Ni ryari “Customer care” izahabwa intebe ?

Ntimubona uko baringanye umuntu waje abagana?

Kigali Rwanda muri rubanda turashaka ifaranga, turashaka imiganda, imihanda, imyaka n’imikanda tukagura isoko ry’ibyacu ku rwego mpuzamahanga, bityo amahanga akabona ko twavuye mu bihe by’imipanga. Ubu turangajwe imbere n’icyo nakwita “Customer care” ; “Customer care” ni uburyo bwiza bwo kwakira umukiliya uti : “Karibu kiliya byose ni byiza ntacyo wagaya”, wenda akagaya ariko yakiriwe nk’umunyaburaya.

Confidence z’umutunzi ufite aye murabizi ni nk’iz’umwami, ni nk’umunyemari ushaka piece ya qualite, apana ikiwani ; towa ya zamani tunataka mambo ya modern, money money i beg u be ma honey, bive mu Rwanda bitambare hose muri Afurika mu ma nigger, ayiga n’atigeze abyiga twahitinga ku ma website tugacatinga tugafatisha mu njuga icyapa tugakwitinga.

Customer care, Customer care, dushaka ngo ibe hose no mu biro bya meya, Customer care, Customer care ni uburyo service nziza zagezwa mu bakiliya, haleluya, mama miya, muri iyi minsi ni ugushyira ijisho ku miya, nataka pesa, na mimi piya ndo mana ya kusavayivu vile straggles za duniya. “Bull Dogg mu ndirimbo ye yise Customer Care”. 

Mu minsi ishize navuye mu rugo ndimo kumva iyi ndirimbo ya Bull Dogg ; kubera amagambo arimo n’uburyo ivuga kubiba mu muryango nyarwanda byanteye kuzenguruka hirya no hino mu Mujyi wa Kigali ndeba uko customer care yifashe, ariko ibyo nabonye ni agahomamunwa.

Muri uru rugendo nakoreye mu biro bitandukanye, mu maduka, muri za resitora ndetse no mu modoka zitwara abagenzi zerekeza hirya no hino mu Mujyi wa Kigali sinari nambaye ikarita y’akazi kuko wenda bamwe bari kumbona bakamenya uwo ndiwe bityo serivisi mbasabye bakayimpana ubwuzu dore ko benshi bubaha cyangwa bagatinya abanyamakuru kuko baba baziko babakiriye nabi babashyira ku karubanda.

Muri iyi nkuru sindi buvuge amazina y’ibigo nasuye, imodoka nagenzemo, resitora, amaduka cyangwa imirenge nagezeho nkasanga Customer yaho irwaye, ndetse sinavuga ngo irarwaye gusa ahubwo irarembye (ahari umuntu agiye kuyivuza yayijyana mu bitaro bikuru).

Mbere yo kubakira nagombaga kubanza kumenya amakuru

Ninjiye mu Murenge umwe wo Mujyi wa Kigali, mpagarara ku murongo hamwe n’abandi baturage bagenzi bajye, icyambabaje kurushaho ni uko twamaze isaha n’imitota irindwi nta muntu uratwakira, nabwiye abo twari kumwe nti : “Munyemerere njye kureba uyu muyobozi ushinzwe irangamimerere tumaze isaha dutegeje ibyo arimo”.

Naratambutse nsanga arimo gusoma ikinyamakuru, ndamusuhuza anyikiriza azunguza umutwe, mubwiye ko tumaze isaha tumutegereje arambwira ko yagombaga no kubanza kumenya amakuru.... bahise bamuhamaga atinda kuri telefoni mbonye ndambiwe ndagenda.

Agasuzuguro no kuvuga nabi bigaragara mu batwara abagenzi

Navuye aho ntega imodoka yerekeza mu Mujyi wa Kigali, uretse kuba baradutendetse tugatera amahane bikaba iby’ubusa, biratangaje kubona uburyo “convoyeur” yagendaga abwira nabi abagenzi ndetse na “chauffeur” amwumva ariko akavunira ibiti mu matwi.

Nubwo kungarurira tugeze aho twaviragamo byabaye ibindi bindi yarayampaye. Ariko abagenzi twari kumwe bagije bijujuta babuva bati : “Umuntu ugukeneyeho amafaranga akubwira nabi kuriya ?”

Ntabwo ari ngombwa ko unsuhuza !

Nahise nzamuka nekeza mu Mujyi rwagati ; mbere yo kuhagera nanyuze mu iduka kugura “chargeur” ya telefoni, nagezemo nakirwa n’umukobwa w’inzobe, ndamusuhuza aranyihorerera ; ndongera bwa kabiri ngirango wenda ntiyumvise, yubura amaso (kuko yarimo kureba muri “machine”) ansubizanya agasuzuguro muri aya magambo “Ni ngombwa kunsuhuza ariko ? Umbwiye icyo ushaka ntibyaba bihagije”.

Navuye aho ntaguze Chargeur ngenda nibaza nti : “Ko nshimye ko ari uyu umbwiye ibi abacuruzi bose bameze nk’uyu byagenda gute koko ?”.

No muri resitora naho !!!

Nakomeje urugendo rwanjye nari nahariye kureba uko gutanga serivisi nziza byifashe ; ubwo byari bigeze ku manywa y’ihangu, niko gufata inzira nerekeza muri resitora.

 Wumvise cyangwa ukabona uburyo yamamaza ibikorwa byayo wagira ngo koko bagira serivisi nziza ariko uko banyakiriye byarantangaje.

Nasabye icyo kunywa bakizana mu minota 16 (birumvikana nari narambiwe), ahageze namubwiye ko ntari bwiyarurire ahubwo mubwira ibyo nashakaga bindi, mubaza iminota arambwira ati : “iminota 20 biraba bitunganye”.

Byaje guhinduka kuko byageze mu minota 40 wa mukobwa ataraza niko kwigira inama yo kujya kureba “manager” w’iyo resitora mubaza impamvu ya serivise mbi nahawe, yarihuse azana bwangu ibyo nari nasabye (umenya ari uko we nari maze kumwerurira nkamubwira ko ndi umunyamakuru).

Igitangaje n’uko namaze gufungura nakishyura bakambwira ngo sinishyure “Boss yanyishyuriye”, nahise njya kumwirebera, muha amafaranga nari nakoresheje gusa sinaripfana ndamubwira ngo bakosore serivisi zabo mbi ; yanyijeje ko bigomba gukorwa ariko nyuma y’iminsi ibiri nasubiye yo nsanga ibye bimeze nk’ibya wa mugani ugira uti : “Akabaye icwende ntikoga”.

Bibananiza iki ?

Aho nagiye kuri uyu munsi ni henshi, nubwo bamwe banyakiraga nabi kimwe n’abandi baturage bagenzi banjye hari n’aho banyakiriye neza uretse ko muri iyi nkuru nibanze ku banyakiriye nabi dore ko ari nabo benshi.

Ko abantu bahora bakangurirwa kwakira ababagana neza, mu rukundo no mu rugwiro banabasekera bibananiza iki ? Kuki usanga bamwe bakirangwa n’umushiha, agasuzuguro ndetse n’ibitutsi ? Uyu muco mubi uzacika ryari ngo utanga serivisi yumve ko akwiye kuyitanga neza, uyihabwa nawe yumve ko akwiye guharanira kuyihabwa neza ?

 Ruzindana RUGASA