizi are underway. RwandAir promises to expand the number of routes globally including direct flights to Europe and the US which are key source markets for Rwanda. There are also a number of high level international events on the 2017 MICE calendar. International and domestic tourism is also expected to significantly grow following the overseen advancements in 2016 and this is also expected to bring about high returns within the tourism and hospitality sector.

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+250 789720480 KN 82 St Kigali, Rwanda Lange technologiez

The SERVICEMAG Dec 2016 - Feb 2017 17

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LA VENTE VUE SOUS UN AUTRE ANGLE “Dans le processus de communication entre client et vendeur, le vendeur doit non seulement pouvoir interpréter les signaux corporels du client mais également réagir de manière appropriée.” Louis Verbruggen, Frank Robeyns & Robert Van de Walle SIGNAUX POSITIFS

e sont SURTOUT les mouvements des mains, des bras et des jambes, l’expression du visage et l’attitude corporelle qui révèlent beaucoup sur l’attitude du client. Un client peut réagir de trois façons au vendeur et/ou à sa proposition: de manière positive, négative ou neutre.

Une attitude positive est communiquée de manière non verbale par une attitude ouverte, une gestuelle et des mouvements ouverts ainsi qu’un langage positif. 1. Le client se penche vers le vendeur. 2. Ses paumes sont ouvertes, accueillantes et dirigées vers le vendeur. 3. Il regarde le vendeur. 4. Le client prend le produit, le dépliant, le contrat en mains. 5. Le client sourit et parle avec enthousiasme de la proposition/du produit. 6. Bras et mains ouvertes vers le vendeur. 7. Le client écoute avec attention, est attentif, pose des questions et prend des notes.

18 The SERVICEMAG Dec 2016 - Feb 2017

HAVE YOUR SAY

8. Le client ne répond pas au téléphone et ne veut pas être dérangé. 9. Le temps n’est pas important. Il ne regarde pas sa montre, même pas lorsque le temps prévu est dépassé. 10. Il est près du vendeur (zone personnelle), vient vers lui, lui donne une tape sur l’épaule. 11. Il opine du chef. 12. Il emploie des termes positifs pour parler du produit/de la proposition. 13. Il vient d’une position arrière vers une position avant, tout près du vendeur. 14. Il ferme la porte, la fenêtre et est assis au bout de sa chaise. 15. Ses yeux brillent.

SIGNAUX NÉGATIFS Une attitude négative est communiquée de manière non verbale par une attitude fermée et/ou des mouvements et gestes négatifs ainsi qu’un langage négatif. 1. Le client s’éloigne du vendeur en s’inclinant vers l’arrière. 2. Les paumes sont tournées vers le vendeur de manière frontale. 3. Il adopte une attitude apathique et indifférente: il regarde dehors, ne touche pas le produit et la documentation, regarde de temps en temps autour de lui. 4. Il parle sans conviction, lentement et de manière amorphe. Il soupire. 5. Il joue avec son stylo ou d’autres objets qui sont sur son bureau. 6. Il emploie des termes négatifs. 7. Il dit non lentement de la tête. 8. Il se penche vers l’arrière, loin du vendeur. 9. Lorsqu’il est dérangé, il ne résiste pas. 10. Il regarde sa montre sans arrêt. 11. Il croise ses bras sur la poitrine. 12. Il répond aux questions avec peu d’intérêt. 13. Il baille, remue les doigts avec agitation. 14. Il garde ses distances, domine, se montre supérieur. 15. Il s’accroche à sa chaise. 16. Il fronce les sourcils et le front. 17. Il a un regard apathique, sans passion. The SERVICEMAG Dec 2016 - Feb 2017 19

HAVE YOUR SAY

Qu’est-ce qu’une

Bonne Qualité de service ?

“

Le seul jugement qui ait de l’importance, c’est celui du client.

a qualité de service est une notion qui n’existe que dans la tête du client. Si le client n’est pas satisfait du service qu’il a reçu, cela signifie que ce service était mauvais. C’est en vérité la chose la plus importante en ce qui concerne la qualité de service. Votre avis en tant que fournisseur de ce service ne compte pas. Peu importe les efforts que vous avez fournis, ou toutes les choses que vous avez pu faire. Le seul jugement qui ait de l’importance, c’est celui du client. La seconde chose véritablement importante, c’est qu’une bonne qualité de service doit être une vraie surprise. Si le client obtient ce qu’il attendait, il ne sera pas impressionné. Après tout, c’est ce qu’il comptait recevoir. Evidemment, il le sera encore moins si on lui offre une prestation moins bonne que celle qu’il attendait.

“

Aussi, pour impressionner le client, il vous faut lui offrir plus que ce qu’il n’attend. Cela veut dire deux choses : premièrement, 20 The SERVICEMAG Dec 2016 - Feb 2017

que l’amélioration de la qualité de service doit être un effort continu, parce que le client va s’habituer à un niveau de service donné et n’en sera plus impressionné. Deuxièmement, cela signifie que vous devez bien connaître votre client et savoir quelles sont ses attentes. La qualité de service se penche sur les détails. L’idée, c’est de prendre soin de toutes ces petites choses qui composent l’image globale. Bien souvent, des entreprises concurrentes vont proposer des produits et des services très proches. C’est le détail qui fera la différence. Prenons l’exemple d’un magasin de matériels photo, qui propose exactement les mêmes produits que ses concurrents. Les détails qui feront la différence se trouveront dans les services proposés : la livraison rapide, l’album, les piles ou autres. sidossou@theservicemag.com

Credit:

Mrsiraphol

THE BANKING SECTOR P

This issue TSM focus is on the banking sector in Rwanda. As we focus on this vital of the service industry, we also celebrate a giant player in the sector Bank of Kigaliâ&#x20AC;&#x2122;s Golden Jubilee. 50 years of growth and a steady contribution to development are worth a celebration and we congratulate Bank of Kigali and wish them continued progress in the market. When it comes to service and customer care, customers have huge expectations of excellent service in banks, and with the sensitivity of financial services, we can understand why. Over the

years, the number of banks serving the population in Rwanda has grown and with this growth and resultant competition, a great improvement in customer service has been witnessed. We hope this will continue in all the banks as in other areas of the service industry. Bravo to all those who serve us well in the banks and keep up the good work. And to all those who still cause us to walk away saddened and angry by the poor service, pick a leaf and pull up your socks. Let us all put our hand together and offer excellent service.

The SERVICEMAG Dec 2016 - Feb 2017 21

COVER HAVESTORY YOUR SAY

A Look Into BANK OF KIGALI’S

1966 - 2016

AN INTERVIEW WITH THE CEO

QN: Bank of Kigali (BK) has been in the market for 50 years; a remarkable feat for any institution. What can you cite as your major achievements and contribution to the country’s financial sector? The primary role of financial institutions such as banks in any economy is to take money from where it is to where it is needed, facilitating the process of channeling savings to investments. Without investment, there is no production, job creation and no development for that matter. Bank of Kigali has created a strong brand over the years and we stand for trust and efficiency in this market. This has helped us deliver successfully on our mandate, supporting savers, investors and the economy as a whole while maintaining market leadership. Bank of Kigali’s major achievements include our significant contribution to national financial inclusion efforts, as well as the role we play in supporting Small and Medium Enterprises, providing them with much needed capital to drive growth and innovation. We are also the only Rwandan bank listed on the stock market and we are proud to support ongoing efforts to educate our people on capital market opportunities, and support the development of a vibrant stock market. QN: Financial services are essential for Rwanda’s economic growth, especially in ensuring total financial inclusion; what are you doing as a bank to get more Rwandans banked? Financial inclusion is indeed an important development priority. It is critical to enable people to save for their future and promote self-reliance. Bank of Kigali has done and continues to do a lot. We have opened branches in almost all parts of the country; these are supported by our agency network of over 1200 ensuring that Rwandans have easy access to our services. But perhaps the biggest investment and an area where we intend to focus our efforts, moving forward is the area of technology supported service delivery; we have made it possible for our customers to bank in the comfort and convenience of their offices or homes. This is all possible through technology supported platforms such as internet banking, BKmobiserve, E-tax payment and online purchases using BK debit or credit cards. What we have done so far, in this area is a foundation 22 The SERVICEMAG Dec 2016 - Feb 2017

Diane KARUSISI CEO of Bk

STORY HAVE COVER YOUR SAY

upon which more innovation will be founded as we embark on the journey for the next fifty years. QN: How is the Bank embracing innovation to deliver products that respond to the customer’s needs and convenience? The Bank’s approach in all areas relies on 3 pillars: People, Technology and Risk. Banking is a people business and we always strive to get the right people with the right attitude. It is people who innovate, and that human touch is very important to us, especially in ensuring that our customers enjoy great customer service. Secondly, today, technology offers powerful solutions to serve our customers efficiently and conveniently. We are always open to new technologies and aspire to be the most innovative bank, bringing new products and solutions to the market to meet the ever changing needs of our customers. The right mix of people and technology is the best way for us to manage the risk of our business including technology related risks, fraud and privacy breaches. We believe this approach will ensure we continuously improve operational efficiency, grow the business and deliver sustainable high returns to our shareholders.

It is difficult to predict what banking will be like in fifty years. Nonetheless, regardless of the evolution of the industry, we want to see Bank of Kigali still standout as the most relevant institution in terms of financial services in Rwanda, a place where customers can be assured of the best customer service experience. The services we offer today will certainly change in coming years but we must remain relevant in the lives of people who want to save, invest or do any form of business. Bank of Kigali should remain their first choice.

GOVERNOR’S MESSAGE

QN: How do you deal with clients’ queries and complaints and work to improve the level of service in the bank’s branches and agencies? We take all customer complaints with humility. We aspire to serve with excellence and this requires continuous improvement of our systems and our people through training. We have invested a lot in technology to support self-service channels such as ATMs, mobile banking, etc. The uptime of our self-service channels has improved over the years to reach over 90% today. However, we know that every single failed transaction, every customer who is mishandled by our staff is frustration to that customer and a risk to the relationship we are building with that customer. We love to hear from our customers, whether complaints or compliments, and the guiding principle at Bank of Kigali is that, our people must know that the way we handle our customers is critical in communicating how highly they are valued and treasured. It is a standard for our people to be humble in accepting feedback, apologize to customers for not meeting their expectations and offer them helpful solutions to their problems. A positive attitude is a must. QN: BK is starting on the next 50 years’ journey, how do you see the bank evolving to keep the image of reliability that it has had over the past 50 years and also to evolve and capture new needs of the market and consumers? In today’s World, the dawn of the 4th industrial revolution, every business has to be agile, pro-active and embrace change.

John RWANGOBA Governor National Bank of Rwanda (BNR) I am pleased to send my congratulations and best wishes to Bank of Kigali on its 50th Anniversary. For the past half century, Bank of Kigali has committed to financially transform the lives of Rwandans by reaching out to every Rwandan citizen through its wide range of branch network and digital financial services. Thanks for greatly contributing to financial inclusion in Rwanda. I commend Bank of Kigali Board of Directors, Management and staff for a good job done over the past 50 years. I wish the Bank prosperity and to grow your wings beyond our borders in the next half century. God Bless your work.

The SERVICEMAG Dec 2016 - Feb 2017 23

COVER STORY

BK@50: Customers and Staff Commentary Alize Nanyonga

BK Treasury Department. “From a single branch to a network of 80 branches today, simply amazing growth. When I think of Bank of Kigali, I think of its contribution to the development of the country by granting loans to finance different activities across the country. I wish BK and all stakeholders a happy 50th anniversary,”

Jean Bosco Rukundo

BK Financial Reporting Analyst

Esperance Akurugwiro Business Woman

“I have been a Bank of Kigali customer for the last twenty years. My own success as a business woman is a living testimony that indeed, Bank of Kigali has been financially transforming the lives of Rwandans, including women like myself. I congratulate Bank of Kigali upon this incredible milestone. They say age is wisdom, and as business, it means you have the experience to guide us, your customers, to make wise financial decisions to shape our own growth. I am a happy customer and I am looking forward to banking with you for many more decades to come. Happy 50th anniversary,”

“As an Analyst in Bank of Kigali’s Finance Department, I have witnessed, first hand, the growth recorded, especially in the last decade leading to our 50th anniversary, this year. As the Bank grew, we have also grown in experience; as a young professional with major career ambitions, I am very privileged to be part of this story, and team behind this incredible organizational success,”

Aimable HASHAKIMANA Mwambutsa Businessman

“For the past 50 years since the Bank’s inception, it’s really a long journey and very remarkable. I want to take this opportunity to congratulate and thank our Bank of what they have already achieved in the Northern Province especially in Kinigi. I would also want to request the Bank to continue opening branches in remote areas so that they get closer to the unbanked people because the way to the development is still long. The opening of Kinigi branch and the ATM machine was very important to our community. I would also like to request the Bank to open branches in East Africa to easy the business transactions,” 24 The SERVICEMAG Dec 2016 - Feb 2017

Hussein Sameer Investor.

“We would like to wish BK a Happy Golden Anniversary!! The management, the dedicated staff and the customer friendly attitude has been at the forefront of BK’s success. We have built a strong relationship with BK over the last 15 years and are looking to celebrate many more anniversaries together! Cheers and Sante!”

MA BANQUE:

FOCUS

Inefficacité Et Piètre Service Par Olga SANVEE Je viens d’apprendre, de manière informelle, que ma banque arrête ses opérations dans le pays. Hormis les rumeurs de blanchiment et conflit, je ne peux m’empêcher de penser que cela est dû en partie au service déplorable que cette banque offre à ses clients.

Lors

de mon arrivée au pays, les avis étaient unanimes : cette banque offrait les meilleurs services de la place. Et j’ai pu me rendre compte que leur réputation n’était pas usurpée grâce notamment à un accompagnement personnalisé. Mon premier gestionnaire de compte était professionnel et dédié à ses clients. Son successeur était encore un cran au-dessus. Elle alliait la compétence au charme et à une humanité qui donnait envie de lui confier tous nos problèmes. Puis, mon compte a été ensuite transféré à un autre gestionnaire pour éviter, selon les explications, une relation trop étroite entre un gestionnaire et son client. A partir de là, les services qui m’ont été rendus se sont dégradés d’année en année et je me suis rendue compte que la qualité de service dont j’avais bénéficié ne relevait que des personnes mais que ce n’était pas une politique de la maison. Les mésaventures et l’inefficacité du service sont tellement nombreuses que je ne saurais les énumérer tous. Entre ceux qui ne répondent pas aux mails et ceux qui oublient de commander un nouveau code, et ceux qui bloquent les cartes sans raison et vous en font payer une nouvelle pour rien, sans oublier ceux qui vous renvoient vers un autre service qui vous renvoie ensuite vers votre interlocuteur initial, nous avons tout subit. Et pourtant, je fais partie des clients du guichet « Prestige » de la banque. Je me demande ce que doivent subir les autres clients. Puis vint le jour où j’ouvre ma propre entreprise pour me rendre compte plus tard qu’en plus d’une piètre qualité de service, ma banque ne m’a jamais apporté le moindre soutien pour développer mon entreprise. Raison invoquée : mon entreprise était trop jeune. Et d’un autre côté, les transactions quotidiennes et simples

pour une entreprise : paiement, encaissement, etc peuvent relever du parcours de combattant. Parfois cela frise le ridicule. Exemple. Moi par mail: Bonjour madame, je voudrais vous signaler que j’attends plusieurs virements de mes clients. Pas de réponse. Après relance, ma gestionnaire me dit que non. Je relance mon client qui m’envoie les documents du transfert que je fais suivre à ma gestionnaire. Coup de fil de ma gestionnaire : Je vous appelle au sujet du document que vous m’avez envoyé. En effet il y a un virement en attente pour votre compte. Moi : En attente pourquoi ? Elle : Pour pouvoir créditer votre compte, nous avons besoin de savoir la raison de ce virement. Moi : Il s’agit d’un de mes clients. Elle : Oui mais nous voulons savoir quelle prestation vous avez fait pour lui. Moi : Pourquoi ? Elle : Ce sont nos procédures. Moi : Je vous signale que mon compte professionnel est ouvert dans votre établissement depuis plus de 2 ans et c’est la première fois que vous me demandez de justifier le paiement d’un de mes clients. Elle : Oui mais madame, les procédures peuvent changer. Moi : Dans ce cas, chère madame si vous changez vos procédures la moindre des choses est d’en aviser vos clients. Et puis autre chose, quand je vous ai signalé que j’attendais des virements pourquoi ne m’en avez vous pas demandé la provenance à ce moment là au lieu d’attendre et de bloquer mon virement. Elle : Oui vous avez raison… Aujourd’hui, ils ferment leurs portes. Et bien que ce ne soit pas la raison invoquée, je ne peux m’empêcher de faire un lien entre la fin des activités de ma banque et leur piètre qualité de service.

Les mésaventures ... sont nombreuses. Entre ceux qui ne répondent pas aux mails et ceux qui oublient de commander un nouveau code, et ceux qui bloquent les cartes sans raison et vous en font payer une nouvelle pour rien, sans oublier ceux qui vous renvoient vers un autre service qui vous renvoie ensuite vers votre interlocuteur initial, nous avons tout subit.

Olga Sanvee,Consultante Directrice de O&S Agence Conseil olga.sanvee@osagenceconseil.com The SERVICEMAG Dec 2016 - Feb 2017 25

FOCUSYOUR SAY HAVE

E-Commerce and Consumer Protection By RWAKISETA Herbert

Credit:Shutterstock

Today’s customers are shopping online more and have embraced electronic transactions. While this can be great for both businesses and consumers, e-commerce presents various challenges in terms of safely and satisfactorily completing purchases online.

n addition to the issues of B2C data security and privacy, the consumer’s inability to see what is being ordered has led to consumer protection concerns in e-commerce. What happens when the goods or services do not arrive, or arrive damaged, or the items are not the quality promised in marketing materials, or there is a discrepancy with payments? Consumer protection policies created in the 1960s-70s must be revisited to account for e-commerce. The challenges limiting a nation’s ability to protect consumers are only addressed through cooperation, communication and through multi-and bi-lateral agreements between different nations. Governments and leading private sectors need to work together to update existing consumer protection laws. With this development, new regulations aimed at achieving transparent and fair protection for consumers during advertising, marketing, contract terms and payment will emerge. In order to diligently comprehend all terms and disclosure of online contracts, consumers should be proactive about e-commerce. They must conduct their own consultations from reliable experts, research through consumer protection agencies in order to be certain of the e- business. One can also opt to ask questions such as: What are the payment 26 The SERVICEMAG Dec 2016 - Feb 2017

options? What methods does this company take to secure customer information? Does this company sell or market customer information to other businesses? What are the terms of the contract? Is there an established return policy? Is there information on the website about the company’s dispute resolution policy? Consumers are protected under the general guidelines for consumer protection in the context of electronic commerce. These guidelines are designed to offer consumers the same protections they enjoy when they purchase products from a local store or distributor. Honesty standards should be reflected in the traditional methods of marketing and advertising Clear and obvious disclosure should be provided between the trading parties and the consumer should have a clear and precise description of the products they are purchasing with a flexibility to change or modify their choice. Consumers should be clearly informed of a fair dispute resolution process and have access to user-friendly and secure payment instruments, and be fully informed of the level of security they are afforded. Education and awareness are key to support a smooth transaction in e-commerce. Governments, businesses and consumer representatives should collaborate to educate

HAVE YOUR SAY FOCUS

consumers about e-commerce, to raise awareness of the protections consumers are afforded in their online activities to protect consumersâ&#x20AC;&#x2122; sensitive information. Thus fighting fraudulent misrepresentation boosting consumer confidence in the long ran and if consumers are not confident, they will not buy. Most of the existing consumer protection laws were created before globalization boom of advent of the internet making them limited in scope. The other main challenge facing e-commerce is fraud dispersal of perpetrators around the globe which makes it difficult to identify and locate them. To limit fraudulent practices in e-commerce, cooperation between government, private industries and consumer protection agencies should be at its highest and establish a domestic system for combating cross border fraudulent and deceptive commercial practices against consumers, enhance information and notification sharing The importance of reading the fine print of a contract cannot be overstated in an attempt to crack down on abusive terms in e-commerce. More and more courts are holding consumers responsible for the obligations contained in online contracts when clicking â&#x20AC;&#x153;I agreeâ&#x20AC;?. At the same time, national courts are setting precedents with some contractual terms considered abusive or illegal to consumers, such as service disclaimers and arbitrary price changes. The writer is pursuing a Masters Degree in International Trade Law and Policy at the University of Lundi, Sweden coordinated by TRAPCA/EASMI

The SERVICEMAG Dec 2016 - Feb 2017 27

ADVERTORIAL

RSWITCH AT THE HEART OF RWANDA’S FINANCIAL INCLUSION RSwitch Ltd. as a pioneer of in East Africa has expanded its services and broadened its partnership portfolio in tandem with the fast changing financial landscape especially in Rwanda. To achieve a Cashless economy there is need to embrace new technologies in financial services supplemented by upgrades to existing infrastructure and systems at RSwitch. Our solutions and services are tailor-made to serve all financial institutions be it banks, micro finance institutions, SACCOs, MNOs, Payments solutions aggregators and all fintech companies. The digital financial services landscape has drastically changed and RSwitch has established scalable platforms to accommodate the ever increasing space. 2016 has been a good year for RSwitch technologically, as a range of services and products were availed to our customers through partnerships and systems enhancements. eHuriro, our mobile payments interoperable product, that traverses across core banking and MNO platforms is now available to more financial institutions enabling “push and pull” transfers between bank accounts and mobile wallets . In line with RSwitch’s vision to connect all East Africans with all their e-money, we certified as a third party processor for mVisa transactions in October. This has been tested with a local pilot bank, Urwego Opportunity Bank and we shall work to onboard several local and regional banks sooner than later. mVisa provides options to all customers of a participating bank to link their accounts to the mVisa mobile app (available for use by both feature and smart phones), and make payments instore and online through transfer of funds. UOB customers will be able to make payments both in Rwanda, regionally and internationally. In the recent months, we also introduced PIN change functionality by cardholders at all ATM terminals owned by banks issuing Smartcash cards. This was a drive to ensure more security for Smartcash cardholders though availing an option to change PINs 24/7 at over 300 ATMs nationwide. At the same breath, all merchant POS terminals now accept SmartCash card transactions that we promoted in our Ndayigendana campaign. A narrative that urges Smartcash cardholders to consider the card an important part of their daily transactions….more cashless transactions! Another key area of our business that determines most of our operations is the compliance on security for which we are happy to have attained for the 3rd consecutive year. RSwitch is once again PCI DSS certified with even a higher version of the certification. We continue to innovate based on insights from our customers’ needs coupled with global trends to ensure RSwitch remains the preferred One Stop Centre for all financial needs. As 2016 comes to a close we appreciate all our customers and partners for their support. The year 2017 will certainly come with bigger and better surprises for the financial ecosystem in Rwanda and the region at large. Watch this space. Jean Claude Gaga Chief Executive Officer 28 The SERVICEMAG Dec 2016 - Feb 2017

Mobile transactions processing

One Switch, endless possibilities

Online transactions processing

HAVE YOUR SAY ADVERTORIAL

Clearing, Claims & Disputes, Authorization and Settlement

ATM transactions processing

POS transactions processing

24/7 ATM Monitoring Services

RSwitch is

Debit card production (SmartCash)

RSwitch is

ATM Support (maintenance) services.

> RSWITCH IS MVISA CERTIFIED! There are more and more transactions occurring via mobile channels, especially in East Africa and Rwanda in particular. RSwitch’s certification for mVisa transactions processing, will benefit local banks in gaining new revenue lines from interbank mVisa transactions both locally and internationally carried out by their customers. It also provides banks in Rwanda, convenience of having the processor locally, with better pricing, domestic settlement in local currency and assured high uptime service levels. We have started with UOB in this journey and welcome more financial institutions as partners to work with us, in a step leading to more financial inclusion and achieving nationwide and global cashless goals!

> PIN CHANGE OPTION FOR ALL SMARTCASH CARDS

International Schemes Transactions Processing Interoperability (Ehuriro)

CUSTOMER SERVICE WEEK > RSWITCH REFLECTS ON ITS CUSTOMER SERVICE DELIVERY Customer Service Week is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. This is celebrated in the first week of October. RSwitch embraced this tradition this year, and as opposed to having only one week, opted to have a customer service month throughout October. This saw our team assess themselves through training and evaluations. Additionally, an internal and external survey with RSwitch’s staff, its management and partners was carried out to pick out exemplary customer service champions. This motivated our staff who then vowed to maintain exemplary customer service delivery and make it our culture.

PIN Change is an option that gives the cardholder the flexibility to ensure their number combination is unique to them at all times. We had this option fully available as at the end of October 2016, on all SmartCash issuing banks’ ATMs in Rwanda. This security feature will further ensure the cardholder is more aware of the privacy by which he/she should keep their PIN. It will also save banks associated costs of issuing reprints of PINS.

> PIN CHANGE BENEFITS TO CARDHOLDERS? a) 24/7 option to change PIN b) More than 300 ATMs at which the change can be made c) Less fraud cases d) Real time switch synchronizing changes made.

> NDAYIGENDANA!... ALWAYS HAVE YOUR SMARTCASH CARD WITH YOU! Cashless, cashless is what every financial institution is looking to provide to its customers now. RSwitch with its debit card, SmartCash is in on this too, through the ability to transact at over 1,700 merchant POSes countrywide. The narrative has been an emphasis to cardholders to use the card more in making payments! The bank benefits from this and better still, there are no transaction fees incurred by the users! Payment at POS with SmartCash is absolutely FREE of charges.

RSwitch appreciates these customer service champions and welcome you, our partners to once again commend them! Inform us and be informed!

For more information contacts us on; Email: info@rswitch.co.rw, Phone Number: + 250 252 591 600 OR visit for website on www.rswitch.co.rw Follow us; https://twitter.com/RSwitch & https://www.facebook.com/rwandaswitch

FOCUSYOUR SAY HAVE

Christian Salifouâ&#x20AC;&#x2122;s tips

on offering unbeatable

Customer Service By Christian Salifou

FIRST IMPRESSIONS Customers consider every officer a representative of the company. You are your company therefore a good first impression starts a positive relationship with your customers. On the other hand, a poor first impression may end the relationship right there. It is vital for the service provider not to make any assumptions about customers such as judging them by their appearance or how they speak.

SMILE! A smile is the most simple and often the most powerful tool in customer service. However, service providers should ensure they smile genuinely all the time, a plastic smile is easily spotted. Eye-contact and a natural

30 The SERVICEMAG Dec 2016 - Feb 2017

smile will help the customer to feel at ease and welcomed.

LISTEN! Listening is one of the most effective tools of customer service. A service provider who does not listen to clients leaves them frustrated and may easily lose a sale or a repeat visit. Listen to the customerâ&#x20AC;&#x2122;s needs, empathize and find the best solutions.

KNOW YOUR COMPANY WELL I believe that an investment in your knowledge will always be useful. Always be in a position to learn and understand the advantages and disadvantages of the various products you sell and the products that suit the

different customers. A service provider should know more about the business than the customer does and be able to answer questions about the business or the organization even if they are not related to their specific department. In addition, service should be offered quickly and feedback provided as fast as possible. Christian Salifou Relationship Manager, Corporate Banking Group Guaranty Trust Bank (Rwanda) Ltd

Edward Munyaburanga – A passionate educationist making a difference in Bugesera District Private education — especially at the fledgling nursery and primary levels – plays an important role that serves as a critical foundation for a child’s future. Passionate educationist’s like Edward Munyaburanga, whose Highland School has been recognised as a premier educational institution in the Bugesera District, plays a key role in lifting hundreds of Rwandan children into a world of education and thus empowerment. Edward has been running his private education business for the last seven years, starting his association with the education sector as a school principal for pre-school and nursery education. He has also played an important role in school administration, mobilising Parent and Teachers Associations to ensure that schools are aligned to public education policy to sustain quality education while he was serving as Director of Economic Development in Bugesera District. Highland School Offering both nursery and primary education, Highland School is today a 100% private owned school in the Bugesera District. For two consecutive years, 2013 and 2014, all students in the final year have shown outstanding performance, securing first division with eligibility to gain admission to the Government Secondary School of Excellence, causing Highland School to be rated among top performing schools in Eastern Province, and guaranteeing a bright future for its young scholars. GroFin’s investment is enabling the addition of 20 new rooms to ease crowded classrooms and improve teacher-student ratios along with the concurrent hiring of 48 teachers and support staff while providing quality education to some 580 leaners. Highland School is also benefiting from GroFin’s business support which is ensuring business sustainability over the long term.

“Highland School did not have a proper accounting system. Our emphasis in the pre-business support stage has been to urge the client to have an accounting system that facilitates efficient financial management and reporting,” says Christian Bugabo, Investment Executive at GroFin Rwanda.

ADVERTORIAL

With regards to funding, Highland School falls under the GroFin Small and Growing Businesses (SGB) fund which is a unique integrated solution of patient risk capital (US$ 100 000 - US$ 1.5 million) and provides end-to-end business support to start-up and growing businesses. Investors and funders include Shell Foundation (an independent charity), KfW Development Bank (KfW), the Dutch Good Growth Fund (DGGF) and Norfund.

Edward Munyaburanga

An award-winning, international and multicultural company headquartered in Mauritius, GroFin has 15 offices found in Rwanda, Uganda, Tanzania, Kenya, Zambia, South Africa, Nigeria, Ghana, Ivory Coast, Egypt, Oman, Jordan and Iraq; and currently manages ten funds and programs on behalf of more than 30 international development finance institutions, development organisations, foundations, large companies and private funders with committed funding of more than US$ 500 million.

As the Chairman and Founder of Highland School, Edward Munyaburanga continues to ensure effective operation of School activities and instils the organizational culture among its board members and staff with the highest standards of corporate governance. He ensures that the school's mission and vision are well understood by all stakeholders, and supports the School Principal in the development of strategies. Telephone: +250 252 587 150/1 Email: rwanda@grofin.com Address: 4th Floor Tele10 Building, Airport Boulevard, Nyarutarama, Remera, Rwanda The SERVICEMAG Dec 2016 - Feb 2017 31

RWANDA’S BANKING a unique success story By Peterson Tumwebaze

Credit: TSM

FOCUSYOUR SAY HAVE

Rwanda boasts of more than 17 licensed commercial banks with over 416 credit saving institutions (UMURENGE Saccos). The findings from the FinScope Rwanda 2016 survey revealed that financial inclusion was at 89%, up from 72% in 2012. This is largely attributed to the growing banking industry that has become more innovative and competitive of late. Many experts attribute this excellent performance to the country’s strong monetary and fiscal policy implemented by The National Bank of Rwanda (BNR) over the years. Rwanda needs a stable and sound banking industry to reduce poverty and transform the country into a middle income status by 2020. John Rwangombwa, Governor of the Central Bank, says Rwanda’s banking sector has continued to hold significant capital buffers and higher liquidity positions, significantly above regulatory requirements. These capital and liquidity buffers not only depict current stability but also ensure future financial stability as banks can fall back on these buffers during times of financial stress. “Going forward, BNR will continue to implement its monetary and exchange rate policy to keep inflation low and stable, and will ensure that all requirements for the use of the interest rate as an operational objective are in place before the end of 2018,” said governor Rwangombwa adding that in order to maintain stability and efficiency in the financial sector, the National Bank of Rwanda will continue to conduct prudent surveillance of the entire financial sector 32 The SERVICEMAG Dec 2016 - Feb 2017

through regular onsite inspections and offsite analysis

Current trends The Central Bank estimates the size of the financial sector, as measured by total assets relative to GDP, increased to 55% in June 2016, up from 53.8% in June 2015 and 38.4% in June 2011. Equally, the Central Bank estimates the sector’s loans to private sector now make-up 42.4% of total financial sector assets and grew by 19.9% (year-onyear) in June 2016. This means more people now have access to finance which will eventually translate into a faster economic growth. This current performance means, “Financial institutions are moving closer to people through network expansion

and digital financial services,” said Sanjeev Anand, the Chief Executive Officer Banque Populaire du Rwanda (BPR). The sector is expected to post a higher growth rate than earlier projected which will further drive economic growth. Anand argues that the cornerstone of modern banking has shifted to include innovation and digitization to enable banks to reach everyone in the most efficient and affordable way. While experts urge that Bank failures are the most obvious manifestation of an unsafe and unsound banking system, for Rwanda, both the regulator and market players have managed to remain stable and competitive despite the challenges. According to Rwangombwa, the secret has been excellent political will and good corporate governance that has enabled

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stakeholders to grow and thrive. In the last five years, alone, the country’s banking system liquidity improved significantly. Commercial banks continued to have sufficient liquidity to finance economic activities and invest in different financial instruments such as repurchase agreements and government securities (both short and long-term). Improvement of BNR liquidity management has progressively contributed to the development of interbank market which is key to the efficiency of monetary policy, according to the Managing Director of KCB Rwanda, Maurice Toroitich. The banking expert says the sustainability of a banking business must be deeply rooted in a strong governance and ethical foundation that permeates through its structures. The central bank has spent the big part of the past 2 years battling effects of an erratic global economy characterized by low growth that inspired weak commodity demand, consequently pushing international prices into a nosedive. For-example, total volume of transactions increased to Rwf281.5 billion in the first six months of 2016 from Rwf242.5 billion recorded in the whole year 2015 and Rwf224.5 billion in 2014. The number of transactions increased to 172 from 150 and 167 in the period under review. In the recent past, good competition among investors in the government bond market and commercial banks is noticeable and has begun to materialize. The central bank estimates that the industry’s total assets increased by 13.9% in June 2016 (year-on-year) - from Rwf2.0 trillion in June 2015 to Rwf2.3 trillion in June 2016 with issued loans accounting for 60%. Overall, the banking sector remained

profitable with banks posting a net profit of Rwf19.4 billion. This, however, reflects a decrease of 18.2% when compared to 23.6 billion reported for the same period in 2015. The decline in profits according to Central Bank is due to high growth in expenses (increase in remunerated savings, deposits and operating costs). For example, the sector’s return on assets (ROA) and return on equity (ROE) declined to 1.7% and 9.2% respectively as at June 2016 from 2.4% and 13.1% in

The banking sector’s capitalization levels continue to remain high with capital adequacy ratio (CAR) recording 23.3% during the quarter under review compared to 24.3% recorded in June 2015. The change was largely due to increased appetite for loans and advances by banks. However, total liabilities of banks grew by 13.4% from Rwf1.6 trillion in June 2015 to Rwf1.9 trillion by end June 2016 with customer deposits accounting for 81%.

Sector experts say that a strong banking industry means Rwanda can actually fast track and accelerate its rate of economic development. They argue that a stable banking industry means stable interest rates, which gives investors the for Rwanda, both the regulaconfidence to continue investing in the country. tor and market players have

managed to remain stable and competitive despite the challenges. According to Rwangombwa, the secret has been excellent political will and good corporate governance that has enabled stakeholders to grow and thrive.

June 2015. Experts say the overall growth in the banking sector is largely attributed to an increased level of competitiveness due to generic growth of new players entering the market and favourable legal environment on financial services which is coping with international and regional dynamism in the banking area. According to the governor, all operating banks are adequately capitalized with the Capital Adequacy and Core Capital Ratios surpassing the minimum prudential of up to 15%.

Marc Holtzman, Board Chairman of Bank of Kigali, says there is always room for improvement and the sector must always look for ways to do better in terms of innovation and efficiency and ensure they bring to the market affordable products.

But as this market becomes more developed, with a more predictable environment for investment, interest rates will decline organically. Competitive forces in the market will demand that interest rates become more competitive especially considering that inflation is relatively modest in this market. Robin Bairstow, I&M Bank Chief Executive Officer adds it is essential for the banking sector to promote e-banking and other electronic facilities, like use of credit/debit, including Visa and other cards, so that clients can understand the benefits and embrace them. This way, the sector will be able to reduce the cost of transactions and boost cashless economy. Peterpata24@gmail.com

The SERVICEMAG Dec 2016 - Feb 2017 33

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INTERVIEW WITH THE MD

TSM: are there any hidden/unnecessary bank charges GTBank charges its clients and how does the bank work to ensure people access affordable banking services? Bayo: GTBank Rwanda does not have any hidden or unnecessary bank charges. Transaction charges and/or fees are in accordance with the Bank’s tariff guide. GTBank Rwanda is completely transparent and open in its engagement with customers and other stakeholders. A detailed tariff guide is placed in all the Bank’s branches, on the Bank’s official website and published in the newspaper to ensure customers are informed of the different charges for transactions and services rendered. The Bank’s charges are competitive and in line with industry practice. Banking services are available and accessible in all GTBank Rwanda locations across the country. The Bank has also made significant investment in alternative banking channels to ensure cost effective 24/7 access to affordable banking services. TSM: why should one choose banking with GTBank? Bayo: Customer service. At GTBank we are driven to deliver the utmost in customer service, which we continuously strive to institutionalize throughout the Bank. The customer is at the heart of everything we do. We have also carefully put in place products and services that meet our customers’ needs and we pride ourselves in our ability to provide bespoke solutions to customers. Outlined below are some of the products/services offered: GTBank Automated Payment System (GAPS) Robust internet banking equipped with features that give customers control over their account. These features cut across transfers, bill payments, account enquiries amongst several other features. Mobile Banking via the Mobile App Mobile banking via the USSD platform GTBank Collection System (GTCollection) Guaranty Trust Bank Notification System (GeNs). Access to different types of MasterCard. Best in class Relationship Management

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TSM: What tools have been used at the bank over the past years that have improved the level of customer service and satisfaction of the bank? Bayo: The desire to deliver superior customer service requires that we remain focused on the customer, value addition and sustainable service delivery. Continuous training and education is provided to staff and focus placed on having a strong service culture to ensure improved service delivery. We have also introduced the Guest Tellering initiative; where top management staff perform teller functions and directly relate with customers to ensure we remain customer-centric and have a system in place for constant review and improvement of service delivery to our customers. The Guest Tellering exercise was subsequently complemented with a 24/7 phone number and email address set aside specifically for customers’ enquiries / complaints. We understand that our customers are always on the go and as such have taken advantage of mobile technology and collaborations to reshape customer engagement models. Mobile banking has put us in the palm of our customers and provides a unique opportunity to offer quick and efficient ways of providing banking services. Beyond providing value-adding banking products to our customers, GTBank actively employs various measures to improve the financial literacy of its customers. The Bank regularly engages in organized cluster marketing/storms in markets, schools e.tc to enlighten the public about savings and benefits of having a bank account. TSM: How do you motivate your staff in order to serve clients with the best attitudes and energy? Bayo: Continuous training is provided to staff on how to serve customers and the importance of customer service. Staff are also properly engaged and encouraged to be innovative and apply themselves in their various roles towards serving customers better. Recognition, Incentives and career advancement opportunities are also provided to act as boosters towards ensuring that staff have the right attitude and are sufficiently motivated towards improved performance and service delivery.

The/GTBankRwanda SERVICEMAG Dec 2016 - Feb 2017 35 www.gtbank.co.rw

ADVERTORIAL

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Setting Trends in Best Banking Customer Service in Rwanda An interview with I&M Bankâ&#x20AC;&#x2122;s Managing Director, Robin Bairstow Bairstow explained that I&M Bank has implemented a number of changes to ensure customer satisfaction. Below are some of the opinions he shared on improving service in the bank and the industry at large.

QN: How have you worked on improving customer service at I&M Bank Rwanda? Bairstow: Customer service within our bank is more of a journey as opposed to an event and we have done a lot in the past months to enhance it. After our decision to do more to improve customer service, we brought in an external consultant and took our staff through a learning process of the current art of service and built on what we already had. We also created an internal mechanism to record customer service issues; complaints and systems that could go wrong like Automated Teller Machines (ATMs) and mobile banking downtimes.

36 The SERVICEMAG Dec 2016 - Feb 2017

From a systemic point of view, today we can identify where we have issues or risks regarding customer service by interacting with clients physically, by telephone, email or social media. We track the complaints and compliments then we provide feedback to the customers. It also gives us an opportunity at the executive

Robin Bairstow Managing Director

ADVERTORIAL

Advertorial level to monitor customer service because customer service reports are now tabled in risk management meetings. QN: How important do you regard these reports in your risk management meetings? Bairstow: We see customer service as a systemic risk within the financial sector. Issues could range from slow turnaround times on loans to ATMs not working. We recently appointed a Head of Customer Service who sits at Head Office and has customer service representatives at all branches who ensure that we engage with customers and keep them happy. We have also gone a step further by holding focus group discussions with our customers and asked them for suggestions on how we could improve our services. We hope to implement the ideas they have given us early next year, this will make them our long term customers. QN: How else are you improving service within I&M Bank Rwanda? Bairstow: We have been running a campaign that we started during the Customer Service week in October. It will run until the end of December. We are committed to improving customer service. We have identified different bottlenecks such as long queues in branches which we have solved by having roving tellers who are called on

to operate at different branches when there are many clients to serve at a particular branch.

Secondly we have shifted some branches in order to make them more convenient to our clients.

QN: How has technology enabled the bankâ&#x20AC;&#x2122;s customer service to improve?

A good example is the new Kigali Heights branch that we have opened because we think it is going to be a new retail precinct that we want to be part of.

Bairstow: In this day and age, we donâ&#x20AC;&#x2122;t need to have people filling out a form; instead, they complain about poor service or compliment good service on social media. Access to information, speed of transactions and convenience has been greatly improved thanks to technology. We have invested in technology because people want us to serve them in an efficient and friendly manner. We have grown our ATM network, introduced mobile banking, mVISA, and push and pull with telecom companies among other products that have brought in more convenience for our clients. We are putting in place more off-site ATMs in residential areas so as to enable clients to access our services without necessarily coming to our branches. On top of that, next year, we shall change our core banking system, an investment in excess of US$ 5 million in technology to be able to take us to the next level. QN: Speaking of convenience, how accessible are your branches to clients? Bairstow: We have put our branches where it is convenient for customers and created more parking spaces for them.

Lastly, we will be launching the first digital banking hall in Rwanda soon where clients will be able to make deposits and withdrawals without a tellerâ&#x20AC;&#x2122;s presence, access information Online and connect with the bank and exchange foreign currency 24 hours a day, every day. QN: What sets I&M Bank apart as the best bank to work with? Bairstow: In the service industry, the differentiating factor is that once you get to a certain level, a lot of products become homogenous and what sets you apart is customer service. We received an award in August from a publication called Global Banking and Finance as the best customer service bank in Rwanda and we still embarked on improving our customer service because the reality is not what the publication thinks of us but the feedback we receive from our customers. Worth mentioning is that we now have an award system in place where our staff are nominated for exceptional customer service and this will be held every quarter with three winners each time. As a result, all our staff have adopted good service as their responsibility and ownership.

www.imbank.com/rwanda The SERVICEMAG Dec 2016 - Feb 2017 37

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Our Readers’ Comments on Banking in Rwanda

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I have an issue with loan management officers who mislead people (maybe expecting something) and so doing they discourage clients from doing businesses and deprive their employers of these transactions. I was ready for a mortgage with one bank, ready to sign myself up for a 15 year deal but this bank’s agents turned their back to me and in time I realized till i realised that “the deal” could bring to the bank double in interest of the loan I would have received and I gave it up. Samuel Mugwaneza

Twice I have withdrawn money from a BK ATM with a GTBank card and I have been charged 2,000 francs in addition to the usual 400frw. Can someone from BK or GTB explain please? Bench Kajyambere

I would like to request fellow clients to respect the queue and privacy of the clients at the counter. Bank staff and security should also be vigilant in enforcing these to protect their clients. We experience this in all Rwandan banks without any exception. Nelly Nkunda 38 The SERVICEMAG Dec 2016 - Feb 2017

I’m very happy with the cashiers and the branch manager of BK Pension Plaza. Most of them are smiling, willing to help and to find solutions. They make me feel special. If they got a briefing, they have done well, if it is natural, keep it up. Lyliose Nduhungirehe

I would like a discussion on interest rates and credit access problems especially the time it takes to get a loan, and maybe how the banking industry is evolving into a regional financial hub, with all the constraints and the stifling banking legislation. Emmanuel Murangira I am tired of the excuses and wastage of time from bankers. The following are common: 1. Sorry the network is slow 2. Come to the headquarters and we go through it (when you have asked for new check book via email). In addition, the front desk is often manned by young people who do not represent the bank. @YvanMunye

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Some banks do not have funds transfer forms, you have to write a letter requesting an electronic transfer or sometimes the client is told to withdraw the money and make the deposit in the other bank themselves. After a 20 minutes wait to get to the teller, before you can explain what you would like them, he/she will say “system is not working!” Why weren’t clients informed of that while they waited? Additionally, it takes 48 hours to credit an account post payment or more over the weekend, in other countries, there is no need to wait. Nathalie Bonte

The Our

TWEETS

cashless infrastructure fails more than it works, and they charge us for using it. And banks here do not invest in improving it.

banks need sufficient real estate to provide bigger banking halls. Most have one big banking hall, which is at Headquarters and the rest of the branches are pocket-sized.

by charging for cashless moves the banks would like clients to go to other branches, then they should provide big enough branches in more locations.

thought that by getting only a corner shop for a branch, the banks were encouraging us to be cashless. Well then, why do they sap our money with fees?

anking in RW is neither here nor there. Your branches could all fit in the back of a pickup, that doesn’t show any commitment to the market.

Why

can’t banks hire enough staff to operate all the tills? To me, that shows a lack of seriousness about banking in Rwanda. It is disheartening.

If It

daily failures of your ATM network are common place, then customer satisfaction is unimportant to you.

is rare that one needs to go to the post office anymore. I hope the same thing happens to banks. Finances should become independent of banks. @DayoNtwari

The SERVICEMAG Dec 2016 - Feb 2017 39

UMUTESI JEANNE d’ARC Keeping

Bank Customers Smiling UMUTESI Jeanne d’Arc (56), also known by her friends as “Bisubizo” (loosely translated to mean ‘problem solver’), works as Customer Care Supervisor I&M Bank Kigali. She joined the bank’s Operations Department, then BCR in 2000. As a result of her skill handling customers, she was recommended to Customer Care in 2006.

or almost a decade now, Umutesi has joyfully served the bank’s customers; to say she loves it is an understatement, actually, she considers it second nature. In fact she believes that to be a good customer care service provider, one has got to have a friendly personality. She is passionate about seeing clients fully satisfied and enjoys solving their problems, answering queries and communicating with customers. Umutesi starts her day in prayer; her love for God and communing with Him are so important to her, it takes first place. After taking care of her spiritual health, she then takes care of her physical health by exercising and then has breakfast. She is at the bank by 7.45am every day and starts off the day with a meeting with colleagues to plan for the day. When the bank opens, she takes care of queries coming to her desk and also checks in on the banking hall to ensure that customers are directed to 40 The SERVICEMAG Dec 2016 - Feb 2017

the services they require. And so the morning goes; after a short lunch break, she focuses on resolving issues raised by customers until the bank closes at 6pm. She then makes a report to her bosses (Customer Care Manager and Chief of Operations and Internal services). Umutesi leaves the bank at 8pm. Part of her daily responsibilities include answering customer queries on account opening, cash deposits or withdrawals, renewing ATM and other Cards, PIN issues, cheque book requests, manual and electronic transfers, information on types of loans to mention but a few. Like any other banking job, the end of month and end of year are the busiest periods for Umutesi at work, dealing with numerous transfers and salaries. Customer satisfaction is her main goal and this includes giving clients full information according to their requests by answering calls promptly, resolving counter queries immediately, and

responding to written enquires as fast as possible. She would like to ensure that all customer complaints are handled to the customer’s satisfaction. Umutesi also considers customer input of vital importance and actively seeks to hear suggestions from customers on how they would like to be served better. In all dealings with customers, she aims to provide a friendly and helpful service. Umutesi’s advice to any one desiring to join the customer service career is to make sure that they love dealing with people and enjoy serving. She believes that one’s personality determines whether they will do well in a service career or not. Secondly, she points out that one must be a very patient person. As a widow, mother of 4 and grandmother of 3, Umutesi loves to spend time with her children and granddaughters. She also enjoys spending time with friends and loves music, dancing and exercising.

FRUSTRATIONS

OUR FRUSTRATIONS MTN Rwandacell I wonder if anyone else has had the same experience with MTN Rwandacell. I loaded 20.000 Rwf credit and by the next day I was left with 86 Rwf without making any calls. This is unbelievably crazy and it is more than ripping off . Please kindly make sure you check your consumption on air time. Salim Abdulgani

SACCO There is this Sacco near Matutina-Kabeza-Remera below the market and Kaizen. It is a nightmare! I was advised to apply for a water tank which I did (although with difficulties imposed by that Sacco). I submitted the complete dossier close to 3 months ago. Whenever I check on it I am given the excuse that they are still processing ...I don’t know what!! I am told they do this all the time until people give up. Neza Nelly

STAR MEDIA Does STAR MEDIA care to satisfy clients? Are they happy with the way they work or is it a strategy to swindle people? After paying for a monthly package, I spent the month complaining to them that I did not get the package I had paid for but received no response from them. All they seem to care for is the monthly pay. Ingabire Nellie

MOBILE TELECOM OPERATORS Unfair advertising includes but is not limited to texting non-informative, untrue and unconsented sms to subscribers by mobile telecom operators. These automated messages sent by local companies have been disturbing mobile users for some time. Normally, if a company needs to advertise some of its products it can use ‘opt-in’ and ‘opt-out’ mechanisms to avoid disturbing customers/users who do not want to receive the ads and to let other make the informed choices. Moreover, the sms are too many and users take their time to check and delete. Protogène Dusabe

MONACO CAFFEE I was very disappointed when I took my child to play at T2000 Monaco place. The rules of the playground are that both children and parents should take off their shoes before entering. We left our shoes behind only to find mine stolen. I left without shoes but thankfully I had a car downstairs. All the manager could say was ...we will inform you in case someone returns them. All my other plans for the day were messed up. I can’t believe one can’t go an extra mile to keep a customer. What a shame! With such rules, they must put in place more secure storage facilities just like supermarkets. Keisha Edx

Airtel I have been receiving unnecessary messages on my Airtel line through a code 325, I find it disturbing and it keeps deducting my credit. Airtel please help me unsubscribe, the notifications are inconveniencing me. Alex M Gasana

The SERVICEMAG Dec 2016 - Feb 2017 41

WATAMU TRAVEL HAVE YOUR SAY

By Rayhab Gachango

Watamu is located North of Mombasa town along the Indian Ocean coast of Kenya. Watamu is a small town and it lives up to its Swahili name Watamu- ‘a home of sweet people’. I was also told that the name Watamu was also derived from the slave trade era when Arab slavers used sweets to entice the local people with sweets, then capture them to sell them as slaves. We were staying at a Lodge named Saba Saba Lodge which is in the heart of Watamu. Saba Saba sort of looks like a small white castle. Saba Saba lodge is a beautiful place with an open plan lounge, decorated Swahili furniture, with African touches all around including the paintings all around the lounge and the décor in the rooms. The Lodge has nine rooms which all have different designs and most are ensuite. My first surprise was that my bed was made out of stone. It was pretty comfortable though! There is a pool in the beautiful garden surrounded by tropical trees and flowers. That pool and I were pretty good friends during my visit as it was a great place to cool off and just float away, leaving all my troubles behind. It was also a great place to catch up on my reading as there were sunbeds next to the pool. Next to the pool is a bar where one could get a cold drink to cool down. On the first day we went to the love islands. There is incredible marine life in the water including baby octopuses, shells and starfish of different types and colours. We swam in the warm pools of water for hours. We also got to do some sand scrubs – where you use the sand as a scrub and let the sea water heal your skin. The islands get their names because apparently, lovers would come to swim in the little pools and then climb up the islands for some privacy. One of the islands where we went to sit has a sort of cove, where lovers might stay in the shade and have a romantic moment.

The islands get their names because apparently, lovers would come to swim in the little pools and then climb up the islands.

Watamu Marine Park and Reserve.

One of the most beautiful places I have ever been in my life, was the Watamu Marine Park and Reserve. This internationally renowned place managed by the KWS managed park has protected coral gardens, rich marine life which includes Whale Sharks, Manta Rays and Sea Turtles. There are so many things to do including kite surfing, wind surfing, kayaking, water surfing, snorkeling and glass bottomed tours.You can also into the open sea for exploration boat rides and scuba diving tours. When we reached the place where we were to snorkel we watched in fascination as the crew threw boat crumbs and all over a sudden there were beautiful fishes of different colours and sizes in the water. As soon as the bread crumbs were over the fish were gone. This happened repeatedly. I have never snorkeled before and this was my first time. It was amazing to be underwater, watching the beautiful sea creatures fight to get some food when the bread was thrown in. We swam around the boat, looking at the different fishes. Just as we were getting the hang of it we had to leave. But it is definitely one of those things I loved and must do again.

42 The SERVICEMAG Dec 2016 - Feb 2017

This was one busy day and the boat went from the deep sea to a shallow spot where for around 45 minutes we would swim and play in the water. The water was warm, with pure white sand and blue water that was mid-thigh. We then sailed to Mida Creek for lunch. Mida Creek is a saline lagoon that merges with a mangrove forest. It is a breeding ground for fish, home to various birds, and it is also a reserve for aquatic flora and fauna. There is also a board walk where one can take a guided tour, and which provides a magnificent view across the creek or take the canoe ride which is what my friends did. Our delicious lunch was made up of prawns, chicken, mchele nazi and viazi. Depending on what you negotiate you can get seafood like lobster and octopus. But our coastal hosts were generous and the food vendors gave us a few bits of pweza (octopus) and lobster to share. The food was fresh, tasty and yummy. It was worth every shilling. We were then given an options on whether to go a canoe ride through the creek to see the mangrove forest. After having such a good day it was sad that it had to end and we went back to Watamu. Our crew members sang to us in Swahili. They used their make shift drums to sing us some Swahili tunes including Jambo Mbawa. We started dancing chakacha and having as we sang along to the songs. It was the perfect end to a great evening.

Arabuko Sokoke Forest Reserve

If you love bird watching then the Arabuko Sokoke Forest Reserve is the place to go. This is a habitat for rare and endangered mammals and birds. There is also flora and fauna used by the locals for herbal remedies and timber.You can also check out the butterfly fam located within the forest. Watamu is one of those destinations which once you sample you must go back. There is a reason it is one of the favourite destinations for tourists from around the world.You can take a bus to get there from Nairobi or take a flight to Malindi or Mombasa then come down by taxi, or tuk tuk. Whichever way you choose to get there, make sure you visit Watamu to get the utamu of this lovely coastal destination.

Gede Ruins

On the last day some of my friends went to Gede ruins which are not far from Watamu. Gede was an international trading post. It features the lost civilization that lasted from the 14th to 17th centuries. Gede Ruins are managed by the National Museums of Kenya. There is also an adjacent indigenous forest which was a sacred site for traditional rituals and sacrifices by communities living in the area. There are Giriama traditional dancers to entertain visitors. There is a Snake Park open to the public that features the largest collection of snakes in East Africa.

Other things people can do in Watamu: Sardinia 2

This a private club located in the marine park. One can make arrangements to take a boat ride from here to go spot dolphins or even swim with them.

www.magicalkenya.com

Things we did during the festival: Visiting Old Town

Lamu Festival By Rayhab Gachango

When opportunity knocks, you have to decide whether to jump at the chance. I had never been to Lamu before so I went there with my heart wide open to soak in the experience and let my senses explore these islands I have had at top of my bucket list. The main tourist destinations are the main Lamu island, and Shela town on Manda Island, Kipungani and Kizingo island. Lamu has options for all types of traveller from budget to luxury, to self catering and also if you plan to stay a while you can hire a house. Lamu is magical and charming in its own way. It has long white sandy beaches, turquoise waters, rolling sandy dunes and lush mangrove forests. It is no wonder it has been a favourite place for both trade and leisure for a long time. It has a rich history and Lamu Old Town is a UNESCO World Heritage site. Lamu was an important trading, religious and cultural center in East Africa. It has been continuously been inhabited for over 700 years unlike some of the other Swahili settlements along the coast. The architecture has influences from Bantu, Arabic, Persian, Indian and European building styles. The Lamu Food Festival is hosted by the Lamu government. It is a celebration of Swahili cuisine and culture. There was a lot on offer including sunset dhow rides, cooking lessons, musical performances, tours, hunger games (food related contests), a chance to practice yoga, exhibitions and a chance to explore Lamu’s historical sites. The county had partnered with some hotels to give discounts and we had a chance to sample some street food as we listened to taarab and traditional music. Lamu has a couple of festivals including the yoga festival, the Lamu cultural festival and the Kite festival. There are many reasons to visit Lamu including the sandy white beaches, the amazing architecture, the fresh sea food, and a chance to take a tour of the historical sites and look at the amazing Lamu doors that have interesting designs. Lamu is not for those seeking a fast, busy holiday. Its best suited for the sun worshipper who wants to take things easy as they explore the beautiful islands, watch the magnificent sunrises and sunsets, and relax by the sea. For foodies the fresh seafood and sauces are bound to delight the tongue and leave one asking for a second or third helping.

We visited Old Town Lamu which is built with coral stone, lime and mangrove poles with elaborately curved wooden doors that gives the houses a distinct look. The beautiful doors some with elaborate decorations were some of my favourite things to look at during our tours.

Henna

Manda Bay

Body art has been around for hundreds of years and women have used it as a beauty aid for a long time. I am a sucker for henna designs so we made sure we had time to get some designs done.You can ask around and you will not miss somebody to do it.

Dhow cruise

TRAVEL

Visit Manda’s bay floating bar where one can get a drink, or go fishing. My friends went there for a drink and also for a chance to jump off the boat into the water. I didn’t get to go there (lost opportunity) but it is on my list of things to do on my next trip. Visit the ruins of Takwa. On Manda Island there are coral stone ruins that once were Kenya’s coast largest settlements. The town was abandoned in the 17th century. The reason is unclear but it is probable that it was because of lack of fresh water on the island.

Accommodation

Try some Swahili food

Traditional cooks and street food vendors set up points along the seafront where one could buy some food. The cuisine of Lamu has been influenced by different cultures. Some of the popular dishes include curries, biryanis, coconut rice and snacks like viazi karai with ukwaju sauce, sasomas and kebabs. The food is flavoured with spices like pepper, cinnamon, cloves, and also fresh coconut milk is used in different foods to give them a distint flavour. I also got my first taste of cold ukwaju juice and I have to say it was a great experience to try something and fall in love with it.

At around 5 we went on a dhow cruise. We went around some of the islands, looking at the beautiful houses. We had a chance to swim and play in the warm blue waters. The Dhow cruise take you beyond Lamu town, into the surrounding islands, where one can see ancient ruins and you can see from a distance the exclusive resorts on some islands like Manda, and Pate.

Nightlife

Fresh Seafood market

On Saturday we had breakfast at the hotel, then left for our second hotel. After settling in we went on a tour of old town, and passed by the oldest mosque in Lamu. We also managed to visit the fish market where we got to choose the meal for our dhow cruise. If you would like to get some fresh sea food, then that is the place to go.

Buying silver

During the night there were activities taking place in Lamu Town including cultural dances and we also got to sample part of the night life. When we returned to our hotel we found a night fisherman fishing with a rod. We got a chance to watch him do it and try it also.

Other things to do in Lamu: The Lamu Conservation Trust is a great place to see some wildlife. There are jewelry shops where one can buy silver jewelry and have it resized if it’s too big.

This is community conservation initiative that conserves the indigenous cultures, wildlife and marine ecologies of the Kenyan Coast.

Like wandering nomads, we stayed at different hotels. A highlight was the Lamu Palace Hotel which resembles a palace with its large open spaces and tall pillars forming arches. The Hotel is located on the seafront which made it the perfect place to watch the sunrise or sunset on the day beds. The hotel is one of the best hotels in Lamu and comes equipped with all the comforts a guest might need. The rooms were furnished and decorated in antique Lamu style. Bahari hotel is a boutique hotel with five double en-suite bedrooms located on the Shela Ocean front. It is a great place to stay if you are looking for reasonable accommodation and great food. It is located on the seafront and the terrace downstairs was a great place to look out into at the sea. We also stayed at the Moon House which is just next to Bahari Hotel. The Moonhouses have different residences and you can choose which one you would like to stay at. They have some exclusive rooms including one called Betty’s suite which has its own swimming pool. The bedroom had a double bed and shuttered doors that opened up to a balcony. It was my first visit to Lamu but not my last. Lamu is a great place to spend a couple of days. It is a place where one can reflect, take it easy and spend a few days just lazying around and rejuvenating the mind and body. The Lamu Cultural festival gives you a chance to experience Lamu at its best. Welcome to Lamu the island of festivals.

www.magicalkenya.com

The SERVICEMAG Dec 2016 - Feb 2017 43

ADVERTORIAL

MORE GOOD NEWS FROM CIMERWA WITH NEW DURABLE PACKAGING FOR ALL PRODUCTS

CIMERWA

R w a n d a’s o n l y integrated cement producer, is once again delivering good news to its cement buyers. The paper packaging has been replaced with extremely durable and strong Woven polypropylene bags (also known as WPP bags). The local cement company has been working with authorities to ensure that the new packaging, designed to protect Rwandan cement users from loss through damage to the paper bags, complies with Rwanda’s environmental guidelines. Woven polypropylene bags are especially designed to overcome all daily challenges that face CIMERWA customers both retailers and end- users. From the factory to the user loading bags from their purchase point to off loading at the site of use, these new bags will ensure the cement remains intact through the transitions. It is very strong and extremely durable, and capable of carrying well over fifty pounds without any damages. The fabric is also extremely stable, rarely

will it rip or burst when dropped and it will not degrade when wet. “We have kept the same color and design of the bags. What we have done is change the material of the packaging to ensure that our customers & retailers can work with Rwanda’s finest cement without worrying about damage. We did this after receiving feedback from small to medium business owners who were losing a bag or two from time to time when we packaged in paper. They are loyal customers and are responsible for the success of CIMERWA. We always do what we can to assist them in their business. We strive to work to satisfy our local market and their specific requirements” Busi Legodi, Chief Executive Officer CIMERWA. In 30 years of existence, CIMERWA has participated in many community based activities such as the CIMERWA Health Clinic for the population of Bugarama and the CIMERWA school has over 500 scholars today. CIMERWA has also just ended it’s largest promotion ever that

saw over Rwf 70,000,000 worth of cash prizes, goods and 2 Hilux Pick-ups offered to buyers of CIMERWA cement. “Our customers & communities are always at the center of everything we do. Whether it is sharing success with our customers through our Buy, Build & Win promotion or educating the youth to enhance their skills in this sector, we care about them. This is the same case for all business - small, medium or large. We are about their profit and loss and this is why we have made a huge investment in these new bags so they never have to lose a bag of cement unnecessarily again.” Said Jovith Maridadi, Head of Sales & Distribution, CIMERWA. CIMERWA strives to build Rwanda with premium cement, Made in Rwanda for Rwanda. The new bags of cement are already available in the market. Call CIMERWA’s toll free number on 3222 to find out more about how you can order Rwanda’s finest cement.

www.cimerwa.rw .:. i nfo@cimerwa.rw .:. sales@cimerwa.rw 44 The SERVICEMAG Dec 2016 - Feb 2017

THE POWER OF EDUCATION By Edwin Sabuhoro The power of education cannot be underestimated and if you are in business or employ some people consider investing in your own and their education. It will make you better and will have implications on your business. Here is what education does and the benefits that will accrue to your business when you value education.

ducation changes nations, societies and communities. It changes people and individuals. It is an important ingredient for businesses and industries to grow. Education is not only important at school but it needs to continue on the job. Think of all the innovations that have changed the world, they all started with people thinking deeper, engaging an inquisitive mind, wondering about what would happen if things were done differently. Education gives us the confidence to take on risks and bigger tasks. Education makes us human, makes us think deeper and helps us question things and reason. It enables us to agree or disagree, to be innovative and to keep up with evolutional trends, Education exposes us to the world outside our homes, communities, societies and helps us appreciate others. It helps us build understanding of ourselves, our cultures and what makes each of us special and unique. Education helps us to listen to others, be productive, to know how to do better, to accept that learning never ends; education should therefore be a continuous engagement. It gives us the ability to work with others, to know that you can learn something from someone no matter what and helps to remove barriers, achieve the unachievable, think beyond the horizon and realize the potential within us and most of all to humble ourselves and be able to learn - and that is the pinnacle of life. For our nations, industries to grow sustainably, we need a well trained workforce. With this, we will be assured that no one will be left behind from a family level to a national level. If you are knowledgeable about something, share your knowledge with others and learn from others, that way we will be educated and educate others and spread the desire to be educated. The author is the CEO at Rwanda Eco-tours sabuhoro@yahoo.com

HAVE YOUR SAY

En tant que vendeur, êtes-vous un agresseur ou un séducteur? Par Jean-Pierre Lauzier

“

Pour convaincre un client, il existe deux approches: ....La seconde est l’approche séductrice qui a pour objectif de vous faire aimer dans un premier temps et de faire aimer vos produits ou services par la suite.

tant que vendeur, votre but est d’amener votre client à dire oui avec enthousiasme à une proposition de produits ou de services qui le laissait indifférent parce qu’initialement, cela ne lui semblait pas intéressant et attrayant. Votre rôle de vendeur consiste à faire valoir les avantages et les bénéfices de vos produits ou services que le client ne percevait pas avant de vous avoir rencontré. Pour ce faire, je vous propose une approche d’affaire séductrice qui vous permettra d’aider votre client à obtenir plus facilement et rapidement ce qu’il désire et de réaliser une vente gagnante qui répond aux intérêts de chacun.

que votre client peut retirer du produit en l’achetant. Pour ce faire, il est essentiel d’améliorer votre expertise en posant de nombreuses questions qui vont vous amener à mieux comprendre votre client et à lui proposer des solutions à haute valeur ajoutée.

Pour convaincre un client, il existe deux approches : la première est l’approche agressive qui consiste à vous faire insistant, à harceler et à répéter votre discours jusqu’à ce que votre client, exaspéré, finisse par acheter. La seconde est l’approche séductrice qui a pour objectif de vous faire aimer dans un premier temps et de faire aimer vos produits ou services par la suite. Évidemment, on privilégie la deuxième approche qui génère de meilleurs résultats.

Posez-vous la question suivante : achèteriez-vous vos propres produits/ services? Si vous répondez non, c’est que vous n’êtes pas séduit par votre produit. Comment pouvez-vous alors penser séduire les autres et le leur vendre?

Une séduction d’affaires se doit d’être toujours très professionnelle et très respectueuse. Pour séduire, il importe tout d’abord de soigner votre apparence. Puis, vous devez dégager une impression sincère de vouloir aider la personne en parlant d’abord des bénéfices uniques et spécifiques

“

46 The SERVICEMAG Sept - Nov 2016

La séduction doit venir également du produit que vous offrez. Ceci implique que vous devez constamment l’améliorer en écoutant vos clients sur ce qu’ils aiment et ce qu’ils n’apprécient pas. Ainsi, vous pourrez mieux comprendre leurs besoins évolutifs et leur offrir ce qui leur convient vraiment.

La réussite dans les ventes n’est pas due à un coup de chance, mais à des comportements, une attitude et une façon d’être. Vous connaîtrez le succès si vous choisissez de séduire vos clients selon ce que vous êtes et ce que vous offrez en terme de produits.

L’auteur est Conférencier, formateur, expert-conseil JPL Communications inc. info@jeanpierrelauzier.com www.jeanpierrelauzier.com

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DEPARTURE FROM KIGALI Depart from Kigali International Airport at 6:30am Arrive at the Musanze Airstrip at 7:00am

GORILLA TREKKING Head to the RDB Park for briefing at 7:00am Start Gorilla Trekking at 8:00 till 12:00pm

LUNCH & RETURN

Have Lunch at any of the beautiful hotels in Musanze 12:00pm -2:00pm Depart from Musanze Airstrip at 2:00pm for Kigali International Airport

Kigali International Airport, Main Terminal Building • P.O. Box 6619, Kigali, Rwanda • Tel: +250 (0) 280 280 600 Mob: +250 (0) 788 308 382 • www.akageraaviation.com

HAVE YOUR SAYMATTERS WELLBEING

Transforming

PROVIDER-PATIENT RELATIONSHIPS By Dr. Rachna Pande

Maya Angelou, the internationally renowned writer and civil rights activist, wrote, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”.

cknowledgment is a powerful tool that is simple and transformative by nature. When we acknowledge another person’s experience, we let them know that they matter and that we care about them. As health care providers, we need to acknowledge our patients for who they are and the struggles they are facing amid their health care challenges. Being acknowledged is something they will never forget Acknowledgment is more than just saying, “Good morning,” or casually asking the patient how they are feeling. It is a way of validating another person’s feelings, with practice it becomes an art of human connection. Let’s take the example of a patient who has a complaint about the care they are receiving. Start by sitting with them and try not to be in a hurry. Patients can sense when you are truly interested in what they have to say. Prepare yourself to listen deeply to their words. Get inside their story; consider what they must be feeling given their experience and health 4848The The SERVICEMAG SERVICEMAG Dec Dec 2016 2016 - Feb - Feb 2017 2017

complications. Try not to defend yourself or your colleagues – simply listen. The act of listening and remaining open to the patient shows generosity and allows the person to feel understood. Don’t be hesitant to demonstrate care and compassion. It is easy enough to provide lip service. Help them to believe that their words and feelings are valued. This is the part they will remember about you and the service you provided. They will remember the person who, amid their hectic schedules and clinical responsibilities, slowed down just long enough to show that they cared. Empathy is the keystone of acknowledgment. Spend less time focusing on your agenda and more of your energy on what matters most to the person across from you. Take the time to build a connection. Ask yourself: How would I feel in the same scenario and experience? Take a moment to understand the frustration they must be feeling and ask them what their immediate need is. You may be surprised

to see that as patients feel welcomed and respected, they will offer you their own solutions. Lastly, thank them for being open with you and be clear how you will follow up about the necessary fixes to the problem. It takes courage to freely communicate one’s story, so be sure to show gratitude for their honesty. Keep your word about when and how you will be back in touch with them. This is the last greatest gift of acknowledgment: the idea that their welfare is important enough that you took the additional time needed to make sure their experience improved. Acknowledgment is foundational to patient satisfaction. If we want to improve the standards of health care delivery, acknowledgment is a wonderful place to start. Dr. Rachna Pande – Internal Medicine Specialist, Butaro Hospital E-mail: rachna212002@yahoo.co.uk

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HAVE YOUR SAY TRAVEL

KENYA When you visit

Eight must-dos

LY N E T T E Credit:

I was invited by the Kenya Marketing Board, together with several travel writers from over twentyfive countries to experience the finest tourism offers Kenya has. We were privileged to visit Nairobi and the south coast of Kenya. Though I have been to these two cities several times, it was wonderful to do different activities. Here below are the highlights of my travel experience.

BOTHA

By Sandra Idoussou

1. Nairobi National Park

2. Giraffe Centre, Nairobi

I have never been to a national park located right in the middle of a vibrant city like Nairobi. What a wonderful experience it was seeing the big five (except the elephant) with a background of skyscrapers of modern Nairobi city.

This was my first experience visiting orphaned giraffes, feeding and kissing Stacy, one of them.

The Nairobi National Park, 113 sq kms of plains, cliffs and forest is home to large herds of Zebra, Wildebeest, Buffalo, Giraffe, Rhino, Cheetah. A large number of Lions are all found here, living wild within 20 minutes of the centre of town. 50 The SERVICEMAG Dec 2016 - Feb 2017

and get close to seeing how they use their long, prehensile tongues to remove leaves from prickly acacia branches.

3. Running with Kenya’s The AFEW (African Fund for Endangered Marathon Champions Wildlife) Giraffe Centre is located just outside Nairobi and has been ostensibly set up as a breeding centre for the endangered Rothschild giraffe. It now operates conservation/education programs for Kenyan school children. It was awesome to hand feed the giraffes

What an honour to run, walk and jog at the Arboretum, only 3km from the city centre, with some of Kenya’s award winning athletes in Nairobi’s few remaining green spaces with shaded walkways, picnic lawns and jogging trails. The Arboretum is a forest conservation

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area that holds over 350 tree species and is home to over 100 resident and migrant birds.

caressed by glittering, turquoise water, Diani Beach had all ingredients for a perfect adrenaline-packed-fun holiday.

4. Elephants’ Sanctuary

6. Diving in the Kisite Mpunguti Marine Reserve

The Sheldrick Elephant Orphanage is located near Nairobi National Park. This orphanage for Elephant Calves was founded and is still managed by Daphne Sheldrick, the widow of one of Kenya’s best known Game Wardens David Sheldrick. The centre is opened to the public each morning (11am-12pm) and offers exclusive interaction with the elephants while they are being bottle-fed with milk. The orphaned elephants are brought here from all over the country, they receive specialized treatment from highly dedicated staff before being reintroduced to wild herds.

5. Water Sports Activities in Diani If you love an adrenaline rush, then jet skying, kayaking, wind surfing, scuba diving will be excellent choices for you too. Swaying palms and soft, white sand

South of Mombasa, there are dive sites along the coast from Tiwi south to Shimoni; the best sites are centred around Kisiite Mpunguti Marine Reserve. This was a good deep dive with strong tidal currents which allow drifts through spectacular coral, snapper, barracuda, rare zebra sharks and massive Napoleon wrasse. There were plenty of large, tame shoals to be found here, with average dive depth of around 12 metres.

7. Bathing with Dolphins From unexplored sites to easily accessible undersea gardens of coral, schools of friendly dolphins to breaching whales, to endangered turtles, incredible caves to mysterious wrecks, bathing with these dolphins was exhilarating.

8. Shimba Hills Lodge The Shimba Hills Lodge is the only ‘tree lodge’ within Kenya’s Coastal rain forest. It is an award winning design built in 1986 and an excellent alternative for game and bird watching. The luxurious construction and the emphasis on natural materials give it a warm and relaxing interior for a perfect honeymoon destination. Kenya’s rich diversity of tourism offers ensure that no two experiences are ever the same. In a single trip to Kenya, one can visit tropical forests, beautiful beaches, and deserts, climb mountains and explore the wild. In Kenya, it is possible to plan a safari that blends adventure and relaxation, luxury and natural simplicity, social experiences and solitude. Make Kenya destination!

your

vacation

sidossou@theservicemag.com

Plunging below the surface we discovered a new kind of safari- the world’s finest scuba safari.

The SERVICEMAG Dec 2016 - Feb 2017 51

WOW!

THEY WOWED US ECOBANK

SUNDOWNER

Today all my love and appreciation goes to Constance, the Branch Manager at Ecobank in Kisimenti. I was pissed, annoyed and quite desperate following up one of my claims. She handled it like a boss and by the end of the day the situation was resolved. At the beginning of the day I was ready to march into Ecobank HQ and make noise but Constance’s tenacity and actual delivery made me forget the entire thing happened. Giving props where they are due! Ange RK

My goodness, has any of you tried the buffet at Sundowner? People should come here and “see for themselves” and share their feedback. Thanks Isaac Kirenzi for telling me about this. Frea Frea, good job you guys! Allan Nash Bish

ZENORA WELLNESS CENTER I wanted to share with you all the wonderful experience I had recently at Zenora.

LEMIGO HOTEL, 4 STAR HOTEL BUT EARNS 5 STARS SERVICE “If the Rwandan hospitality industry was high school, Lemigo would be the kid that sits near the front of the class, listens and actually does the homework. It might not be considered a 5 star hotel but Lemigo Hotel earns 5 stars in my view for service, friendliness and caring. Room: Very big and spacious. Comes with AC which I’ve learnt is quite rare in Kigali. Huge bed! The lighting system took me a few seconds to figure out but there were an ample number of outlets for my electronics. The hotel provides an iron and ironing board as well. (You’d think that comes standard but I’ve stayed at 2 other hotels in Kigali and found ironing boards to be a rare commodity). Facilities: Lemigo is very much a conference hotel and has a number of large conference rooms. Facilities are clean and bright. Service: The front desk was very responsive to my requests even sending a technician up when I couldn’t figure out how to get hot water. I suggest they provide an instruction sheet. The doormen/porters were attentive but not intrusive and the Lemigo chef makes some of the best croissants I’ve tasted outside of Paris.” Abena

52 The SERVICEMAG Dec 2016 - Feb 2017

I needed a break and decided to get a massage. It was my second visit there but from the welcome to the farewell, they took care of me and my broken body perfectly. I have opted for a hot stone massage despite my fear of being burned (already happened to me once) and the masseuse, Jane, was really careful. She managed to help me to relax me with a lot of psychology and kindness. It was a special treat I really needed! Let me use this platform to thank Zenora and its team for their wonderful service and their continuous improvement! Truly appreciated and duly recommended! Nelly Nkunda

LE MEILLEUR SPA QUE J’AI FRÉQUENT Je me suis rendue à Healing SPA situé à Kibagabaga pour un simple massage. Une amie me l’avait recommandé car on l’avait aidé à perdre quelques kilos de plus. J’y suis allée, et quelle ne fut ma surprise de constater que ce qu’elle m’avait dit, était totalement vrai. L’ambiance est chaleureuse et accueillante, sans parler de la propriétaire Tina qui est experte dans son domaine. J’ai donc commencé par un massage simple que j’ai tellement aimé. Ensuite j’ai fait une autre séance

WOW!

d’amincissement où on est plongé dans une couverture qui produit de l’énergie qui brûle la graisse stockée. Depuis lors, j’ai perdu 5 kgs en combinant avec un régime. La chose qui m’a le plus touchée est la façon dont les employées travaillent malgré l’absence de leur patronne. Ce qui est vraiment rare ici au Rwanda. Je vous félicite Healing SPA, continuez ainsi.

BANK OF KIGALI On Sunday Night I logged onto my Bank of Kigali Account (electronic banking) and realized that there was a transaction of RWF117 000 (One Hundred and Seventeen thousand) that was debited from my account on 3rd Oct and I suspected that I was unaware of making any payments or withdrawing cash on that date. I recalled that while at a Duty Free Shop in Istanbul on 2nd Oct, I tried to swipe my Bank card while shopping, but was told that the transaction was denied so I paid cash. I got in touch with Rose Ngabire (the Bank of Kigali Marketing & Communication Manager) as I luckily had her business card and explained my case to her; all she asked was to email her my Banking Details (Account & Card Number) and that they would look into it. The next day before noon I received a call from a Mr. Jean Claude (Bank of Kigali Electronic Banking Department) and was told that my money had been reversed onto my account. I thank the whole team at the Bank of Kigali for not only handling this with a touch of professionalism BUT with a great sense of urgency. EL Maestro Africano

I bought an item online, then I wrote a fair review of the product. I gave it 3.5/5 and highlighted a few elements that the company could improve on the product. Here’s a message I got from them: ----------------------------------------Dear Oliver, Thanks for your reply. Our company aims at providing the high standard customer service and fantastic shopping experience to every customer. We would like to offer the opportunity to try out another one of our items. If you are interested, we would like to send you a new one free of charge, in light of the inconveniences presented here. Would this be acceptable to you? If you are interested in other models, please feel free to contact us. We know you had a somewhat unpleasant shopping experience with us, could you please give us a chance to make it up for you? Could you please let us know what else we can do to make you a satisfied customer? We will try our best to make it. We look forward to hearing from you soon. Best regards, Irene - Customer Service -----------------------------------------I dream of a Rwanda with such customer service. Oliver Christly Ngoga

UAP I’d like to appreciate the UAP insurance agent at La Croix du Sud Gishushu for his incredible service. This guy is the representation of good customer service! David Nyasha

KIGALI CITY AUTHORITIES When a Resident tweets the City Authorities about a pothole and gets a response 15min later, “Thank you for the information. Our team is heading there right now.” What do you call that? I call it development and using social media to improve services to citizens. Sandra Idossou

The SERVICEMAG Dec 2016 - Feb 2017 53

54 The SERVICEMAG Dec 2016 - Feb 2017

HAVE YOUR SAY

TO BE A GREAT SERVICE PROVIDER, YOU NEED A DAILY MOTIVATION

Knowledge is Power

PICTORIAL

MD Sanjeev Anand, Deputy CEO Konde Bugingo together with BPR staff celebrating customer service week

Head of Corporate and Business Eric Rutabana, head of Marketing & Communications Prossie Kalisa, Head of Retails sales and products Jean Paul Muramira and marketing staff posing after receiving the trophy as the best overall exhibitor in customer service.

BPR staff posing together with exports in Rwanda.

Sanjeev Anand, Managing Director BPRpart of Atlas Mara delivering a speech during the Exporters event.

56 The SERVICEMAG Dec 2016 - Feb 2017

Guests and exporters who attended exporters event.

HAVEPICTORIAL YOUR SAY

Together We are Stronger Why do we walk? To Celebrate Survivors To Honor the Departed To Support the Fighters Every step we take in solidarity & unity

Affirms our commitment to: Fight breast cancer through awareness, education and practicing early detection by all Rwandans by adopting BCIEAâ&#x20AC;&#x2122;s Motto: Ikunde - Love yourself Imenye - Know yourself Isuzumishe - Get checked

Over 500 participants attended Community Open Forum led by a panel of advocates, medical professionals, Community leaders, patients, survivors and youth; and Question/Answer Session. 200 Clinical Breast Exams were conducted; blood pressure checks and Diabetes Test was offered as requested. BCIEA would like to thank all its Sponsors, Supporters and all Participants in this important annual event. Kwisuzumisha Kare Niko Kwirinda Nyabyo. Early Detection Is the Best Protection.

The SERVICEMAG Dec 2016 - Feb 2017 57

FASHION

THE ART OF BALANCE By Efua Hagan

frican print can be busy and commonly feature many colors. Here are some fashion guidelines for men and women to consider when wearing African print that will bring taste and balance to your look. 1. Pair a busy print with a solid neutral to balance your look. Neutrals

are a chain of colors that can be matched to any other color and, to each other. Examples include beige, black, white, gray, dark blue, khaki, ivory, tan, brown, or dark blue. 2. Repeat one color. For instance if your shirt has purple and orange, match it with blue trousers.

3. A simple, effective way of wearing African print well is to break it with a solid color. This can be achieved if you wear the same print twice in different items, for example a bow tie and shoes for men, or a skirt and scarf for women. Complete this simple look by wearing solid white or neutral pieces.

Ladies medium clutch chain bag18000 rwf

Purse (leather) 9000 rwf

Ladies soft hand bag 35000 rwf

Earrings with bracelet 5000rwf

Quality (kitenge) fabrics from Ghana 6yds 30,000 rwf

Loafers unisex 19,500rwf

Irish Linen dress 55,000rwf

Quality Batik shirt 23000 rwf

Free dress 38,000rwf

Executive Irish linen shirts - 45,000 rwf All items and more can be found at J&J Exclusives Ltd

Email: gopokua1@yahoo.co.uk

Tel: + (250) 782 300 028

Address: Simba building, town centre.

58 The SERVICEMAG Dec 2016 - Feb 2017

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EFFI CI E NT PRINT P RODU C T ION

African Union Boulevard | P.O. Box 1600, Kigali-Rwanda Tel. +(250) 788 300 890 / 783 417 106 | E-mail. info@selectkalaos.com www.selectkalaos.com

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60 The SERVICEMAG Dec 2016 - Feb 2017