The meeting agreed on the following action plan:
Rwanda Hotels & Restaurants Association (RHRA), Kigali City Council (KCC) and Rwanda Development Board (RDB), in collaboration with the Workforce Development Authority (WDA) and the Centre for Skills Development (CSD) agreed to:
1) Create awareness of the campaign being spearheaded by RDB and KCC regarding the status of Customer Care in the hospitality industry.
2) Facilitate a Capacity Building/Basic Customer Service training which is to be conducted by CSD and WDA.
3) Introduce an Evaluation Scheme: The Mayor's Award
a) Nominate a panel of judges made up of members of RDB, KCC, WDA, CSD and RHRA that will assess the level of customer care within the hospitality industry once training has been conducted;
b) Invite customers to participate in the assessment exercise at a later date;
c) Set a timeline for holding the first nominations.
Members of RHRA, KCC, RDB, WDA and CSD are to meet on 20.08.09 to schedule the agreed action plan. The team’s key priority is to identify the 10 most urgent training areas in customer care that will be addressed by immediate training.
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