Sunday 2023-06-04




By Qondile Ntiwane | 2021-09-15

The stage is almost set for the launch of the Eswatini Customer Service Week on October 1. The Eswatini Customer Service Week (ECSW) gives organisations an opportunity to associate themselves with good customer service.

The launch will be marked with an organisation march in declaration of customer centricity and will be hosted by Ezulwini town.

Interviewed on the matter, Chartered Institute of Customer Management (CICM) Eswatini Country Representative and Eswatini Customer Service Week Chief Organiser Dr Oliver Museka said everything was progressing according to plan in as far as the event was concerned.

He stated that they were currently in the process of finalising the nominees for this year’s edition of the event themed the power of service. “Everything is going well so far and we will be announcing the nominees soon,” he said. The launch will be followed by the actual customer week commemoration starting on October 4-8.

The ECSW will be followed by the Eswatini Service Excellence Awards scheduled for October 15 at Esibayeni Lodge. The Eswatini Service Excellence Awards are conferred to organisations that are doing so well in championing and promoting service excellence.

The nomination process opened on August 15 and the deadline set for today. Museka noted earlier that there would be 17 categories in total. He said 10 out of these would be determined by the general public while the remaining seven was open to interested organisations.

“Consumer expectations are continually rising; the wider community is becoming aware of the value and role that Customer Service plays in achieving business success.

This highly demanding area is arguably the critical success factor for many organizations and the country at large. These awards recognise, promote and reward excellence, professionalism and outstanding achievement in all sectors of the economy,” said a few weeks ago.

About the CSW Customer Service Week is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. The customer service week is celebrated annually during the first full week in October.

It started in the US in 1991 and has spread throughout the world with many organizations like the Chartered Institute of Customer Management (CICM) advocating and promoting customer centricity. Annually a theme and logo are released to guide the celebrations Eswatini has actively been involved in this celebration facilitated by IRDM University College a channel partner of CICM.

The partnership has birthed a professional body for Customer Experience professionals in the Kingdom that will henceforth oversee the Eswatini customer service week events. 2021 Theme/logo For many reps, the coronavirus pandemic turned life upside down. They moved from working in an office to working remotely.

They learned to navigate workspaces shared with children and other family members. They became a reassuring and comforting voice to customers who were often stressed and anxious.

And in many cases, they did all this without reliable phone and internet connections or the support of their peers and managers.

The theme is colourfully illustrated in fuchsia, turquoise, and gold logo. And it is imprinted on a wide-range of decorations, gifts, rewards, stress relievers, puzzles, and activities created to celebrate The Power of Service.

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