The Rwanda Development Board (RDB) has urged tourism’s private sector to look at improving service delivery and customer relations to maintain growth of the industry.
Speaking at the conclusion of RDB’s annual Customer Service Week, Clare Akamanzi, CEO at RDB told those gathered that those on the frontline of customer relations must be involved in problem solving, brainstorming and research to improve the industry, according to The New Times.
“Both the public and private sector institutions should collaborate to brainstorm on major problems, do research and communicate to ensure customers are 100 percent satisfied. This improves both income for them but also income from the tourism industry that boosts the country’s economic development,” she said.
She said that within the private sector, businesses like hotels and restaurants play a vital role in serving the industry’s clients. This is also in relation to the country’s growing Meetings, Incentives, Conferences, and Exhibitions (MICE) sector, which relies on good customer service for repeat business and to maintain the country’s reputation as a potential destination to host major events.
“As government, we have paid close attention to tourism product diversification. Considering that government has been investing in infrastructure such as airports, having RwandAir expanding its wings to more countries is creating more demand for services and, therefore, there is need for efficiency in service delivery to help the business grow,” she explained.
Akamanzi discussed RDB’s marketing plans with those gathered, noting that efforts have doubled in marketing Rwanda internationally through initiatives such as ‘Visit Rwanda’. She noted that this is reliant on good customer service to help realise the potential of the country.
Cyriaque Harelimana, Minister in State in charge of Socio-Economic Development, said: “It is not only about good image creation, but also wealth creation for businesses and government where credibility counts for hotels and restaurants that are forefront runners to build the image and wealth.”