CUSTOMER SERVICE AWARDS NOMINEES UNVEILED

MBABANE – The race is on. The Chartered Institute of Customer Management (CICM) and the Institute of Research, Management and Development (IRDM) yesterday unveiled Eswatini Customer Service Excellence Awards nominees ahead of the awards ceremony on October 18, 2019.

CICM Country Representative and Eswatini Customer Service Week 2019 Chief Organiser Dr Oliver Museka extended his congratulations to the nominees. He disclosed that the nominees were determined by members of the public through physical and online surveys.

“The people of Eswatini have spoken and selected the brands which they believe have given them the best customer service over the past year,” said Museka during the announcement ceremony convened at the IRDM offices at Embassy House.

Satisfied

He explained that this year’s Eswatini Customer Service Week theme would be ‘The Magic of Service’ that turns an unhappy customer into a satisfied customer and a repeat customer into an advocate.
Museka said following the nominations by the public, the time had come for proof and verification through mystery shopping.

He stated that a team of adjudicators (three local and two international) would then finalise the winners that would be disclosed during the gala dinner.
 Museka noted that as government works tirelessly to realise Vision 2022, business and industry were faced with opportunities to grow as the goal of attaining First World status draws nearer.

According to the Eswatini Economic Conference 2017 report, Museka said the country found itself in an era of disruptive technologies and economic models which raised the need to find sustainable strategies to rejuvenate growth in Eswatini a priority.
“As these opportunities continue to become available, the role played by the provision of superior customer service standards will undoubtedly become more critical as the country competes on the global commerce and industry stage,” said Museka.

It was also mentioned that a number of activities were planned to celebrate Eswatini Customer Service Week 2019.
Museka said the main aim of these activities was to create a customer centric business environment in line with the strategic road map of Vision 2022.
The first of these would be a customer service march which would take place on October 4, in Mbabane.

It will be followed by the Customer Experience Conference to take place on October 17-18.
Eswatini Public Procurement Regulatory Agency (ESPPRA) Chief Executive Officer (CEO) Madoda Mngomezulu explained that the awards were meant to ensure that the customers in the kingdom g0t the best of treatment at all times.

 “We want to ensure that customers are king at all times. We seek to make it a point that customers get value for money at all times,” emphasised Mngomezulu.

 The CEO also recommended that there should be an award for the public transport sector to improve service provision for commuters.
Proud
Eswatini Consumer Association Chairman Bhanyaza Mdluli said they were proud to be part of an initiative that advocates for exquisite customer experience. He said they hoped more organisations could be deeply concerned at improving the services they offer.

“It’s impressive to note there continues to be organisations which are determined to improve the services they offer. We hope this culture grows in the kingdom,” said Mdluli.

 Ministry of Commerce, Industry and Trade Senior Quality Systems Officer Sthembiso Dlamini also expressed their appreciation to have a partner that would help ensure that service providers deliver quality products.
“We are more than pleased to have partners with a common goal which is to ultimately make customers happy,” added Dlamini.      

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