eBusiness Weekly
HARARE – The Chartered Institute of Customer Management (CICM) is set to host the 2018 edition of the Botswana Service Excellence Awards.
Similar awards are hosted annually by CICM in other countries namely Zimbabwe, Namibia, Malawi, Zambia and Swaziland among others.
Said CICM marketing and events coordinator Tinashe Karimanzira:
“Leading service providers, organisations and individuals will be awarded for service excellence in over 15 sectors including both the private and public sectors. The awards are hosted annually to recognise, promote and award service excellence.
“The awards also help promote call centre industry development which is key for job creation in Africa.
“The Customer Service Excellence Awards have become a key catalyst in improving the competitiveness in customer service, mostly in Sub-Saharan African countries where these awards have made a significant impact over the years.”
The regional-focused CICM came up with the Service Excellence with the aim of promoting service excellence.
According to CICM, winners are determined by an online voting platform, mystery shopping visits that were carried out during the course of the year and questionnaires that are provided by CICM to the general public.
Additionally, a team of adjudicators sits down to deliberate and come up with the final list of winners.
According to the National Customer Satisfaction Index report that was launched by CICM in Zimbabwe, customer experience has become the new battleground as prices and products can be copied but not customer experience.
In view of this, organisations must grab this opportunity and focus on customer experience since high quality service helps create customer loyalty and retention which in turn enhances a business’ profitability.
The 2018 Service Excellence Awards Diner Ceremony will be graced by CICM’s chief executive officer Dr Ricky Harris, Zimbabwean call centre and customer service guru Mr Rinos Mautsa who also sits on the CICM board, as well as Malawian government officials.
