Government through the Minstry of ICT, Postal and Courier Services has reiterated the pivotal role of customer experience as a catalyst for economic and social growth.
Speaking at the virtual celebrations of the Customer Service Week, Minister of ICT, Postal and Courier Services, Jenfan Muswere said the only way companies can survive into the future and to differentiate themselves as corporates in this world is through utilization and adoption of customer management strategies.
“The success to ultimate customer satisfaction and retention is becoming a terrain in which employees, customers, management, the organisation and the country at large emerge as winners.
“Long term survival and competitive advantage can only be attained by establishing an emotional bond with the customers. With the dominance of social media today, the voice of a friend carries greater weight than the voice of a formal corporate web site,” Muswere said.
He highlighted that the COVID-19 era is a clear reflection of the Power of Service, and it saw many organisations adopting the culture of working from home thus, adopting the new normal.
“…one does not need to be in a work building to provide service and a customer does not need to get away from their place of comfort to get service.
“I am happy that service excellence is a process but a prerequisite to ensure service delivery,” Muswere said.
There have been significant efforts have been towards the enactment of the consumer protection act.
“This will be a huge milestone for the consumers and towards service delivery improvement.
“To those who take customer service for granted they have to know that the most important thing that organisation should remember is that there are no results inside its walls, the result of a business is a satisfied customer,” he said.
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