The ServiceMag Issue 22

ISSUE 22: JUNE - AUG 2015

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Imitangire ya serivisi mu bigo nderabuzima

7 days 8 restaurants in Kigali

Vos communications incitent-elles les gens à passer à l'action?

FOCUS STORY:MTN Rwanda welcoming a new CEO SCAN TO VISIT OUR WEBSITE

Rwanda Social Security Board “Enhancing your quality of service everyday”

Connect withgreat convenienceNow you can pay on the go with Smartcash™ and Mpesa

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4 June-Aug 2015

In the last issue, the founder and former publisher of this magazine, Sandra Idossou, bid us farewell. According to Sandra, the idea of be-

coming a publisher had never crossed her mind. When I asked her what eventually changed her mind to venture into unfamiliar and fairly risky waters, her answer revealed the entrepreneurial spirit in her. From a mere idea borne out of a need to utilize her free time usefully, she started the service magazine working from her home. Five years on, this humble beginning has turned into one of the most widely read (5,000 copies) and respected magazines in the country. After 5 years at the helm of the mag-azine Sandra has passed on the baton. The new management wishes her success in her new endeavours.

The policy of the magazine has been to focus on promoting and raising awareness of customer service in Rwanda – an area that is critical to the development of the country as it distinguishes itself as a service hub and MICE (Meetings, Incentives, Conferences and Exhibitions) tourism desti-nation in Africa.While we are cognisant of the long and arduous journey ahead to get to the level of service delivery desired, and conscious of the business challenges faced by the print media in general and business magazines in particular, the new management believes in this policy and intends to maintain it and to raise the quality of the content and feel of the magazine to a higher level.

The new management brings on board people with illustrious careers and experience in business and government. Among our immediate plans are to change the magazine from a quarterly to a monthly publication beginning with the fourth quarter and to circulate it beyond the current two countries of Rwanda and Burundi.

As we embark on this journey with optimism buoyed up by an enthu-siastic team of professionals, we invite you to join us by sharing your business knowledge and experiences. For the business community, the ServiceMag is a great forum through which you can kill two birds with one stone by supporting the promotion of a quality service culture and introducing your products and services to thousands of our readers in the East African region. For those planning to invest in Rwanda and Bu-rundi there is no better medium to introduce your products and services.We invite you to engage with us.

FounderSandra Idossou: [email protected]

PublisherGerald Mpyisi: [email protected]

Online Editor:Simon Corden: [email protected]

Design & Layout:Conti-net Designs Ltd: [email protected]

English Editor:Aryantungyisa Otiti: [email protected]

Kinyarwanda Editor:Gaspard Habarurema: [email protected]

French Editor:Diana Ramarohetra: [email protected]

Marketing Consultants:Jean Paul Uwayezu: +250 788 781 562/ 788 746 [email protected]

Eva Gara: +250 782 029 803

Bea Umwiza: +250 788 304 226

Photography:High Media Studio: [email protected]

Contributors:Gerald Mpyisi, Sandra Idossou, Arnaud Nganji, Jean Pierre Lauzier, Gatete Thierry Kevin, Jerry O. Were, Thomas Oppong, Yinka Olaito, Hermann H. Cakpo, Gloria Ilibagiza, Eddie Heh, Dr. Rachna Pande, Efua Hagan

The following organizations supported us in producing this issue:Rwanda Social security Board (RSSB), Rwan-dair Airtel, MTN Rwanda, Aflink, Akagera Busi-ness Group, Akagera Aviation, Igihe, Bralirwa, Tigo

Disclaimer:The opinions, articles and photos in The Ser-vicemag & The Servicemag On-line do not nec-essarily reflect those of the editor, publishers or their agents.

While every care is taken to ensure the accu-racy in preparing this magazine, The Service-Mag assumes no responsibility in effects risen there from and cannot accept responsibility for accidental loss of errors in articles and pictures.

The ServiceMag RwandaTel: +250 788 781 562

email: [email protected]@theservicemag.comwww.theservicemag.com

KNOWLEDGE IS POWER

[email protected]

ICT8 approaches to handle critical on-line situation - 56

Plus...

Where we have been – 28

Hospitality Perspectives – 32

Youth Talk - 42

Have your say – 44

They wowed us – 47

Feature story -50

Fashion – 58

Pictorial – 60

ContentsSALES & MARKETINGWhat is a brand? - 16

Attirer beaucoup de clients qui désirent faire des affaires avec vous - 18

Vos communications incitent-elles les gens à passer à l’action? - 20

Les objections en vente : symptômes d’un mauvais focus - 22

Cover StoryRSSB: Enhancing your quality of ser-vice everyday - 24

BUSINESS MANAGEMENT4ways the cloud can help your busi-ness - 34

Corporate communication: 8 essen-tial demands - 36

Quel est le rôle de la formation au sein de votre entreprise? - 46

CUSTOMER SERVICECommitment is the difference be-tween Excellence and Mediocrity - 11

Imitangire ya serivisi mu bigo nder-abuzima - 12

Kunoza serivisi zo kwita ku bakiri-ya - 14

TSM Best Service Awards -52

At your service - 54

ADVERTORIALS

MTN Rwanda assures Rwandans on strong company growth - 6

Mr. Gunter Engling: the new MTN CEO - 9

YOUR HEALTH MATTERSImyitwarire 6 utagomba kugira iyo kuzamurwa mu ntera bitinze wari ubitegereje -40

Cervical spondylosis-health hazard of office workers -48

“A brand should strive to own a word

in the mind of the consumer.” Al Reis

and Laura Reis

Rwanda’s first woman Deputy Executive in Telecoms - 38

5June-Aug 2015

6 June-Aug 2015

ADVERTORIAL

Crystal Telecom, a subsid-iary of Crystal Ventures

Limited (CVL) recently an-nounced its sale of its MTN Rwanda shares in an Initial Public Offering (IPO).

This means that the Rwan-dan public now has a chance of investing in the blue-chip company, which has been op-erating in the Rwandan tele-com industry since 1998.

In an exclusive interview with The ServiceMag, Ebenezer As-ante, Chief Executive Officer of MTN Rwanda, explained why Crystal Telecom shares are a good buy for investors.“When you are buying shares, you are buying into the future of the business.

And how is the future of MTN Rwanda positioned if one may ask? You are able to tell the future from how MTN is positioned today and also in terms of how the country is positioned as far as how the industry you are buying into is concerned,” he explained.

He added that one is able to tell the future as far as the ability of the company to gen-erate cash because ultimate-ly as a shareholder, you get your dividend in cash.

“It’s not only profit but also the cash flow that matters.”“Where MTN stands today, we are in a very wonderful position,” he affirmed.

MTN Rwanda, being the old-est telecom in the market, commands the largest market share compared to its peers; Tigo and Airtel Rwanda.

The telecom commands about 60 per cent of the telecom market value with its sub-scriber base growing at a rate of eight per cent per year.

In terms of the portfolio of top-line revenue, Asante said with the market being made up of youth mostly, majority of them are using the internet and want an easy life in that they do not want to go to a particular place to queue for a long time before they get a small service.

“Majority are able to do a lot more things from their phones than they used to be-fore, which is good for our business,” he said.He noted that every aspect of the business that the young people depend on is growing by a minimum of around 30 per cent per year.“You can talk about value added services, internet or data services, mobile finan-cial services. You can even talk about the enterprise service for the young and upcoming where someone af-ter leaving the University of Rwanda decides to set up his/her own small business and needs a very simple software to run the business.”

The telecom’s last year finan-cials show that the compa-nies total revenue closed the year at Rwf 81.5 billion, with most (Rwf 49.2 billion) of it coming from the sale of Air-time, short text messages and subscriptions.

The company made Rwf 16.7 billion from selling data ser-

vices, a sustained growth from the Rwf 10.6 bil-lion recorded in 2013 and Rwf 8.3 billion in 2012.

Asante said they were also trying to control their operating expenses in order to ensure their shareholders enjoy larger profit margins.

“Generating revenue is one thing and spending it is another .You can generate all the growth that I have talked about and just waste it,” he noted.

“What we have managed to do over the period of the past two to three years, is to bring our costs under control. How we have been able to do it is in such a way that every single cost that we put out there, we make sure that it is gener-ating the right returns,” he explained.

Indeed, the financials showed that MTN Rwan-da’s total operating costs last year stood at Rwf 58.1 billion, down from Rwf 58.97 billion in 2013, with all aspects of the business, from intercon-nection and roaming fees to sales, distribution and marketing costs going down significantly during the year.

“So if our revenue is healthy and costs are un-der control, we are assured of profits, which is why we have been growing year on year,” con-cluded a confident Asante, after the IPO launch.

Over 272 million MTN Rwanda shares, owned by Crystal Telecom will be listed at the Rwanda Stock Exchange come the 17th of July, represent-ing 20 per cent of MTN Rwanda.

Going by the dividends the company has been paying to its shareholders, MTN Group and CVL over the years, the new shareholders should be assured of good returns.In April this year, the board of directors paid a cash dividend amounting to approximately Rwf 10.5 billion to all its shareholders, out of which CVL received 20 per cent.

This should not only make you, the investor only contemplate buying the shares but rush to your stock exchange broker now and invest!

6 June-Aug 2015

7June-Aug 2015 7June-Aug 2015

8 June-Aug 2015

By Gerald Mpyisi

I found Ebenezer in a re-laxed mood in his office

at the MTN Centre in Nyaru-tarama. Perhaps being a Fri-day he was dressed casually in a pair of blue jeans and a checkered shirt and shoes to match the jeans. This was a contrast to the corporate image that Ebenezer always presents.

Despite the casual mood it was business as usual - a brief but very warm welcome followed by ‘please take a seat my brother’. He certain-ly knows how to make one feel good and comfortable – unfortunately a rare and yet powerful quality in business. My mission was to interview him as the outgoing CEO of MTN Rwanda on behalf of the ServiceMag – a business magazine that focuses on customer service develop-ment in Rwanda. It was an opportunity for me to know the real Ebenezer.

Ebenezer’s surname is Asante and to those who speak Swa-hili know that Asante means ‘thank you’ and as such most people in this region prefer to call him by his surname. Ebenezer hails from the great Pan African, Kwame Nkrumah’s country – Ghana. After completing high school he attended a one year mil-itary service training before proceeding to the University of Ghana where he graduat-ed with a first class degree in Economics and Statistics.

Like what happens in most cases to this category he found himself teaching at the university. However, teach-ing wasn’t what he wanted to do and his stint at it came to an abrupt halt and instead joined the Central Bank of Ghana where he hoped to one day become its Gover-nor. His hopes were however dashed when he was advised by colleagues that to become a governor of the Central Bank required more than a first class degree. One need-ed to be politically connected, something he was convinced he did not have. It is this fail-ure to become a governor that inspired his next move – the private sector.

In 1995 he joined Unilever as a management trainee even-tually becoming the Commer-cial Director. His work took him to Zambia and India. In 2008 he joined MTN Gha-na where he was in charge of sales, customers and the business unit. In 2013 he was appointed as the CEO of MTN Rwanda, a position he is re-linquishing at the end of June 2015 to become the CEO of MTN Ghana.

At MTN Rwanda Ebenezer is credited with having turned the company around and is leaving behind a dedicated and motivated staff. While MTN Ghana is at least four times the size of MTN Rwan-da, Ebenezer believes MTN Rwanda has prepared him well for the challenge ahead.

On his experience and views of Rwanda he regrets that he never had time to enjoy the good things that the country offers – it was all about work. However, the story of Rwan-da, a country that has achieved great things from very little, has truly inspired him and he feels this story should be a lesson to other countries as well as individuals. In his own words, “No matter how humble one’s begin-ning has been mediocrity should not be ac-cepted.”

We wish Mr. Asante more success and hap-py times at MTN Ghana.

8 June-Aug 2015

By Gerald Mpyisi

ADVERTORIAL

9June-Aug 2015

By Gerald Mpyisi

Mr. Gunter Engling, a fi-nance professional, is

the man who has taken over from Ebenezer Asante as the CEO at MTN Rwanda. He hails from South Africa and has been with MTN for over 12 years. During these years Gunter has worked in South Africa, Nigeria and Ghana where he held senior posi-tions in the Finance Division rising to the position of Chief of Finance of MTN Ghana.

Mr. Engling has a passion for people and strongly believes that people are the core of any successful business. To-gether with his broad busi-ness experience stepping into the shoes of Ebenezer who has done a great job at MTN should be an effortless transition.

He however comes at a time of very stiff competition in the Telecoms market. Players are spending enormous re-sources trying to outdo each other in pricing, service qual-ity and diversifying prod-ucts. Despite this competition his landing has been made smooth as Ebenezer has laid a firm foundation based on diversification of relatively new revenue streams such as Mobile Money, VAS and data. Gunter will certainly build on this foundation and maintain the market share control that

MTN currently holds espe-cially on the voice front.

Mr. Engling brings to Rwan-da not only the skills and ex-perience he has gained while at MTN and at PwC where he worked prior to joining MTN, but also a wealth of other cultures having lived and worked in other countries such as Namibia, the Nether-lands and Saudi Arabia.

When asked what he knows about Rwanda, this is what he had to say. “My knowl-edge of Rwanda is expanding

on daily basis, the environ-ment is wonderful to live in and the people are extremely friendly. The bucket list in-cludes many attractions and will definitely comprise of the countryside sightseeing and visiting the famous mountain gorillas’. When time allows he enjoys a round of golf.

We welcome Mr. and Mrs. Engling and wish them good times in Rwanda.

9June-Aug 2015

ADVERTORIAL

10 June-Aug 2015

Please submit your comments and suggestions at [email protected] Ese mwakunze inyandiko tubagezaho? Turabasaba ngo muduhe ibitekerezo kuri [email protected]

READERSLetters

Happy 5th Anniversary to The ServiceMag.Alex

Thank you for putting in place the annual best and worst ser-vice provider’s awards. It makes companies aware that they are not alone in the market and see how they have been doing throughout the year. It’s a great initiative. Jean Claude

I have been reading The ServiceMag and I enjoy your Publish-er’s Note. I have just read the one on Self-discpline and I learnt a lot from it. I am trying to teach myself, trying to be a work hard, learning to manage time and be organized. Thank you for your encouragement. By Crista Uwase

ServiceMag, un magazine de très haute qualité avec un contenu très intéressant, vous faites du très bon boulot. Je vous félicite. Vous êtes les meilleurs. Pauline.

Dans le monde du business au Rwanda, vous êtes les seuls à publier un magazine avec un focus sur le service. Je vous suis depuis 5 ans et votre magazine a eu un très grand impact dans le secteur. Vous êtes les meilleurs. Keep it up. Chantal.

Turashimra Servicemag uburyo itugezaho ikinyamakuru cyiza kandi ikanabasha gukora ibarura ry’abakoze neza n’abakoze nabi. Turabakunda kandi tubari inyuma. Nathan.

Burya jyewe sinabona ivyo mvuga kuko murandenga, ibintu mukora si ikubikunda gusa ahubwo bibabamwo, tuzi neza ko bi-toroshye ariko turabashimira ko mudahwema kutugezaho ibintu byiza bihindura ubuzima bwacu binyuze mu nkuru mushyira mu kinyamakuru The servicemag. Charles

Rwandair, the airport security staff at Kigali International Air-port and the Bourbon Coffee staff at the airport!

LETTERS

I was traveling (BJM-NBO) alone with two small kids (a two-year old and a 10-month old), and under-standably very stressed about it. While on transit in Kigali, the airport staff literally treated me like roy-alty, the minute they realized I was alone, quickly made sure I was seated at the Bourbon Coffee Shop, and although I didn’t order anything from the café, the staff there let me borrow some kitchen utensils to use while feeding my babies, and even cleaned my babies’ cups and plates.

This was around the time the airport was being renovated, and moving around wasn’t easy. I don’t think I’m exaggerating if I say that at least three people volunteered to keep an eye on my kids while I went to use the washrooms. The kindness was overwhelming.

This was three years after I moved from Rwanda, and as someone who had lived there for eight years in the past, it felt like being in a new country. I remember President Kagame himself addressing the issue of customer service in the county, and The Service Mag’s starting a few years before I left. All I could thing was, “It works! Addressing the issue actually works!”

Well done, The Service Mag and Rwanda as a na-tion! Keep it up! I have no doubt it will keep spread-ing in all institutions and commercial branches in the country.

Danielle Mb. Mittag

10 June-Aug 2015

11June-Aug 2015

Obviously, making a commit-ment requires hard work and discipline. Before you make one, think carefully because it will obligate you to honour your promise to others and to yourself in secret.

Some commitments are very serious whereas some seem minor but in any case, com-mitment implies that one sticks to one’s word. If you promiseto call a customer, respond to anemail, resolve a complaint etc, you need to do so. In your job, if you have committed to be on time and strive to do your job well no matter how your colleagues do theirs, then do so every-day because commitment is binding yourself intellectu-ally and emotionally to your actions.

Commitment shows how seri-ous you are. It is a trait that you and I need to harness just likeathletes consistently train every day for years for that less-than-one-minute glory on the podium. The podium we should all aim at is the trust and reputation we will gain from people we deal with.

The Author is a Customer Service Consultant and the Founder of The ServiceMag. [email protected]

During one of my morning walks recently, I met an impressive and highly motivated

group of young people at Massamba-Debat sta-dium in Brazzaville, training for the upcoming African games to be held in Brazzaville in Sep-tember 2015.

I spoke to the guys training for the 100m athlet-ics and their zeal and passion in spite of the hot sun were simply contagious. Curious, I asked how many hours in a day they trained. Yves, who was probably the youngest, said he trains every day for six hours, rain or shine.

For those who might not know, the 100-meter is a sprint race in track and field competitions. Though it is the shortest common outdoor run-ning distance, it is one of the most popular and prestigious events in the sport of athletics. Us-ain Bolt, the reigning 100 m Olympic champion is the “fastest man” in the world with a record of 9.58 seconds won in 2009.

So you guessed right, these athletes train for several years only for a less-than-one-minute-sprint competition. I asked Yves what drives him, “Every morning, I picture myself with the golden medal on a podium infront of my par-ents and friends,” he answered. The vision of that less-than-one-minute-sprint is the fuel that keeps him committed to the trainings. He has been training intensively for the last two years.Commitment is indeed what makes the differ-ence between excellence and mediocrity. No

matter how excellent your plans, goal, ideas, dreams, vision or projects are, it is the level of commitment that will determine what happens.

The Cambridge dictionary defines “Commitment” as the willingness to give your time and energy to something that you believe in, or a promise or firm decision to do some-thing. Commitment is there-fore not just a wish or a deci-sion but rather the ACT to do as said and planned no mat-ter how hard or challenging it might be.

I have always loved this funny quote, “Commitment is doing the thing you said you would do, long after the mood you said it in has left you”. Commitment is long-term.

What has kept the Service-Mag throughout these 5 years we have been publishing in Rwanda has been our com-mitment to two key elements:

1. Commitment to educate and sensitize readers on matters related to improving custom-er service that will generate business growth.

2. Commitment to consistent-ly offer a quality magazine no matter the number of ad-vertisers and sponsors we get for each issue.

Today as The ServiceMag takes further growth steps under new management, it is that same commitment that will make us soar.

By Sandra Idossou

“Commitment to educate and sensi-

tize readers on matters related to

improving customer service that will

generate business growth.”

CUSTOMER SERVICE

12 June-Aug 2015

CUSTOMER SERVICE

Hashize amezi make umu-somyi wacu ambajije

niba abakira abarwayi kwa muganga bagerwaho n’ubu-kangurambaga ku mitangire myiza ya serivisi. Iki kibazo ni cyiza cyane kuko aban-tu benshi bibwira ko gufata umukiriya neza bireba gusa urwego rw’abikorera ku giti cyabo cyangwa se abash-inzwe kwakira abantu muri rusange.

Mu bukungu bw’iki gihe, mu ri serivisi za Leta mu bigo bya Leta ndetse no mu kigo runaka cyakira abakiriya by-ose biba bikeneye gutanga serivisi inoze.

Byaba kujya gufata ifunguro muri resitora byaba guhaha mu iduka mu mujyi byose tu-bifatira icyemezo gishingiye ku mahitamo tuba twakoze. Ariko ikibabaje ni uko iyo ugiye ku bitaro cyangwa ku kigo nderabuzima nta na rimwe ujyayo ubyishimiye. Usanga impamvu ikujyanayo utayihitiyemo ku buryo uba wifuza icyakurinda kujyayo.

Ariko iyo urwaye nta mahi-tamo uba ufite uretse kujya kwivuza kwa muganga.

Iyo tuvuga abakiriya mu bi-taro ni ukuvuga umurwayi, uwo mu muryango we, umur-waje, umushyitsi uhagen-derera ku mpamvu iyo ari yo yose. uretse kuvura neza abarwayi, ibitaro n’ibigo nderabuzima bigomba kwa-kira na yombi ababigana bose.

Gufata neza umukiriya kwa muganga ni ugukora ibishoboka byose umurwayi agasigarana ishusho nziza y’uko yakiriwe. Abarwayi bumva bashaka kwakir-wa neza no kwitabwaho. Ni no gufasha uwo murwayi n’umuryango we kwihangan-ira ibihe bikomeye baba bari-mo mu kigo nderabuzima.

Ndibuka ubwo najyaga ku bitaro bya Kibagabaga bwa mbere, nashimishijwe n’isuku nahasanze kugeza uyu munsi ndacyabyibuka mu mutwe wanjye. Umucaca

utoshye n’intebe umuntu yic-araho mu busitani byatumye nibaza niba ndi ahantu abantu baruhukira.

Isuku mu ivuriro ituma umur-wayi yumva amerewe neza. Nzi neza rwose ko nta wak-wishimira kujya mu bitaro bifite umwanda aho usan-ga amakanzu y’abaganga n’abaforomo yuzuye amara-so. Ibigo nderabuzima byose bigomba kurangwa n’isuku. Uretse kuvura neza umur-wayi tugiye kubabwira ib-intu bishobora gufasha mu gutanga serivisi nziza mu bigo nderabuzima:

Gusuhuza no kwakira na yombi umurwayi: abagan-ga bagomba gusuhuza aba-kiriya byaba ngombwa bak-abwira abarwayi amazina yabo. Usanga iyo umuntu arwaye aba adakeneye gute-gereza igihe kirekire kugi-ra ngo umuganga cyangwa umuforomo amwiteho. Nta we uba ashaka ko bamwiren-gagiza. Iyo umurwayi bahise bamwakira bituma yizera

12 June-Aug 2015

Yanditswe na TSM

13June-Aug 2015

CUSTOMER SERVICE

ko bamufata neza kandi bakamuha n’inama nziza zishoboka.

Kwirinda urusaku; kimwe mu bintu bituma umurwayi agi-ra amahoro mu mutima we ni ukumva mu bitaro hari umutuzo. Abakozi bagomba kwirinda kugenda inkweto zisakuza, telefoni zisakuza no kuganira basakuza muri za koridori.

Kugirira umurwayi iban-ga no kutamuvogera; guha serivisi nziza umurwayi mu bitaro bisaba ko umugan-ga iyo yinjiye abanza gu-komanga ku rugi rw’icyum-ba cy’umurwayi. Ibyo ni muri bike bisabwa mu rwego rwo

guha icyubahiro umurwayi. Ni ngombwa kandi ko umu-foromo cyangwa umuganga adasohora amakuru ku bur-wayi bw’uwo avura.

Kunoza uburyo uvugana n’umurwayi. Twe nk’abar-wayi dukunda ko abatu-vura badutega amatwi bakatwibandaho kandi bakatwumva. Sinzi niba nam-we mwarabonye ko abagan-ga n’ababuranira abandi mu nkiko bakunze kubaza ibiba-zo byinshi mbere y’uko basu-zuma imiterere y’ikibazo.

Mu bitaro usanga abar-wayi badashaka ko babar-wa nk’umubare uyu n’uyu w’abarwaye indwara iyi

n’iyi. Icyo baba bifuza ni uko ababitaho bumva neza ibiba-zo byabo.

Nubwo tuzi neza ko aba-ganga n’abaforomo bafite akazi kagoye kuko usanga buri munsi baba bagomba kuvura indwara zitoroshye zidapfa no kugaragara ako kanya, icyo tubifuzaho ni ukutugirira impuhwe kandi bakanatwitaho.

13June-Aug 2015

“The leader has to be practical

and a realist, yet must talk the

language of the visionary and

the idealist.” Eric Hoffer

14 June-Aug 2015

Kwita ku mukiriya bikubi-yemo ibyo tumukorera

byose bigashimangira isura nziza afite kuri twe. Kunyur-wa k’umukiriya kandi biva kubyishimo twatewe no kum-wakira. Kwita kumukiriya bigaragaza itandukaniro riri hagati y’ibyo umukiriya yaje yiteze n’ibyiyumviro umukiri-ya atahanye kuri serivisi yahawe no ku kigo muri ru-sange.

Umukiriya ashobora guteza imbere cyangwa agasenya ibikorwa byawe, by’akarusho rero muri iyisi y’udushya, ku-vumbura umwihariko, n’iko-ranabuhanga ry’imbuga nko-

ranyambaga, umukiriya aba afite ububasha mu biganza bye haba kuri Twitter, Face-book, cyangwa kuzindi mbu-ga zo guhanahana amakuru harimo na Whataspp yihuta nk’umuyaga.

Nonese ni gute ikigo cyawe cyava mu mubare w’ibigo biganirwaho cyane bineng-wa kikajya mu bishimagizwa n’abakiriya kubera serivi-si ntamakemwa baherewe iwawe? Noza serivisi zo kwa-kira abakiriya – Zizamure, uzishyire ku rundi rwego zi-gendane n’igihe, uzisige, uz-inogereze…

Dore uko wabigenza: • Kora kuburyo aba-kozi bawe bamenya ibikubi-ye mu kwita kubakiriya. Uru-gero: Bashishikarize kunoza amarangamutima bereka abakiriya ko babitayeho, kwihangana, gushaka umu-ti w’ibibazo, kubaganiriza n’umutima ukeye, gukuriki-za amabwiriza y’akazi kandi bagire ubumenyi buhagije kubikorerwa mu kigocyawe.• Menya gutega am-atwi umukiriya kugirango aboneko umwumva umwi-tayeho. Kwereka umukiriya ko wumva ikibazo cye bifa-sha gukemura vuba na vuba mu gukemura ibibazo ya-

14 June-Aug 2015

Yanditswe na TSM

CUSTOMER SERVICE

15June-Aug 2015

gize biturutse kuri serivisi zanyu. Kwemera amakosa, ukayamusabi-ra imbabazi ukanakemura ahari ibibazo byubaka kwizerana hagati yanyu. Ugomba gukurikirana ngo umenye niba ikibazo cy’umukiri-ya cyakemutse mu gihe gito maze ugasubira kwita no kubandi, ukamenya kubaha igihe.

• Kora ku buryo serivisi uhaye umukiriya yumva ko ari umwihariko, zidasanzwe kandi azahore azibuka. Kamere muntu yibukagusa ibyiza cyane n’ibibi cyane ikibagirwa vuba iby’aka-zuyaze.

• Tegura uburyo bwihariye bwo kwita kubakiriya bawe nub-wo abakozi bawe bahuguriwe kunoza serivisi.

• Kubonera umwanya aba-kugana – Ntakintu kibabaza nko kubona ntamuntu ukwitayeho cy-angwa ntamuntu uhari wo kugana cyane cyane iyo ubona udahabwa agaciro kandi ari amafaranga yawe wazanye. • Kora kuburyo abakiri-ya bakuboneraho ibyo bakeneye byose, mu bigo bimwe na bimwe usanga abakiriya b’imena bagen-erwa abakozi bihariye bo kwita ku byifuzo byabo. Gusa bigomba kwitonderwa kugirango umubano w’ikigo n’abandi bakiriya utangi-rika. Ni ukuzirikana ko abakiriya bose bafite agaciro kangana.

• Genzura ko abakozi bawe bafite umuhate, bishimiye umuri-mo kandi ko buri wese ari mu mwanya we. • Kwita kumukiriya niryo pfundo ryo kumushimisha. Ku-bera k’imico y’abantu bakugana ibiitandukanye, nawe bi gusaba kugendana n’imihindagurikire y’ibihe, imico n’iterambere ku-girango ubashe guha buri wese serivisi umugomba uko bikwiye.

16 June-Aug 2015

During the last century, the world has moved to

a new kind of life through “urbanization”. People live in overcrowded cities and streets where identity is lost. The mass breaks the unique-ness. However, people still want to have patterns and products to rely on.

So what is a brad? The an-swer will neither be in law nor in economics and its com-plex statistics. The answer is what we think when we hear about a brand. The notion of brand can be summed up in two main aspects, standard and personal identity, two opposites but yet, comple-mentary for a brand to be.

By standard, we mean some-thing that will be the same each and every time we get it. Standard is a spectrum of expectations toward a per-formance or a product. To develop a brand, you have to have a performance that you’ll reproduce with the same degree of perfection, no flaw will be tolerated. You say your wine is good? Then, it should not only be good, but it should be good all the time. As long as you can’t produce a standard, don’t claim a brand.

Then comes the identity we all long for. Most of us want to be part of a family and be

ourselves at the same time. Your family determines your uniqueness. The brand has the role of identity-builder. Your brand has to the feel-ing of uniqueness to your customers. People endorse brands because they want to send a message. People trust brands, because they want to belong to a family. “I wear this T-shirt, it costs 100 $, X wears it, he is the sexiest guy in the world, I am a sexy guy.” The same T-shirt made by another house coasting 10$ will look a less awesome for the average mindset per-sons. To bring people to rely on your brand, you should offer a good product, then build identity.

Now, go build your brand!

[email protected]

16 June-Aug 2015

By Arnaud NGANJI

SALES AND MARKETING

“360 degree branding is

about...emitting a constant

stream of messages to create

a lasting impression.” Shelly

Lazarus, Ogilvy & Mather

SALES AND MARKETING

18 June-Aug 2015

SALES AND MARKETING

Lorsque vous communiquez avec un client pour lui ven-dre vos produits ou vos services, que ce soit en per-

sonne ou indirectement, de quoi parlez-vous? Que lui présentez-vous? Votre performance? Essayez-vous de le convaincre que vous êtes la meilleure personne avec qui faire affaire? Supposons que vous vendez des forfaits de création de sites web. Leur montrez-vous toutes vos créa-tions? Parlez-vous de vos succès avec d’autres clients? De la beauté de votre conception web?

Par Jean-Pierre Lauzier

18 June-Aug 2015

19June-Aug 2015

Si vous procédez de cette façon, il y a fort à parier que votre degré de succès stagne ou diminue même. Pourquoi? Même si votre produit ou votre service est le meilleur dans votre domaine d’activ-ité, si vous portez votre at-tention sur vous (votre offre) plutôt que sur votre client (ses besoins, ses préoccupa-tions), vous augmentez les risques d’échec et votre pub-licité fera chou blanc.

« Vous pouvez avoir tout ce que vous voulez dans la vie si vous aidez assez de per-sonnes à obtenir ce qu’elles veulent. » Cette citation de Zig Ziglar présente très claire-ment la façon d’aborder le marketing d’aujourd’hui. De quoi a besoin l’entre-prise qui a besoin d’un site web? De visibilité? De se rap-procher de ses clients et four-nisseurs? D’éduquer sa cli-entèle? De se faire connaître d’une clientèle cible? Etc. En procédant à l’analyse de ces questions, nous constatons que ces questions montrent les avantages et les bénéfices que les clients peuvent retir-er de votre offre, ce qui est beaucoup plus intéressant pour eux.

En général, les gens sont toujours en quête d’amélio-

ration dans leur vie professionnelle et/ou personnelle. Alors, si vous voulez attirer l’at-tention de votre client, trouvez en quoi il veut améliorer sa vie et utiliser ce besoin pour élaborer votre mise en marché. L’approche du marketing moderne con-siste à employer une straté-gie réfléchie par laquelle le client saura que vous pouvez le guider et lui fournir ce qu’il recherche.

Les gens sont syntonisés à longueur de journée sur la même station de radio qui est WII-FM : What’s In It For Me. Vous capterez donc l’at-tention de votre client en procédant à une mise en marché orientée sur ce qu’IL désire.

Mais attention! Plusieurs en-treprises et représentants ont essayé cette forme de communication pour attirer la clientèle, mais les résultats n’étaient pas au rendez-vous, au contraire, elle faisait fuir la clientèle. Parce que le cli-ent se sent manipulé s’il ne ressent pas de sincérité de la part du vendeur. Il sent plutôt le désir du représen-tant d’obtenir une bonne

commission par sa vente. Ceux qui comprennent et utilisent honnêtement et généreusement cette façon de faire obtiennent cependant des résul-tats bien supérieurs à la concurrence.

Vous êtes l’expert dans votre domaine. Alors, de-venez également expert dans la façon d’identifi-er les soucis et les interrogations de vos clients. En tenant compte de ces considérations, vous inciterez beaucoup plus de clients potentiels à communiquer avec vous. Évitez de parler de vous, de vos produits.

On attire les oiseaux en leur offrant les graines qu’ILS préfèrent. Le même principe s’applique pour attirer la clientèle!

Bonne vente!

L’auteur est Conférencier, formateur, expert-conseilJPL Communications [email protected], www.jeanpierrelauzier.com

SALES AND MARKETING

“Le billet d’un dollar que le client reçoit des guic-

hetiers dans quatre banques différentes est le

même. Ce qui est différent, c’est les guichetiers”

Marcus STANLEY

20 June-Aug 2015

Lorsque vous entrez en contact avec des personnes, parfois votre message peut avoir une grande influence chez votre

interlocuteur, car vous les avez inspirés à passer à l’action, mais parfois vous avez l’impression de « parler dans le vide


SALES AND MARKETING

20 June-Aug 2015

21June-Aug 2015

», ce qui veut dire que vous avez peu ou pas d’influence Dans votre vie, combien y a-t-il de personnes dans chacun de ces groupes?

En général, ces personnes qui ont une grande capacité d’influence, n’ont pas hérité de gènes particuliers. Elles ont juste pris conscience que nous sommes tous différents et qu’elles doivent adapt-er leur personnalité à celle de leur interlocuteur. Nous avons tous la possibilité de développer cet aspect et ain-si améliorer notre influence sur les autres.

Comment y arriver?Pour communiquer efficace-ment avec les gens, il doit y avoir une chimie, une complic-ité qui est ressentie. Lorsque vous avez le même profil de personnalité, vous percevez les choses et les événements à travers un filtre semblable. Il est alors aisé d’influencer, car l’interlocuteur comprend rapidement vos messages et il a beaucoup de considéra-tion pour vous, car il se sent compris.

Il en est autrement des per-sonnes qui ont une person-nalité opposée à la vôtre. Avec elles, il est fort probable que vous ayez un sentiment d’indifférence et que le cou-rant ne passe tout simple-ment pas. Si vous demeurez dans cette position, il vous sera extrêmement difficile d’influencer ou de vendre à cette personne.

Afin d’influencer favorable-ment le plus de clients, vous devez établir cette chimie même avec les personnes qui sont différentes de vous. Pour ce faire, vous devez changer quelques traits de votre per-sonnalité qui sont plus faibles afin qu’elles deviennent des

forces pour vous connecter plus rapidement avec un in-terlocuteur qui a un profil différent du vôtre.

Supposons que vous êtes plutôt du style sérieux et an-alytique dans votre approche de vente avec un client po-tentiel, plus orienté vers les relations sociales, faisant toujours des blagues. Dans une telle situation, la chimie risque de s’installer plus dif-ficilement, car vos personnal-ités semblent opposées. Pour interagir et avoir la possibil-ité d’influencer votre client, vous pouvez :• soit ne rien dire et sourire innocemment,• soit décider de dével-opper le côté social et humor-

travertie face à un introverti. Vous devez apprendre, alors, à agir dans un sens qui n’est pas le vôtre : comme parler moins, prendre le temps de bien écouter les autres, poser plus de questions, etc.

Quel profil êtes-vous ?Pour vous aider à mieux vous connaitre, il existe différents tests qui vous aideront à identifier vos traits domi-nants et vos points faibles. Utilisez les outils qui existent pour apprendre ce que vous devez améliorer dans vos traits de personnalité afin de mieux vous adapter à votre entourage et créer plus fac-ilement une chimie avec tout le monde. Vous verrez votre

21June-Aug 2015

“Pour influencer, vous devrez effectuer des actions qui vous sortiront complètement de votre zone de confort.”

SALES AND MARKETING

istique de votre personnalité pour vous syntoniser sur le même niveau d’énergie que celui du client.

La meilleure option est évidemment la seconde, mais c’est également la plus dif-ficile à réaliser, car vous devrez effectuer des actions qui vous sortiront complète-ment de votre zone de con-fort. Par exemple, comme per-sonne analytique et sérieuse, vous pouvez vous forcer à sortir davantage et à vous ouvrir aux gens. Au fur et à mesure, vous sentirez une plus grande facilité à vous connecter aux personnes plus extraverties. Vous saurez les rejoindre dans leur « univers » pour les influencer.

La même chose s’applique si vous êtes une personne ex-

côte d’influence monter.

On peut choisir de rester es-clave de notre personnalité ou de l’utiliser pour s’épa-nouir et influencer les gens autour de nous. En transfor-mant quelques faiblesses en forces, cela ne changera pas votre personnalité, mais vous deviendrez une personne beaucoup plus flexible et ou-verte aux autres. vous jouirez d’une vie personnelle et pro-fessionnelle beaucoup plus harmonieuse et abondante.

Bonne communication!

L’auteur est Conférencier, forma-teur, expert-conseilJPL Communications [email protected], www.jeanpierrelauzier.com

22 June-Aug 2015

SALES AND MARKETING


En vente, nous pouvons rencontrer des objections de la part du client avec qui nous faisons affaire. Ces objections existent parce que le vendeur ne tient pas compte des besoins réels du client et sont souvent un symptôme d’un problème de commu-nication qui provient du vendeur.

22 June-Aug 2015

23June-Aug 2015

Lorsqu’un client rencontre un vendeur pour la première fois, il n’a en général rien contre lui. Mais les intentions et le style de communication du vendeur peuvent susciter de nombreuses objections. Pour éviter ces objections, il faut tenir compte de deux élé-ments majeurs : il faut établir un climat de confiance et présenter votre produit ou votre service en fonction de ce qui est important pour le client.

Hormis ces deux tâches, com-mençons par distinguer deux aspects d’un processus de transaction : les conditions et les objections.

Une condition est un état défavorable ou une circon-stance qui bloque la vente. C’est une situation que vous ne pouvez changer, par ex-emple, votre client : • n’a pas l’autorité d’acheter;• ne possède pas les moyens financiers pour acheter (il ne peut d’aucune façon se procurer les fonds nécessaires);• n’a nul besoin de ce que vous lui offrez.

Une objection est une bar-rière de communication qui peut vous empêcher de réal-iser une vente et la hauteur de cette barrière est propor-tionnelle aux préoccupations dominantes du client. En voi-ci quelques exemples : • C’est trop cher;• Laissez-moi y penser;• Rappelez-moi dans

deux semaines (deux se-maines plus tard, vous lais-sez des messages et il ne vous rappelle JAMAIS!!!);• Je suis satisfait avec ce que j’ai actuellement;• Je vais en discuter avec mon patron ou avec ma famille;• Ça ne passera pas au budget;• Je n’ai pas prévu cette dépense;• Je préfère travailler avec une firme plus expéri-mentée.

Est-ce que ces arguments sont les VRAIES raisons qui justi-fient son rejet? Rarement! La plupart du temps, les vraies raisons sont les suivantes : • Je suis intéressé à acheter, mais pas de vous;• Je ne vois pas pour-quoi je changerais pour vous ou pour votre entreprise;• Je veux acheter, mais j’ai un meilleur rapport qual-ité/prix chez votre concur-rent;• Je ne me sens pas en confiance envers vous et votre entreprise;• Vous ne comprenez pas mes besoins réels;• Vous ne comprenez pas mes préoccupations;Et ainsi de suite.

Vous conviendrez que ces raisons sont passablement difficiles à surmonter et que si votre client a ce genre d’objections, vous avez une grosse montagne à gravir pour les éliminer. Pour éviter d’en arriver là, je vous pro-pose l’exercice qui suit : 1. Prenez une feuille de pa-pier et divisez-la de façon à faire deux colonnes. Ti-trez la colonne de gauche OBJECTIONS/ BARRIÈRES et faites une liste de toutes les objections que vous avez en-tendues et qui vous ont fait manquer plusieurs ventes.

2. Au haut de la colonne de droite, inscrivez le titre PRÉOCCUPATIONS/DÉFIS/ DÉ-SIRS des clients et effectuez une liste de ces préoccupa-tions, désirs et défis par or-dre d’importance, même s’ils n’ont aucun lien avec le pro-duit ou le service que vous offrez.

Si vous déployez vos efforts pour éliminer les objections listées dans la colonne de gauche, attendez-vous à ce que ce soit laborieux et dif-ficile. Par contre, si vous di-rigez vos efforts sur la liste de droite, les objections de la colonne de gauche dimin-iueront. Pourquoi? Parce qu’un client qui voit ses préoccupations diminuer, ses désirs exaucés n’a AUCUNE raison d’émettre des objec-tions. Au contraire, vous ap-paraissez comme LA solution.

Poser donc les bonnes ques-tions pour découvrir les priorités dans les préoccu-pations et les désirs de vos clients. Prenez le temps de bien les identifier. Plus vous effectuerez cette étape avec rigueur, plus vous établirez un climat de confiance solide avec lui et plus vous serez en mesure de vendre.

Bonne vente!

L’auteur est Conférencier, forma-teur, expert-conseilJPL Communications [email protected]

“Prenez le temps d’identifier les priorités du client et les possibles objections. “

SALES AND MARKETING

“Vous n’aurez jamais une

seconde chance de faire une

première bonne impression”

Gustav WHITE

24 June-Aug 2015

RSSB: Enhancing your quality of service everyday

COVER STORY

24 June-Aug 2015

25June-Aug 2015

Becoming the best service provider never comes

easy, especially when one is talking about a public insti-tution.This year, insurance and pension services provider, the Rwanda Social Securi-ty Board (RSSB) was ranked number one overall services provider and best insurance services provider for 2014, in a two-week customers’ poll conducted by The Service-Mag.

Well, being a customer-ser-vice centred publication, we went on to find out what se-crets or strategies RSSB uses that let their clients not only access their services easi-ly but also leave the RSSB branches with smiling faces.

Dr. Daniel Ufitikirezi, the Di-rector General of this insti-tution says that in order to achieve the feat last year; they had to ensure that all RSSB’s services and commu-nication channels were rolled out in a customer-centric ap-proach which came with the joyous returns of satisfied cli-ents.

“We built our reach to custom-ers in a manner that we stay connected and in touch with them throughout the process; from when we attract a new member to a scheme to ensur-ing they are well-served and supported throughout the process,” notes Dr. Ufitikirezi.Established by the law No.45/2010 of 14/12/2010 which merged Social Security Fund of Rwanda(SSFR) with Rwan-

da Medical Insurance “RAMA” in French acronym,RSSB to-day is at the forefront of pro-viding pension and medical insurance benefits to itsmem-bers.

The institution’s core man-date is to provide high qual-ity services, efficiently and effectively, manage contri-bution collections and wisely invest the reserve funds in order to ensure long-term fi-nancial sustainability of the schemes.

Dr. Ufitikirezi notes that since the merger, contributions have significantly increased from a total of Rwf 70.5 bil-lion in June 2012 to over Rwf 88.6 billion by the end of June 2014.

Similarly, benefits paid to members remarkably in-creased from Rwf 17.86 billion to Rwf 24.99 billion, show-ing a 39.9 per cent increase during the three year period.

“These registered increases in both medical and pension contributions can be mainly attributed to our concerted and innovative efforts to pro-vide efficient and effective-services, key among which has been the continued mod-ernisation of our systems through the use of informa-tion communication technolo-gies (ICTs).”

In addition to that, the Direc-tor General notes they have sought partnerships with sev-eral institutions in order to make it easier for new mem-

COVER STORY

26 June-Aug 2015

the year to ensure members get timely support whenever they are confronted with any challenge while seeking med-ical services,” he says.

In 2012, Dr. Ufitikirezi says, they began implementing the monthly payment of pension benefits, reducing the peri-od from the quarterly system formerly used.

This went a long way to im-prove the standards of liv-ing of pensioners since now they can plan for their money more easily.

“In tandem with the fact that payment of benefits is now done directly to beneficiaries’ bank accounts, our members in retirement are also able to take advantage of the credit facilities offered by financial institutions to venture into in-come generating activities to benefit them and other Rwan-dans in general,” he notes.

With regard to streamlin-ing RSSB’s communication platforms so as to connect and interact with members, the institution now has a new and interactive website where customers can access all their information.“The improvement in the in-teractivity of our website has been crucial in the success of our online services in a way that a customer can now check their contributions ac-count status and make any inquiries from wherever they may be and at any time,” he says.“We actually use technology in all services: For example we can know who has the right to medical care services and even clients can check for themselves before going

to the hospital, clinic or Health center using SMS.

Here internet or SMS options are available to subscribers check their pension contribution. Also, inquiries can be sent [email protected] and response will be given in not later than 24 hours.Access to information is also reinforced by a dos-sier tracking system, meaning a subscriber can now keep track of their file’s progress through email and short text messages sent regularly to update them of progress.

Thus, members have fewer reasons to physically visit RSSB since the online platforms to respond to most of their needs have been created and interlinked”.

The IT based platforms are then supplemented by RSSB’s decentralised branch network. Cur-rently there is a branch in every district which means there is hardly any reason for a custom-er to travel outside their district of residence for any service.

What one may fail to solve with online services will surely be dealt with at district level, now that the service delivery system is centralised such that everything accessible at the Headquarter in Kigali can be accessed by staff at any branch across Rwanda.

What a win for customer service!But the quest continues...

Dr Ufitikirezi implores that the expression of sat-isfaction on the quality of services offered by RSSB is great news to celebrate but also a re-minder that the stakes have now been raised a notch higher and thus the need to do even more in orderto not only cement their number one po-sition but to also ensure customers are more sat-isfied.“With good customer service, everyone is a win-ner,” Dr Ufitikirezi sums-up.

bers to register and make their contributions.

“We linked our systems to those of other institutions such as Rwanda Develop-ment Board (RDB) and Rwan-da Revenue Authority (RRA) which has led to faster reg-istration and collections,” he says.

Currently, upon registration at RDB, a company is simulta-neously registered with RSSB, eliminating the need to visit both institutions for a start-up business.

Also, in efforts to ensure ef-fective collection of contri-butions, RSSB’s partnership with RRA has greatly impact-ed compliance by making it easy for members to make their contributions from one institution.

Dr. Ufitikirezi says such in-novations are all part of a detailed three-year strategic plan running until 2017.“Key priorities as identified in our strategic plan include; maximisation of contributions collection and revenues from investments, thus ensuring the provision of quality ser-vices. We are also modernis-ing our IT systems in order to improve compliance.” With such objectives, Dr. Ufi-tikirezi notes that at RSSB, provision of quality services is the vision shared by the whole Management and Staff. Thisapproach has seen the institution succeed at im-plementing a number of re-forms in the past three years.

“Among others, we now have medical facilitators at every hospital who work around the clock each single day of

COVER STORY

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28 June-Aug 201528 June-Aug 2015

By Sandra Idossou

WHERE WE HAVE BEEN

29June-Aug 2015

Lately the food scenery in Kigali has grown to an

extent that one can eat a different cuisine each single day of the week. To give you an overview, we decided to try out some different eating hangouts and this is what we observed:

Day 1: L’Epicurien, KigaliThis is a French restaurant located in the busy streets of restaurants in Kimihurura. They have a weekly menu at decent prices of 5,800 FRW or 6,200. It is located in an old house with a beautiful gar-den and offers a quick busi-ness lunch. The food is good, the service good and the am-biance excellent especially when you get seated in the garden area. I liked the fact that they change their menu every week because it shows impressive creativity.

Day 2: Mille Collines HotelThis hotel is now managed by the Kempinsky Group which is renowned for its five star hotels. One will expect to ex-perience a 5 star service even in the poolside restaurant but I guess it is too early as the hotel is still in the phase of putting things right.

They now serve a business lunch buffet at a very reason-able price of 7,000 FRW. The food is basic but very taste-ful. The hygienic standards still need to improve for sal-ads and desserts displayed in the open air.

Day 3: Laico HotelThe Umubano Hotel is one of the old hotels that have gone through many changes of

management from Meridien to Novotel, Laico etc. Now, it is managed by an admin-istrator from the Ministry of Trade and Industry but the staff try to maintain some minimum standards.

For 12.000 FRW, they still serve a very good buffet lunch. Their salads buffet is probably still one of the best in town.

Day 4: Via VinetoThis is an Italien restaurant that was in the past located somewhere in Nyarutarama around the golf course. It has now moved close to the Zen restaurant. We ordered some Mushrooms and cheese Risot-to and Shrimps Taggliattelle and these two turned out to be very delicious choices. Service can improve as the only staff we saw seemed to be running around a lot.

Day 5: Le Poivre NoirThis is one of the newest of-fers in Kigali. Nathalie and her husband offer very sim-ple bistronomique cuisine. The fact that the owner serves herself while the hus-band cooks makes the ex-perience very homely. The restaurant seats 24 people and it is better to book in ad-vance. Great, simple food in a very good ambiance

Day 6: Serena Hotels - BreakfastSerena Hotel in Kigali has the best breakfast in town. It is best enjoyed over the week-end when one does not need to rush. They offer a variety of fruits, cheese and pastries.

Brachetto – Dinner I discovered this restaurant some months ago and the ambiance in an evening set up offers a great experience. The Italian Chef takes pride in creative dishes and though the prices are on a higher side, you will see the value in the dishes and services. The chef is friendly and comes out to seek feedback from cus-tomers.

The restaurant offers fantas-tic gourmet food in a cosy at-mosphere. The staff are prob-ably the best in town and are dressed in very beautiful uni-forms.

Also as a wine bar, you have an extensive list of French and Italian wines.

Day 7: ShokolaShokola in Kimihurura is beautifully decorated and of-fers a cosy environment sur-rounded by nature. For those of us nostalgic of the first Shokola that was located in Kiyovu some years ago, this place is a hidden gem in the hills of Kigali.

The staff is very knowledge-able about the products and offer very good service. You could sit comfortably in the couches and read any of the numerous books available there.

29June-Aug 2015

WHERE WE HAVE BEEN

“Ordinary people can spread

good and bad information

about brands faster than

marketers.” Ray Johnson


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I came in on an evening of hyena’s wedding; the sun

was setting on a drizzle. As I took a walk along the Ka-cyiru pavement, I promised myself to write a little story at the storyteller’s café. It all made sense I thought to my-self: ‘I am a story teller and I am going to the storytellers’ café to tell a story’.

The sun, set and the rain briefly intensified, right in time to give me a quick face-shower as I walked, slowly in the garden from the library towards the stairs; I felt good!

As I climbed, I surprised my-self with a shy smile at the thought of seeing Orianne there. Ah Orianne, with her beautiful big eyes, her warm voice and contagious smile.Sure enough she was there. She noticed me first, called me out, I turned, I blushed. She looked exactly like in my five minute fantasy, five seconds earlier; Luckily she

couldn’t see it, no one could, it was too dark…

It was love at first sight with Orianne, but also with the café. When I did a tour, I did not stay long in one place. I felt privileged that it was my first time. Every corner I vis-ited, I wanted to unsee it and start over again, it was gor-geous.

I felt a sense of delicacy in this place. When the smiling waiter came, I didn’t dare order a coffee, I thought that was too toxic for today. I feared the sin, so I ordered a fresh juice; just like I re-frained from asking Orianne for a dance, that’s for anoth-er inspired afternoon…

When I saw the mini-theater place, and the futuristic office space I closed my eyes; like someone who’d seen a shoot-ing star, I made a wish… I wished for young talents to be inspired here as I was, I wished for the same artist to

design my house someday, maybe…I thought frightened to write this story for I felt a better writer should tell it. I was intimi-dated in the face of beauty. I felt I would not know how hard to press. By telling the story I held something delicate in my hands, but I was worried I would break it, for only the hands of an artist could handle it; an artist, as talented as the one who designed it...

Forgive me if I didn’t do it justice; I was trem-bling as I wrote it; it was as if I was telling a story for the very first time. Thankfully I typed at the rhythm of the BVSC meringue, that played in the background and kept the place warm and exotic…

I have to go, I can see my best friend and his voluptuous wife in the corner there, in a dat-ing mood, giggling like kids. All my friends are here, but I haven’t spoken a word to them. I couldn’t hold in one place, before I told this little story, at the storyteller’s café.

www.gateteviews.blogspot.com

By Gatete Thierry Kevin

WHERE WE HAVE BEEN

31June-Aug 2015


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32 June-Aug 2015

HOW TEAMS CAN BE IN-VOLVED IN ACHIEVING MIS-SIONS AND VISIONS

Teams and teambuilding ef-forts have become the most popular buzzwords in to-day’s work environment. Bringing individuals together in the workplace and getting them to work together should be every leader’s top priority and I must admit that it is a great challenge.

What exactly makes success-ful teams tick? A close study of such teams will instantly reveal the following:• Their leaders have success-fully established the same vi-sion in the mind of each team member.

• All the members share a common team mission.

• There is a clear goal to be achieved and everyone knows clearly what that goal is and have their eyes kept on the ball.

• Each member has a person-al mission that complements that of the team.

• Each member appreciates their role and how their in-dividual efforts contribute to team success.

MISSION, VISION AND CORE VALUESa) Mission: A mission statement in simple terms is a statement that defines

the reason for an organiza-tion’s existence. It answers the questions: “Why are we here?” Why do we exist?”

b) Vision: A vision state-ment on the other hand de-fines where an organization is heading to or how things should be like. It gives a pic-ture of the future the organi-zation is working to create. It answers the questions: “Where are we going?”, “How can we develop a plan to get there?”

c) Core Values: Even though people frequently talk of mission and vision first, the basic underlying foundation for both are the core values of the individuals that make up the team/organization. Core values are principles and standards at the very centre of every individual’s character and from where they will not budge or stray. Core values are very stable and only change very slowly after a long period of time. They form the basis of our beliefs, ourselves and those around us and the potential inside of us.

MESHING IT ALL TOGETHEROnce the core values of all the individuals that make up a team/organization have been identified and discussed by way of everybody’s involve-ment. A vision, which guides and gives the team a sense of direction and serves as a powerful motivator for all

team members is created and a mission, which basically gives the team/organization a sense of uniqueness and purpose follows. The next all important phase after this is for the leader to:

• Align the vision and the mis-sion with the core values of both the individuals and the team and let every member appreciate how their individ-ual efforts through {Beliefs, Attitudes, Behaviors & Skills contribute to the team’s suc-cess.

• Communicate the mission and vision to everyone in-volved in the team/organiza-tion.

• Ensure that the mission and vision is accepted by every-one involved.

• To break down the mission/vision into goals and objec-tives to make it possible for the team members to have ‘one bite a time’.

• Develop timelines within which they can be achieved and constantly evaluate the success level of the team

The Author of this article works as the General Manager of Nyungwe Forest Lodge-Rwanda

[email protected]

By Jerry O. Were

HOSPITALITY PERSPECTIVES

@theservicemagFacebook.com/theservicemagtheservicemag

Advertisewith us!

Why FIT IN when you

can STAND OUT?

www.theservicemag.comCall us today on 0788 781 562

34 June-Aug 2015

The cloud has been the buzzword of the tech

world these last few years. Many Smart phones backup contacts, photos, and user preferences online to prevent data loss during a hardware failure as well as make the switch to a new device easier. Here are four ways these con-veniences can improve how you run your small business:

1. Increased scalabilityOutsourcing and freelancing are now a part of the busi-ness environment, and this has given small businesses the ability to compete with the industry heavyweights. It’s no longer necessary to purchase large, office real estate when your employees can work from their homes. The cloud is just another way

small businesses can become more flexible. You now have lots of options to run a robust business with fewer resourc-es.

Payments are made on a monthly basis rather than dealing with large upfront costs, and you also have the ability to switch to smaller or larger storage capacities according to your business needs. Service providers such as Logicalis focus on design-ing the cloud to scale around your business and not the other way around.

2. Backup your dataWhile many of us are tech savvy enough to know the im-portance of backing up, most people don’t actually do it. Various survey results show

that only one in ten actively backup data.

Backing up your data to the cloud is not only easier than making physical paper cop-ies or using external hard drives, it is also safer. Your information will be stored off-site meaning it won’t suf-fer the same results if your office is broken into or there is some kind of natural di-saster in your area. You are better off focusing on your core business whilst expert data backup companies also focus on what they do best: keeping your data safe and secured.

3. Working on the GoHaving your data backed up is also essential if you want your businesses to be able

34 June-Aug 2015

By Thomas Oppong

BUSINESS MANAGEMENT

35June-Aug 2015

to successfully work on the go. Gone is the day when you needed to be in the of-fice to get some work done. The advent of laptop com-puters, tablets, and Smart phones means we can get something done wherever we are. Whether your company is made of employees across the country, or even across the globe, it’s now possible for everyone to access these files on the go.

It also makes sharing this in-formation easier than ever. Files can be sent as simply as sending a web link. For add-ed security, you can make files password mandatory so you know only your employ-ees will be viewing them.

4. Employee collaborationYou can increase produc-tivity with the right tools. Cloud technologies allow all employees – wherever they are – to sync and work on documents, share business files simultaneously and fol-low colleagues and records to receive critical updates in real-time. This makes it easi-er to work faster and better hence the overall increase in growth for your small busi-ness.

The advent of new technol-ogies has made running a small business more viable than ever. Make sure you keep your company compet-itive by taking advantage of the services like cloud technology. You don’t have to invest huge resources in

procuring technology to keep your business secured or safe anymore.

Thomas Oppong is the founder @Alltopstartupswww. alltopstartups.com

35June-Aug 2015

BUSINESS MANAGEMENT

“An image is not simply a

trademark, a design, a slogan

or an easily remembered

picture. It is a studiously

crafted personality profile of

an individual, institution, cor-

poration, product or service.”

Daniel J. Boorstin

36 June-Aug 2015

Every profession is going through a lot of changes

daily. To keep pace with the trend, one must keep his eyes open and be willing to dance to the rhythm of the new tune.

Corporate communication is all encompassing. The pro-fessional must have the right information from market-ing, sales, production and all departments to be able to communicate. Information sharing platforms have also become varied and the soon-er one masters or gets ac-customed to these media, the better.

Here are some of the essen-tials that can help a corpo-rate communication profes-sional perform maximally:

Business intelligence: In a lay man’s language, this is the ability to source for right information, analyse it so that one is guided or be in position to help other Senior employees to make informed decisions in their day to day activities. We know the mar-ket environment is tough, only the tough can survive.

Effective communication is based on the right informa-tion which must be exclusive sometimes. This helps the company gain a listening ear to all the stakeholders.

If what you communicate is outdated and has no direct impact or usefulness to your public, you will soon gradu-ally lose all the respect and attention you should com-mand. Business intelligence efforts must not be left in the hands of sales people alone, the more value you bring to the table the better for you.

Media savvy: if you hate the media, you have no val-ue holding this position. You need to be accustomed to all the techniques of media relations which can better enhance the profile of your organization. Over exposure may be bad but lack or no visibility at all will not help.

Given the fact that media is now also varied, a true pro-fessional must also know how to take advantage of every media platform. If video plat-forms appeal to your audi-ence do not stick to audio or

printed media only. You can-not make much impact that way.

Relationship management: the dynamics of relationship management is changing. Coupled with physical con-tacts is now virtual relation-ships at the global level. How much of this you can handle will determine how far you can go.

Crisis management skills: No one prays for crisis but it is part of life. You do not re-ally know if you can handle or tolerate other people until you have a crisis at hand. You do not also know the worth of patience, endurance and ad-equate preparation until real crisis hits your lane.

Be exceptionally informed and develop the right skills in this area. Many of us in developing countries need to continually learn from coun-terparts in advanced coun-tries.

Diplomatic but truthful: di-plomacy is part of corporate communication skills but as we know there is often a thin

36 June-Aug 2015

By Yinka Olaito

BUSINESS MANAGEMENT

“A product is something

made in a factory; a

brand is something

that is bought by the

customer. A product

can be copied by a

competitor; a brand is

unique. A product can

be quickly outdated;

a successful brand is

timeless.” Stephen King,

WPP Group, London

37June-Aug 2015

line between this and falsehood, propaganda and half truth. Many cross the line easily. Truth today is becoming a social capital. You need to work out the details here to be taken serious.

Information and data manage-ment: In addition to the above, information and data manage-ment is very essential today. Data management is no longer the con-fine of the research and develop-ment department, to be seen as

valuable, have your information at your finger tips through ade-quate data management.

Public speaking: It is not only what you know, how you say what you know will go a long way in building your trust and ‘believ-ability’ quotient. Be warned. Hone your public speaking skills. You will never regret it.

Story telling: Of course we know we are in the age of creative sor-

ry telling. Corporate communica-tion professionals must constantly hone their story telling ability.

The author is a communications spe-cialist, Social Media expert, trainer and speaker. www.yinkaolaito.com

37June-Aug 2015

BUSINESS MANAGEMENT

38 June-Aug 2015

CHANTAL UMUTONI KAGAME has made headlines as the first woman, in Rwanda’s Tele-com business, to carry the ti-tle of Deputy Chief Executive Officer. She has worked for seventeen years, as a Tele-com professional.She joined Tigo Rwanda in 2009, and has thrived therein.Chantal U. Kagame shares with The Service Mag (TSM) readers her exciting journey to success. Below are the ex-cerpts.

TSM:What is the scope of the new opportunities and chal-lenges you will have to deal with in your new position?CHANTAL U. KAGAME: I am ab-solutely prepared to embrace any challenges in my new po-sition as Deputy Chief Execu-tive Officer. ‘To whom much is given much is tested’, there is so much expected of me and I have to admit the pressure is real. We have to constantly evolve and bring innovations to the dynamic society that we serve.

TIgo is now focused on bring-ing to our customers a wide range of services that create an ecosystem we call - the ‘digital lifestyle’ experience, these are values I share and that I truly believe in.

Tigo Rwanda recognizes hard work and creates growth op-portunities for its entire team. Our recruitment, training, and promoting processes are free from any discrimination. Equal chances are given to all staff. The women in Tigo Rwanda have decided to do their best and it has worked for them in their quest to transform their families and personal lives for better. At Tigo Rwanda we do have a bench of very talented women leaders heading key company departments such as Human Resources, Legal, Business Strategy and Mobile Financial Services to name a few..When you provide equal opportunities for all staff, the committed ones will work their way to the boardrooms. Tigo has produced women high cal-iber who have expanded into government positions;

TSM: What inspires you and Tigo’s team to stand out as a major competitor?

CHANTAL U. KAGAME: Over 5,000 men and women selling Tigo products as freelanc-ers are the sole and primary breadwinners of their families. This inspires me to be part of a team that works tirelessly to support those who matter the most to them.

In addition, leading teams of young people in the right path is my humble contribution to the country’s vision.Plus, working in a fast changing indus-try such as telecommunication keeps you learning and catching with the trend.

At Tigo Rwanda we do have a bench of very talented women leaders heading key company departments such as Human Re-sources, Legal, Business Strategy and Mo-bile Financial Services. We also have very strong women in operational management functions, CSR, Customer Care, Customer Understanding and Finance to mention but a few.In recent months, Tigo was proud to have produced high caliber women who have now expanded into government ministerial and diplomatic positions.

TSM: What counsel would you give to oth-er women aiming to build their careers in the private sector?

CHANTAL U. KAGAME: Being in the private sector business, there are no favors given to anyone. It is imperative to seek a career that fills you with passion. I suggest to ev-eryone: “Do what you love” and then you will find that the sky is the limit.I keep em-phasizing to not only women but everyone else, the willingness to take risks.

A lot of times we women don’t think we are ready to do something that goes beyond our comfort zones; yet, remember those zones are good but nothing ever grows there. It is extremely important to engage in tough projects and say, ‘I can do it’. A combination of passion and opportunity is the best environment for success.

[email protected]

By Gloria A. Iribagiza

BUSINESS MANAGEMENT

39June-Aug 2015


Kuzamurwa mu ntera cy-angwa gushimirwa ku-

bera akazi ukora ni kimwe mu bigaragaza iterambere ry’umuntu ku giti cye n’ibyo yagezeho kandi twese nib-yo duharanira. Kugirango ibyo bigerweho rero bisaba ko umuntu akomeza gukora atanga umusaruro akamara igihe cyose bigomba arang-wa n’imyitwarire myiza mu kazi kugira ngo azagere ku cyo aharanira.

1. Kureka gukora ibyo wa-koraga nezaKugira ngo ugere ku rwego runaka rushimishije mu buzi-ma bwawe no mu kazi kawe ugomba kugira imyitwarire runaka inoze ari nako iko-meza kukuranga mu gihe kinini gishoboka nta gihin-dukaho. Ntuzigere na rimwe ucika intege ngo uhagarare cyangwa ngo ugende gake mu murimo wawe. Nuhagari-ka gukora ibyo wakoraga neza, kwa kuzamurwa ntuza-ba ukikubonye kandi nubwo kwaza kuzasanga utiteguye.

2. Kuva ku mwanya watan-gagaho umusaruro ukajya mu bya politiki y’ikigoBirashoboka cyane ko mu bigo bitita ku musaruro, politiki ishobora kuguhe-sha umwanya mwiza mu kazi. Arikose ahantu nkaho wazagera kuki uzahora wi-

buka ? Nyamara aho umu-saruro ariwo musingi, ujye ukora utikoresheje, utange umusaruro witezweho, waba umugore cyangwa umugabo utanga umusaruro mu kazi uzageraho ube wawundi wi-tabazwa aho bibaye ngomb-wa kandi mu gihe gikwiriye uzabona ko umuhate wawe utapfuye ubusa.

3. Gutega amatwi abaciwe intege no kutazamurwa mu nteraNk’uko utagomba kugwa mu mutego w’abakore-sheje politiki ngo bat-ere imbere mu mirimo yabo ninako utagomba kwitwara nk’abanani-we kuzamurwa mu ntera cyane cyane iyo bacitse intege zo gukome-za gukora neza kuko ni ngombwa ko wowe uko-meza gukora niba ushaka kugera kubyo bananiwe nubwo byatwara igihe.

4. Kwitwaza umukore-sha wawe n’imikorere y’ikigoNtuzagwe mu mutego wo kumva ko umukoresha wawe ariwe kibazo cyawe, ko atumva atakumva, ko ari umuyobozi mubi, ko ari umunyapolitiki gusa, cyangwa se ko ntacyo ashoboye ahubwo aba yonka imitsi y’amaboko

Byanditswe na Hermann H. CAKPO

YOUR HEALTH MATTERS


n’ubwenge bwawe.

5. Kumva ko igihe cyageze ngo ureke akazi nyamara ari uko wananiwe guhanga-na n’igitutu cyo mu kaziMenya ko iyo bigeze ku gute-gereza kuzamurwa mu ntera birangira abenshi bacitse intege bakava mu kazi kuko birakomeye cyane. Ntugom-ba kwitiranya ibishuko byo kuva mu kazi n’igihe cya nyacyo cyo kuva mu kazi.

Ingufu n’umurava w’akazi umuntu akeneye ngo akore itandukaniro mu kazi akenshi abibona iyo akorera ahantu hatamunogeye no mu bantu batamworohereza akazi.

Ubushobozi bwo kwizirika ugahangana n’inkuta uhu-ra nazo mu kazi urimo ubu nibwo buzatuma kakubera nk’urubuga rwo kwitoreza-mo gusumbya abandi imiko-rere myiza maze ukaba wa-nazamurwa byihuse mu kazi kawe k’ahazaza. Akenshi bi-baho ko iyo uvuye gukorera

ahantu hari hakugoye cyane wibwira uti : « Nyuma na nyuma, mbonye ko hahandi nakoreraga hanteguriraga kuzigaragaza neza aho ndi ubu. »

6. Kugira imyitwarire ihabanye n’ibyo uharaniraMu buzima muri rusange kimwe no mu mikorere y’aka-zi kacu, si igitangaza ko hari igihe twisanga tugendera mu bintu bihabanye na bya bin-di duharanira kuzageraho. Witwararike kuba indakem-wa mu mico no mu myifat-ire bikwiriye umuntu ushaka kuzamurwa mu ntera n’iter-ambere mu kazi. Witonde cy-ane udatekereza, cyangwa ngo ukore ibyahungabanya inyungu zawe bwite cyang-wa ngo wirwanye nawe ub-wawe.

Hermann H. CAKPO, Umwanditsi, Umwigisha na Rwiyemezamirimo; co-fondateur de H&C http://www.hcbusiness.com

YOUR HEALTH MATTERS

“An image is not simply a

trademark, a design, a slogan

or an easily remembered

picture. It is a studiously

crafted personality profile of

an individual, institution, cor-

poration, product or service.”

Daniel J. Boorstin

42 June-Aug 2015

Angaza Co-creators Turn Recycling into Street Fashion By Gloria Iribagiza

AAngaza is a fashion centric eco-brand that up-cycles non-biodegradable material and blends it with African fabric to make eye-catching accessories, among several products.

By upgrading PVC billboards, they repurpose what would otherwise be trash and turn it into valuable accessories. The Service Mag met up with Monica Umwari and Maria Mayanja, the two youth who co-founded the Angaza eco-brand. They have built its form to a place that has gained them national and international recognition for their efforts towards a green fash-ion-centric brand.

YOUTH TALK

2. MONICA UMWARI

Monica Umwari is the Marketing Director, Angaza Ltd. She is responsible for pitching Angaza to pro-spective customers, following up, maintaining the current clients and developing marketing plans.

TSM: What is your biggest success story and how has it made you feel? UMWARI: Being able to co-start the Rwandan eco-brand from scratch with limited resources and busi-ness knowledge is a great achievement. Today, the company is at an encouraging level. I feel a sense of fulfillment.

TSM: How do you impact the community around you? UMWARI: We are conserving the environment by taking up PVC billboards that have been discard-ed. We clean them up and up-cycle them. That can-vas would have takenyears to decompose. Through up-cycling the material, Angaza prevents soil pol-lution, we provide jobs for the tailors we employ

so they can take care of their families and in so doing and we also teach them new design skills. When we have bulk or-ders, we usually collaborate with women cooperatives especially those who have members living positively with HIV/AIDS and the widows of the Genocide against the Tutsi.

TSM: What motivates you to do what you do?UMWARI: Accomplishment and a sense of contribution to my community and the people close to me. In addition, as an en-trepreneur, when the sales and visibility of the company increase, I am motivated to attain greater things.

TSM: What are your aspirations? UMWARI: I want to be a successful entre-preneur known for professionalism and integrity, having the ability to inspire the youth and women of Rwanda.

TSM: What is your message for the Rwandan youth? UMWARI: I encourage them to ‘Think Big’; you are young once, so make the best of your youth. Keep away from time wasters and don’t be afraid to look like a fool for what you believe in-- sometimes this happens in pursuit of your dream.

43June-Aug 2015

YOUTH TALK

. 1. MARIA MAYANJA

Monica Umwari’s partner Maria Mayanja is a 24-year-oldgraduate of Environmental Engineering.

TSM: How do you influence change within your community?MARIA: Being part of Angaza enables me to show peo-ple how they can come up with innovative solutions to the problems they face. This is through recycling non-biodegradable material like PVC billboard ads into stylish fashionable products such as handbags, man-bags, sling bags, purses, wallets and other ac-cessories.

TSM: Why is this important?MARIA: I think it is important because it gets people thinking differently. Most importantly, we are called upon to develop tailor-made solutions for our own problems and not wait for externally generated solu-tions.

TSM: What do you consider as the biggest challenge in your field? MARIA: I would not call it a challenge, but rather an opportunity, to step out of my comfort zone and learn something new each day. It has been an interesting ride.

TSM: What is your take on service delivery in Rwan-da especially in the environment sector?MARIA: Rwanda is a country that is at the forefront of environmental conservation and has put in place insti-tutions to make this a reality. Because of the urgency of the issue, I believe that responsible institutions are quick to act where they need to.

[email protected]


Turkish Airlines:I flew from Istanbul to Kigali and the flight was comfortable and the flight attendants were hos-pitable. However, although they have a flight shop magazine placed in the seat pockets, I was told there was no shop on the flight. The ground crew at the Istanbul airport think every client is the problem. I observed how they treated two young mothers with young kids. This is simply not acceptable. They were also impatient with clients who do not speak English; a lady from Guinea Bissau who had a business class ticket was left unattended until another passenger from Cameroon intervened to translate.

Although it was a comfortable flight, there is still room for improvement especially on cus-tomer service at the Istanbul Airport.

Radiant Insurance Company. Allow me register my displeasure at Radiant Insurance Company. My car was knocked by a lorry registered with Radiant. The Radiant officer came and inspected the damage and al-though I needed two doors replaced, he insist-ed on giving me one. I agreed because I want-ed a speedy end to the process since my car is foreign and has to be taken back home in time. Once the repairs were done and a claim of the amount we agreed on was made, the offi-cer refused to sign claiming I had to bring one of the doors I had removed which was badly damaged.

I had left the door in Kampala where I had had the car fixed and he said I should have brought it. He had not told me that was a requirement. When I appealed to the claims manager, he showed me something in French which he said meant I should have brought the damaged door to them. I have since appealed to the Director General who has not responded. I feel desper-ate and I am considering legal action against Radiant. How one thinks you can make a profit through an accident is mind boggling!

Posted by: Naboth Namara <[email protected]>

HAVE YOUR SAY


Dear MTN,I received a call from a named MTN Mobile Money agent (0789697311) claiming to be the country MMM (MTN Mobile Money) director informing me that I had won 500,000 FRW in randomly MTN winning numbers. He asked me to load 37,500Rwf on my MMM account and let him know after loading so that they could transfer the 500k on my account.

The next day the fake MMM director called my wife and asking how he could reach me since my phone was off.

My problem is: How do these people know my phone number and my wife’s number? Is MTN database not protected so that everyone can check and use my personal data? Is ID project database?

InyangeIs it just me or there’s something wrong with INYANGE pineapple juice? I keep buying spoilt ones for the past month.... Praise Mutanu

Rwanda Revenue AuthorityFor the last two days, 3004 (RWANDA REVENUE HOTLINE) has not been reachable for inqui-ries; which is not a good sign of their customer service... Gloria Kamanzi Uwizera

GT Bank Gt bank, Kisementi branch may easily be the worst service provider in the industry or in the service sector. I have been using this branch for quite some time. Although it is one of the busiest places in Remera, it has only 2 service tellers. The manager is on the phone and his screen is an online game, he is not at all both-ered by his WORK. Very rarely do you find both tellers at their desks, there is usually 1 teller and she is self paced. Even the securi-ty staff are the worst. At any given time, this place has queues that just suck the hope out of you. I don’t even think they care anymore.

NotaryHas any of you experienced this type of ser-vice from the Notary in Kicukiro?There is a Baaad, Very Baad Service delivery am just experiencing here La Notaire du Dis-trict de Kicukiro.....(the notary at Kicukiro Dis-trict)

Je pense qu’il faut que tu fasses quelque chose sur ce sujet.... (i think you need to do something about this)

WASACNo water in Kicukiro/Gatenga/Nyanza (Gasa-bo, Rebero, Rusororo, Cyeza, Gakoki ... Mi-dugudu)

Good morning WASAC,

I just want to let you know that we have more than 4 weeks withoutwater even 1 minute. I live in Kicukiro dis-trict, Gatenga sector in Nyanza cell. The problem of water cut is in those Midugudu Gasabo, Rebero, Rusororo, Cyeza, Gakoki ... etc. What happened? Sometimes in other WASAC station when there will be cut of wa-ter they announce this on different radios which is not the case to Gikondo station. I am wondering how can we have more than 4 weeks without water while you have tech-nicians.

What we need is only water and inform peo-ple for any further water problem. If there is a general problem let us know, we have right to know what is doing for us. PLZZZZZZ WATER!!!!! Davis

KCB burundiLost my KCB ATM card 3 WEEKS ago and ordered for another one the same day and I was told I will get a new one within two weeks. Its been 3 weeks now and when I checked at KCB Bank Burundi.. I was told to wait for another 2 weeks because they just made the request....???? SErously ???? Landry Sibomana

OnatelI have no words to explain Onatel’s internet connection. So embarrassing!!! Kim Kimani

LG ProductsI have a complaint though. Hotpoint the dealers in LG products don’t understand the concept of warranty. They have ignored my Claim completely. They have chosen to ig-nore my complaints about the Aircon I pur-chased 8 months ago with 2 years warranty.This is very sad that such a big brand can fail to honour it’s promise. Herman Ngoga

HAVE YOUR SAY


A chaque fois que j’anime une session de formation,

je suis ébahie par le degré d’intérêt des participants. Ceci est d’autant plus évi-dent que les travailleurs con-sidèrent la formation acquise comme un outil performant de motivation.

Ce n’est pas qu’une question de coût

La question que l’on peut alors se poser est la suivante « Combien d’entreprises of-frent des formations à leurs équipes ? Combien d’entre-preneurs investissent dans leurs employés ? Combien comprennent qu’un des meil-leurs outils de gestion est la formation du personnel ?

En parlant à Joseph, un des patrons d’une grande PME à Bujumbura, sa réflexion est d’autant plus éloquente qu’il comprend l’importance de la formation mais comme il le dit « Finalement, je perds parce qu’une fois que mes

employés sont formés et sont plus performants, ce sont d’autres entreprises qui les débauchent.»

C’est vrai que la formation représente un coût inhérent pour les entreprises. Mais considérez plutôt ce que l’on y gagne :

a) un personnel formé est plus performant

b) un personnel formé vous permet d’être rentable

c) un personnel formé se sent plus motivé

d) un personnel formé se sent souvent loyal à l’entreprise.

Souvent, les employés qui n’ont suivi aucune forme de formation se retrouvent to-talement perdus face à des questions parfois simples des clients. Une fois, j’ai vu un

employé qui ne connaissait même pas le nom du directeur de la société pour laquelle il travaillait. Comment voulez-vous que ce dernier sache répon-dre aux questions ?

Les salariés motivés par les formations

De tous les temps et sur tous les cieux, les salariés ont souvent une soif énorme de formation, qu’elle soit axée sur les métiers techniques ou sur tout ce qui touche à la performance des équipes.

D’après un sondage, trois quarts des salariés se disent prêts à suivre une formation pendant leur temps de loisirs si l’entreprise le leur pro-pose. Ainsi donc 74 % des salariés indiquent qu’ils répondraient positivement à ce type d’opportunité, seulement 15 % “d’irréductibles” ne veulent pas em-piéter sur leurs loisirs. Le secteur privé apparaît le plus réactif au sujet des formations, avec 77 % de salariés favorables à une telle opportunité contre 72 % dans le public.

Cet engouement porte sur des formations d’exper-tise et d’adaptabilité ou sur celles directement liées aux activités professionnelles des travailleurs. Les employés sont demandeurs de formations liées à leurs activités et qui peuvent faciliter leur évolu-tion professionnelle. Ils sont aussi demandeurs de formations sur le développement personnel, des formations généralistes comme les langues, l’in-formatique.

BUSINESS MANAGEMENT

Par Eddie Heh

47June-Aug 2015

electronically through a de-vice, seat availability should not be a problem.

5. Lastly, maybe the GPS on the drivers’ cell phone could be made use of to see the lo-cation of the bus. A single app that integrates the above in-formation for all Bus Services would be preferable. Jamie Boiles

EngenGreat customer care at the Engen station near RSSB. As they pumped my gas they asked to check my oils and coolants, etc. Topped me off to make sure my engine didn’t overheat! Good job! Be-sides, they were very polite.Peter Malinga

RwandairThanks for a genuinely pleasant & great service on board RwandAir from Kigali to Lagos and then finally to Accra. Was very amazed at the friendliness of the crew on board. Let’s patronize Af-rican businesses. Mac-Jordan Degadjor

47June-Aug 2015

Adventist Dental ClinicAdventist Dental Clinic in Ka-cyiru is one class apart from the rest. It gives me hope that we have some serious service providers around. The Den-tist even called me after my visit to check how I was do-ing.

Kigali TransportationThe bus service in Rwanda is very efficient. I have used the services of Stella and Inter-national between Rwamaga-na and Kigali and RFTC with-in Kigali and am happy with the service. I would appreci-ate it if an App and Website could be developed where

1. I could see all the bus routes on a Map.

2. I could see the time table of the buses.

3. I could see the starting point of the Bus (for Example Nyabugogo or Giporoso) - so I can make a decision which bus station to head to.

4. I could see the availabili-ty of seats on the bus. Now that the tickets are generated

Masters LoungeBig up to Masters Lounge and Restaurant - MTN Centre. Great hospitality, super am-bience, nice and tasty food. Need I say more? Malo Nyar

Micky Mouse RestaurantHave you been to Mickey Mouse restaurant?! I love the way lady Chantal welcomes and serves her customers. Please try it and see for your-self. It is at Kimihurura oppo-site Mamba. Ann Kim

Blueberry Hotel & Restau-rant (Nyarutarama, MTN road) - service was great, food was great and came out fast, servers could ex-plain items on the menu and even make suggestions...very accommodating for a big group...all the employees were welcoming, smiled and asked throughout the meal how everything was. I was really impressed. Carol Akii-ki-Matama

THEY WOWED US


Many people after 35-40 years of age, partic-

ularly office workers start complaining of pain in the neck and/or pain in one or both arms, hands, fingers or shoulders. This pain common-ly comes after working con-tinuously for some time. They may also have abnormal sen-sations like tingling, numb-ness, e.t.c. in their limbs.

One of the main reason for these complaints is “cervical spondylosis”. “Cervical spon-dylosis”, is a condition of de-generation of the spine in the neck. Though it occurs due to advancing age, it appears early in life as compared to other degenerative chang-es because the neck is a very delicate part. It supports the head and is put through a lot of movement and stress with the head movements for practically all day time activ-ities of a person.

Reading or writing for long hours continuously with the neck bent makes one more prone to cervical spondylosis. Working on a computer for a long time also increases the risk. Cervical spondylosis is the result of all these activi-ties. Using high pillows while sleeping also exposes one to the risk of cervical spon-dylosis. With a high pillow, the alignment of the spine at neck does not remain level with the rest of the spine thus putting it to stress.

As the neck is subjected to stress for multiple reasons, space between the verte-brae (bones of the joints of the spine) is reduced, thus causing pain in the neck on movement. Small new bones called osteophytes are formed between the verte-brae. Compression of nerves by these osteophytes is the cause of numbness, tingling and pain in the affected area. The symptoms may be felt in the neck, shoulders, upper back, arms, forearms, fingers or hands depending on the location of the osteophytes.

At times carotid arteries that supply blood to the brain may be compressed by the osteophytes or reduced space between vertebrae, causing dizziness while walking. One may also get paralysis of up-per and/or lower limbs due to blood supply to the brain being curtailed. These symp-toms also depend on the site of degenerative changes in the neck. Damage higher up in the neck can involve all 4 limbs, whereas changes in the middle or lower part of neck can manifest as more lo-calized problems in the limbs. Blood supply to the inner part of the ear may be com-promised by the osteophytes, causing dizziness and tinni-tus, i.e. hearing abnormal sounds inside the ear.

Cervical spondylosis cannot be cured by medication, all that can be done is prevent further progress. The first

useful step to remove high pillows while sleeping. Ideal-ly, “no pillow”, is best, but if necessary, one should use a very thin, hard and even pil-low. Avoid bending the neck while working. For example, during reading and writing one can place the book/copy at the level of the eyes. Simi-larly, turn round completely to look back instead of turn-ing just the neck.

Calcium supplements are useful to prevent and reduce osteoporosis. If neck exercis-es are done regularly they are also very useful for those who suffer from spondylosis. Exercise helps to retain flex-ibility of the neck and pre-vents further progression of spondylosis.

Those suffering from severe spondylosis are advised to wear a cervical collar. This supports the neck and mini-mizes movement which gives relief from pain and other troublesome symptoms. Cer-vical spondylosis is a change that occurs with aging in some people and with pre-cautions, one can lead a near to normal life even with the condition.

Dr. Rachna Pande is a specialist in Internal medicine at Ruhengeri Hospital E-mail – [email protected]

YOUR HEALTH MATTERS

By Dr. Rachna Pande

“An image is not

simply a trademark,

a design, a slogan or

an easily remem-

bered picture. It is

a studiously crafted

personality profile

of an individual,

institution, corpo-

ration, product or

service.” Daniel J.

Boorstin

49June-Aug 2015

KIGALI SERENA HOTELRwanda’s Leading Hotel

50 June-Aug 2015

The annual gorilla naming ceremony, locally known

as Kwita Izina, is the biggest tourism event in Rwanda.With the annual week-long event now shifted to Septem-ber from being held in June or July in the past, the Rwan-da Development Board (RDB) intends to have it well organ-ised and have more private sector participation to gen-erate the highest impact in terms of the activities sched-uled to take place, number of visitors and revenues.

Amb. Yamina Karitanyi, the Chief Tourism Officer at the Rwanda Development Board, says the annual event is meant to celebrate conserva-tion efforts which have seen the gorilla numbers grow by 26.3 per cent since 2010 as per the last census.

Why September?The reason why Kwita Izina, Rwanda’s most popular tour-ism promotion event, was shifted to September, Amb Yamina says, is mainly to tackle the issue of seasonality in tourism and show tourists that they can visit Rwanda at any time of the year.“The period from June to August, during which Kwita Izina was held in the past, is very busy and hard for tour operators to leave their coun-tries, therefore promoting the event does not have as big an impact as expected. So we want to have it in Sep-tember when the low season starts, so that we are not only selling in the three or four months of high season but are spreading it in the other months,” she explained in an exclusive interview with The ServiceMag.Amb. Yamina said that with

the event now held in Septem-ber every year, there would be better consistency com-pared to before and enough time to prepare for as many promotional activities prior to and during the event.In addition to that, Kwita Izina will be celebrated as part of the World Tourism month activities which hap-pens to be September and will give Rwanda much more exposure in terms of telling her sustainable tourism and conservation story on the global arena.

Activities expected in this year’s Kwita Izina Going by the event’s calen-dar and schedule, the week will start with a cultural cer-emony focusing on the impor-tance of cows in the Rwandan tradition and their impact on the socio-economic wellbeing of Rwandans.

50 June-Aug 2015

FEATURE STORY

By TSM Reporter

The ceremony, dubbed “Inka Z’URwanda” (loosely translat-ed as ‘The Cows of Rwanda’) will be celebrated in the East-ern Province and will also serve to expose Rwanda’s national cultural heritage to visiting tourists.

Other events to be held in the build up to the ceremo-ny will be a conservation fo-rum themed ‘A conversation on conservation’, a photo exhibition, a familiarisation trip and regional tourism business to business forum, launch of a community proj-ect and the famous commu-nity party which will be held on the eve of the gorilla nam-ing ceremony featuring tra-ditional dances and cultural story telling.

The naming ceremony, to be held under the theme “Con-serving now and for the fu-ture,” will see 24 baby goril-las named, up from 18 that were named last year.

Amb. Yamina noted that Kwi-ta Izina continues to contrib-ute to the growth of Rwan-da’s tourism industry; one of which is image building.

“There have been global commendations for Rwanda especially in the area of sus-

tainable tourism and conser-vation.”

Five per cent of all tourism revenue is given back to the communities surrounding the three main national parks in the country, thus empower-ing the communities to own up the conservation process and fight illegal acts such as poaching, she says. This con-tribution is used to fund lo-cal priority projects such as schools, health centres and businesses.

“Rwanda has been a model and reference especially in gorilla conservation and as mentioned earlier, through the annual Kwita Izina, we recognize these efforts,” she said.

The event is becoming more and more popular interna-tionally with more people coming from all over the world to Rwanda for the event. In Musanze District, where Kwita Izina is held, the occupancy rate in hotels is usually at 100 per cent- a win for the private sector.

It also begs the question of how involved the private sec-tor plans to make this year’s event an even better one for visitors.

Greg Bakunzi, a Rwandan conservationist and propri-etor of Amahoro Tours, a tour operating firm, told The Ser-viceMag that they currently have a programme dubbed as ‘Summer camp festival’ aimed to create awareness of Rwanda’s conservation ef-forts and promoting it as a tourist destination.

“Our objective is to create awareness between now and the Kwita Izina ceremony so that the turn up for the event is large,” he said.

Tourism is Rwanda’s number one foreign exchange earn-er and it continues to play a crucial role in the coun-try’s development. Revenue from tourism almost tripled from US $187 million in 2010 to $303 million in 2014 with over 1.2million visitors having come to Rwanda last year.

“We are working with the ho-tels, airlines, tour operators and the entire industry to see that we all take advantage to see as many visitors come for this year’s event,” Amb. Yam-ina said.

51June-Aug 2015

FEATURE STORY

52 June-Aug 2015

On March 19th 2015, TSM held its annual customer service awards at the Kigali Serena Hotel. The awards were based on a survey carried out from January –March 2015 through an

online survey and face to face interviews across the country. This is the third customer service survey conducted by TSM.

The survey considers both public and private sectors including: • Airlines • Banking• Insurance Services • Healthcare Services• Hotels • Restaurants• Internet Services • Telephone Services• Government Agencies • Media Services.

The following are the results obtained from the survey: 258 surveys were received through the online portal and 3989 surveys were compiled during supported face to face interviews. A simple representation of the demographics from this year’s survey is given to the right.

SURVEY

53June-Aug 2015

Respondents were asked to nominate best and worst service providers in the sectors listed above. A net score was derived from the difference between the numbers of votes for ‘Worst’ deducted from ‘Best’. The provider with the highest net score was claimed to be the overall winner.

The following table summarises the responses from this year’s survey used at the awards ceremony:

Sector ‘Best' Provider Votes ‘Best’ Votes ‘Worst’ Net Result

Airlines Rwandair 213 32 181

Banking Bank of Kigali 938 317 621

Insurance Ser-

vices

RSSB 1971 237 1734

Healthcare

Services

University Central Hospital of

Kigali

530 197 333

Hotels Serena Hotels 312 17 295

Restaurants Fantastic Restaurant 246 61 185

Internet Services TIGO 1265 570 695

Telephone

Services

TIGO 1743 547 1196

Government

Agencies

RRA 351 123 228

Media Services Radio Rwanda 435 117 318

Overall Winner RSSB

SURVEY


By Sandra Idossou

AT YOUR SERVICE

55June-Aug 2015

Cynthia’s words of wisdom to the youth, “Believe you can get anywhere you want to be. It just takes a great deal of discipline, passion and de-termination.”

For those seeking to pursue a career in radio, she advis-es; first make sure you love it enough. Be curious, and have a passion for story telling. She adds that one will need a lot of patience to make it in radio because it takes time for one to prove their worth. “You just need to DO IT”, she affirms.

When she is not working, Cynthia enjoys meeting friends over a cup of coffee. “I love Rwandan coffee,” she adds. “I never get tired of meeting people and hear-ing what they have to say. I travel whenever I have the opportunity. Traveling and seeing the world, experienc-ing different cultures, is the best teacher in the world.” She also watches TV a lot.

1. When are you happiest? I am happiest when I am around the people i love, i love creating memories for them and with them.

2. What inspires you most? Successful people who re-main humble. I mean suc-cessful in all kind of ways, not necessarily money, but even with other achieve-ments. It takes a great deal of character to be successful and remain humble.

3. What is your saddest mo-ment? I do feel sad when something sad happens, but i do not sit and wait for it

4. Your favorite hangout spot? I love coffee shops. They allow me to converse with people, and they give

me positive energy.

5. Favorite drink/snack/dish? I have just discovered an interesting cocktail, called Pio in one of the restaurants in Kigali but my favourite, is a good capuccino, and the basic food is rice, vegetables and thick sauce.

6. What gadget can’t you pos-sibly do without? I thought I could not do without my laptop and phone. But the re-ality is I totally can, I tried switching all of them off the other day for sometime and discovered I can but I need to have them close just in case.

7. Your dream car? When I was 18 years old, I discovered a TIGUAN. It is a car that nev-er got very popular, but it is still on my bucket list.

8. If you had one wish, which influential person would you like to meet? I would want to talk with Christiane Amanpour. I think she has quite a number of stories to tell.

9. Are you dating, single or married? I am dating a very charming man!

10. What is the most daring or craziest thing you’ve done ? I think I am boring, or maybe I am just a good girl. I can’t think of anything thaaaat crazy I have done!

Cynthia is the first born of three. She can hold a

conversation with just about anyone and describes herself as a born-talker. My career chose me, she says. “Nine years ago, a friend called me and said I could do radio. I laughed at him, but accept-ed to go and try. My first try was fine, and then I was asked to read an announce-ment, which was pretty disas-trous. I remember it as if it was yesterday. But it wasn’t enough to break me. I went back the following day, and it was way better.”

She loves radio because it gives people an opportunity to express themselves and discuss issues. She loves that she can develop programmes and get people talking and hooked to the programs. Her job gives her an opportunity to talk about life, touch listen-ers and influence changes in society.

It has not been without its challenges as Cynthia shares, “Initially, being a radio pre-senter wasn’t a very reward-ing job in terms of revenue. You needed to like it, stick around despite the bad con-ditions, and then develop it. Not all of us made it in this business.”

What is a typical work day like for Cynthia? “I wake up at seven, I am in the car by 8, and get to office by 8:30 and start work. I usually get a cup of coffee around 3 in the afternoon. Based on the amount of work, my day at work can end between 5 and 8pm. I exercise 3 days a week, am usually home by 9pm. A quick shower and light dinner, read or watch a movie, then call it a night.

AT YOUR SERVICE

“When it is obvious that the

goals cannot be reached, don’t

adjust the goals, adjust the ac-

tion steps.”

Confucius

56 June-Aug 2015

The challenges of this age are as complex as the age

itself. Online crisis has be-come part of what we must live with. Shrewd Community or Public Relations Manager must keep honing their skills to work out things for the or-ganizations or brands they represent.

Let us look at the best ways to address online crisis or any other messy situations which we may confront.Nail the source, find the mo-tive: You cannot win a war you know nothing about. This is the reason why in military setting, strategy is essential. Strategy rests on better ap-preciation as well as under-standing of all the enemies’ antic, resources etc.

Is the individual or group out to score cheap points?

Is there any justifiable rea-son for this? No reason is too small to overlook. What you may consider insignificant may be very significant to the other party. Wear their shoes if they have a genuine point.Be professional: When the water is soiled and tempers are charging high, there is always a tendency to throw professionalism out by en-gaging in unethical means of resolving the issues. No matter the level of provoca-tion, always be professional in the way you handle issues. Many underdogs will want to drag you to their own level by being mischievous so they can tell the world what you are doing wrong. They have a sinister motive which you must not allow them to ac-complish through you. In all you do, ask if what you are about to say or publish will

enhance your brand’s profes-sionalism. Use the same channel: The channel used by the com-plainer should be your orga-nization’s first communica-tion tool. If the issue kicks off offline, start with that plat-form and incorporate others as a way to gain greater vis-ibility for your argument or defence. Desist from name calling: There is always a tendency to join the bandwagon by resorting to name calling or engage the use of abu-sive words. You do not gain friends by being abusive; you only make people laugh and wonder.Focus on the issue: People who start the war will usual-ly want to distract your focus by throwing up several non relevant issues. Stay on the issue, address the major is-

By Yinka Olaito

ICT

57June-Aug 2015

sues at stake and stop jump-ing around to issues that are not relevant to the present crisis. Switch and use offline tools: While the online tools may be good, wise organizations also understand the use of other offline tools that can quickly lower the tension. Always go the extra mile to deal with your clients’ complaints. Show empathy: Whatever happens, show empathy. Never display any form of arrogance or show off an at-titude. Remember 3 billion on-line users may be monitoring

your reactions.Communicate, communicate communicate: This is not the best time to maintain silence. Communicate the efforts you have taken, that you are tak-ing and the solutions you have provided till the crisis dies down. Never assume people know you are trying. You have got to let everyone know you are doing some-thing, offering help and pro-viding ongoing assistance, and working towards a solu-tion for the party concerned. We may not always get 100% result every time but it is ob-

vious we will always come out better, stronger and we’ll appreciated by all.

The author is a communications specialist, Social Media expert, trainer and speaker. www.yinkaolaito.com

ICT

“Ordinary people can spread

good and bad information

about brands faster than mar-

keters.” Ray Johnson

58 June-Aug 2015

FASHION PAGE

By Efua Hagan

Midyear is here, and for some of us that time to revamp our wardrobe is steadily approaching our doorsteps.

Although going on a shopping spree may not be a realis-tic move, making an investment on at least one item for instance at the end of every month can build you a strong new wardrobe over time. If your style is becoming repet-itive and mundane bring it back to life to celebrate your form and confidence.

Accentuate a look with Hair accessories Hair accessories are used to keep hair away from the face, and to style one’s hair. In the same way that a necklace accentuates the neck, hair accessories draws attention to and highlights one’s hair. Hair accessories by all means are not limited and range from head bands, clips, fascinators and more. They come in vast shapes, sizes and materials making them suitable for any occasion, whether a wedding or cocktail party.

Photo 1. Dress: 40,000 RwfLocation: J&J Exclusive lo-cated at the entrance of Simba supermarket, city centre.

Photo 2. Maroon blouse: 20,000 RwfLocation: Fashion World Ltd

Photo 3.White blouse: 25,000 RwfPurple Skirt: 30,000 RwfLocation: Fashion World Ltd

Hair clips: Price: 5,000 RwfLocation: Fashion World Ltd

58 June-Aug 2015

59June-Aug 2015

FASHION PAGE

Shoes; Striking that balance between Comfort and Style Consider the following scenario; Jane is walking past some shops when she spots a pair of shoes on display. A surge of excitement flows through her, for her eyes have convinced her that these shoes are destined for her. She enters the shop and asks the attendant for a size 7. “I’ve only got this in a 6” replies the attendant. Jane asks him to bring it out anyway assuring herself that she can squeeze into it. To Jane’s amazement her foot slides into the shoes, despite the uncomfortable pinch at her little toes. “Its fine” she tells herself, “shoes usually stretch out with time as they are worn.” A few months down the line, the uncomfortable pinch turns into a dreadful and painful sensation! What a dilemma. Eventually Jane can no longer bear the self inflicted suffering and opts to give the shoes away.

Some people will tell you that the first thing they notice about someone is their shoes. “Shoes can tell a lot about a person” they may say. However in addition to shoes looking tasteful, they should offer the wearer optimal comfort in order to serve their purpose to the fullest.

Fashionable home décor accessoriesPersonalize your home with accessories of rich Rwandan culture. These acces-sories by AGAKONI cooperative come in a range of sizes and are easy to blend into any color scheme because of their accommodating neutral tones. Whether you opt to place a few on a table’s sur-face or hang an assortment on a focal wall, the outcome will be sure to leave a lasting impression.

Men’s Formal shoes: 60,000 RwfLocation: Fashion world Ltd

Ladies formal shoes: 50,000 RwfLocation: Fashion World Ltd

Cost: Left-12,000 Rwf, Right-7,000 RwfBy: AGAKONI cooperative

Cost: 12,000 RwfBy: AGAKONI cooperative

Cost: 7,000 RwfBy: AGAKONI cooperative

AGAKONI products can be found at the Rwanda Nziza store. Tel: +250 (0)785371520Contact details for Fashion world Ltd +250 (0)78 828 9416Contact details for J&J Exclusive +250 (0)782300028 59June-Aug 2015

60 June-Aug 2015

PICTORIAL

60 June-Aug 2015

61June-Aug 2015

PICTORIAL

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62 June-Aug 2015

GIRA URUHARE MU KUNOZA

SERIVISI UHABWA

www.nayombi.rw

KANDA *788*0#

Documents

The ServiceMag Issue 22