Steve waiting it out, as Associates fill-out evaluations of his customer training workshop.And the Bpeace customer service class began with a quick interactive discussion of the best and the worst of Rwandan service. We discussed the inconsistency of Rwandan's natural hospitality and desire to please with the absolute lack of any understanding of service . . ."It is not our culture and we must stop saying it is so as an excuse to late lunches and rude shop keepers!"
From Steve, "Our associates have a keen sense of what makes good and bad customer service. The challenge is for them to define it for themselves so that it supports their individual strategy and get the employees to support and even lead it. They have to avoid the trap to say that they will offer the best service, when the word doesn't mean anything."
In the days ahead, Steve will be conducting customer service intensives for our associates with each industry group: B2B, Tourism & Hospitality, Retail and Beauty Salons. In the meantime, it has been suggested that Bpeace take on the whole country's woes and offer country-wide training. None too soon as this weekend's New York Times has highlighted Rwanda as a future hip hot tourist destinatation and the team has noticed the Serena is filled with new tourists.
From Steve, "Our associates have a keen sense of what makes good and bad customer service. The challenge is for them to define it for themselves so that it supports their individual strategy and get the employees to support and even lead it. They have to avoid the trap to say that they will offer the best service, when the word doesn't mean anything."
In the days ahead, Steve will be conducting customer service intensives for our associates with each industry group: B2B, Tourism & Hospitality, Retail and Beauty Salons. In the meantime, it has been suggested that Bpeace take on the whole country's woes and offer country-wide training. None too soon as this weekend's New York Times has highlighted Rwanda as a future hip hot tourist destinatation and the team has noticed the Serena is filled with new tourists.
5 comments:
I can see it now. Steve in a jeep driving from village to village, spreading the good word. Townspeople running to greet him, waving flowers. The entire country lionizing him as the guru of customer service.
--Toni
Everyone loves Steve!
Sounds like a great way to start the class and it also sounds like they really get the need for great customer service. Steve, I love to read how you are working with them on this important aspect of creating a successful business.
Love,
Athena
Its so good to see all those familiar faces from both Rwanda and the States. Sounds as though you have fuller than full days and that you are getting alot done. Lots of beautiful shots of beauties at the beauty salons. WISH I could be there with you (both in Kigali and in a salon).
You should feel very accomplished. I know you are there with a pretty inspirational group. Loretta
Steve- Start the Rwandan Excellence movement!!!!
Hello guys,
As a native of this beautiful country now living in the States you make me wanna jump on a plane and join you in Kigali!
God bless you for the work well done.
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