CUSTOMER SERVICE WEEK LAUNCHED AND SHINES LIGHT ON HORRIBLE CUSTOMER TREATMENT IN THE COUNTRY
Customer Service Week has been launched and aims to put a spotlight on the horrible services Swazis face almost every day. Customer week is celebrated the world over and is aimed at shining light on the importance of customer service and those who serve and support customers on a daily basis.
Customer week is celebrated the world over and is aimed at shining light on the importance of customer service and those who serve and support customers on a daily basis.
Commemorating the week started in the US in 1991 and has spread throughout the world with over 60 countries actively commemorating it. Since 2016 the Institute of Research Management & Development (IRDM) in partnership and collaboration with International and local organizations such as the Chattered Institute of Customer Management global (CICM), The Institute of Customer Service Professionals (ICSP), Eswatini Tourism Authority (ETA), Eswatini Customer Service Professionals (ECSP) and Ministry of Commerce Industry & Trade has actively been involved in organizing events to commemorate the Customer service week.
This year´s nominees for the Customer service week.
This year’s official Customer Service Week theme is Team Service. Speaking at the launch of the week, the Ministry of Commerce Director of Small, Micro and Medium Enterprises (SMMEs) Mluleki Dlamini stated that the week was an important reminder that no matter where frontline reps are working, what their job titles are, or how they serve customers, everyone is on the same team.
“We should also note that digital technology has influenced how customers’ wants and needs are being addressed. Digital customer experience has brought about the total online interactions that customers have with a brand or service. Most interactions take place on business website or App. But more significantly channels like social media, email, and live chat are playing a significant role on how customers connect with the product/service online. Digital customer experience is gaining a lot of traction and as such customer service should move with the times,” Dlamini said.
Ministry of Commerce Director of Small, Micro and Medium Enterprises (SMMEs)´s Mluleki Dlamini speaking at the launch of the Customer Service Launch
The five core goals of Customer Service Week have been identified as:
a) Boost morale, motivation, and teamwork.
b) Reward Customer Experience representatives for the important work they do all year long.
c) Raise companywide awareness of the importance of customer experience.
d) Thank other departments for their support.
e) Remind customers of your commitment to customer satisfaction.
Mysterious shoppers will be going around various service points, shops and retailers who have been nominated to check and assess customer service. The winners in each category will be announced and prices presented later. The categories and nominees for the awards have been released.