B.8.2. Occasional customers B.8.3. Transient customers
B.8.4. Europeans
B.8.5. Africans
B.8.6. Couples
B.8.7. Groups
B.9.
From the previous classification, who cause problems more
than others? B.9.1. Regulars
B.9.2. Occasional customers B.9.3. Transient customers
B.9.4. Europeans
B.9.5. Africans
B.9.6. Couples
B.9.7. Groups
B.10.
What to do when dealing with a client who gets upset?
B.10.1. I must ignore him or her and focus on other customers B.10.2.
I offer a bonus to calm him or her down
B.10.3. I call Manager
B.10.4. I try to talk to him or her to calm him down
B.10.5. I listen him or her only
B.10.6. I yield to his or her whims
B.10.7. I try other techniques
B.11. Freely, could you suggest some measures to improve
the quality of the customer service?
C. QUESTIONNAIRE SPECIFICALLY DESIGNATED TO CUSTOMERS
C.1. What is the language of your
expression?
C.1.1. French C.1.2. English C.1.3. Kinyarwanda C.1.4.
Swahili
C.2.
What kind of clients do you think to be in this Centre?
C.2.1. A regular
C.2.2. An occasional client
C.2.3. A transient clien
C.3. What do want here?
C.3.1. The Restaurant - Bar
C.3.2. The meeting room and conferences C.3.3. The Garden
C.3.4. Rooms
C.3.5. Internet-CaféC.3.6. Camping site
C.3.7. Recollections and pastoral trainings C.3.8. Library
C.3.9. Art Shop
C.4.
How do you find the prices here? C.4.1. Low
C.4.2. Reasonable C.4.3. High
C.4.4. Very expensive
C.5. D o you like the manners of the staff at the Centre
on customer relation management» ?
YES NO
If Yes why?
If No why?
C.6. Are you satisfied by services received
here?
YES NO
C.7.
How do you appreciate the service you received here at
Centre Pastoral de Fatima? C.7.1. Poor C.7.2. Good C.7.3. Average
C.7.4. Excellent
C.8.
Have you done a passage in the recent past here in
between 2008-2010? C.8.1. Never C.8.2. One time C.8.3. Two times
C.8.4. Three times C.8.5. More
C.9. Do you think the efforts made here in terms of
"quality service" invite you want to remain loyal faithful to the
Centre?
YES NO
If Yes why?
If No why?
C.10. Do you think you can invite your friends to come
here?
C.10.1. Favorable opinions C.10.2. Unfavorable
opinions
C.11. Could you suggest some measures to improve the
quality of customer service in this Hotel?
XIV Annexe 3 : Questionnaire destiné aux
employés et aux clients rédigé en Kinyarwanda
IBIBAZO BIGENEWE ABAKOZI N'ABAKIRIYA BA CENTRE PASTORAL
NOTRE
DAME DE FATIMA DE RUHENGERI
Bwana, Madamu, Madamazela,
Mu rwego rwo gusoza amasomo yacu mu Ishuri Rikuru rya INES rya
RUHENGERI, twifuje kandi dukurikije amabwiriza y'iryo shuri, gukora
ubushakashatsi muri iyi Centre. Ubushakashatsi bwacu rero twabugeneye kwerekana
uko iyi Centre yakira kandi ikabasha gutuma abakiriya bayo bayinambaho.
Ubushakashatsi bwacu twabwise : «LA FIDÉLISATION DES
CLIENTS SELON LE CONCEPT «SERVICE DE QUALITÉ» DANS LES
ENTREPRISES AU RWANDA. Cas du Centre Pastoral Notre Dame De Fatima entre la
période 2008-2010». Muri make, turashaka kumenya niba
abakiriya b'iki kigo cy'ubucuruzi, hagati y'umwaka wa 2008-2010 baba
barishimiye uburyo bafatwa ku buryo bakomeza kuza hano, bityo ikigo
kikabyungukiramo ndetse n'igihugu cyacu cy'u Rwanda kikarushaho gutera imbere
muri uyu muco wo gufata neza abakiriya. Ubushakashatsi buzadufasha kubona
ingamba zihamye zo guteza imbere umuco wo kwakira neza abakiriya muri uru
rugamba rwo guteza imbere igihugu cyacu. Tubasabye ubufasha rero kugira ngo
tubashe kurangiza neza uyu murimo twatangiye kandi tubijeje ko amakuru yose
muzaduha tuzayakoresha gusa muri ubu bushakashatsi. Ni ukuri ubufasha bwanyu
turabushima.
Nyamara mbere yo gusubiza, mwabanza mukita kuri izi ngingo :
· Ni byiza ko usubiza yakubahiriza umwanya wamugenewe ;
· Shyira agasaraba mu kazu kabigenewe.
NYIRAHABINEZA Consolée
XV
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