The New Times (Kigali)

14 January 2013

Rwanda: Twenty Kigali Hotels Yet to Meet Standard Customer Care

More than 20 hotels in Kigali do not meet the required customer care and service delivery, the National Taskforce for Customer Care and Service delivery has said.

The revelations come on the back of assessments in most of the hotels and other businesses operating in Kigali to check the level of customer care and service delivery.

Jean d'Amour Gatera, the taskforce chairperson, said although some businesses have improved their customer care and service delivery, many are still lacking.

"Many places have asked to improve their services and we expect that by the time we return to those places that are still lagging behind, they would have improved," he said.

Gatera said the inspection that started last Friday found that some hotels, supermarkets and banks in Kigali still had poor services.

"We found that some supermarkets had expired products, some hotels still have poor service and poor customer care. We asked them to check the concerns we highlighted," the chairman said.

He said hospitals had improved services and customer care, however, he said at a prominent hospital in Kigali, although service and hygiene had improved, the healthcare provider has appointment backlog.

"Many patients have not seen their doctors. People are being given appointments for April next year, how can a patient wait for that long?" Gatera wondered

He said they advised the hospital to clear off the backlog and put mechanisms in place to improve this situation.

The inspection of various public and private business entities continues in different parts of the country for the next two weeks.

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