Describes what is customary in the market for sales and customer support.
Last Published: 7/11/2019
Sales service is available for most products in Rwanda, but customer service levels are poor in comparison to international standards.  Many firms in Rwanda do not give high priority to customer support and suffer from a lack of customer loyalty.  The government and importers of sophisticated industrial equipment generally ask for after-sale service agreements.  There are a growing number of small computer and electronics companies specializing in after-sales support, however most multinational companies in Rwanda service local clients via their offices in Nairobi or Johannesburg.

Foreign firms may increase market share by providing higher levels of service, including professional repairs and maintaining a well-trained staff of service technicians capable of advising customers as well as repairing their equipment.  It is helpful for companies to prepare their sales materials both in English as well as the local language, Kinyarwanda.
 
Prepared by our U.S. Embassies abroad. With its network of 108 offices across the United States and in more than 75 countries, the U.S. Commercial Service of the U.S. Department of Commerce utilizes its global presence and international marketing expertise to help U.S. companies sell their products and services worldwide. Locate the U.S. Commercial Service trade specialist in the U.S. nearest you by visiting http://export.gov/usoffices.


More Information

Rwanda Trade Development and Promotion