3-mob.com 
The 5th annual Service Excellence Awards Dinner Ceremony held on the 28th of October 2016 at Cresta Lodge, saw captains of industry and corporates walking away with various accolades.
The Minister of the Harare Metropolitan Provincial, Honorable Miriam Chikukwa graced the awards ceremony with also the captains of industry and many other individuals who came to support service excellence in Zimbabwe present.
The Minister alluded that customer service is a catalyst for economic and social growth and she is happy to note that over the past year there has been a notable increase in the awareness of Customer Service Excellence issues in Zimbabwe.
Minister Chikukwa applauded various stakeholders who are joining forces with Contact Centre Association of Zimbabwe (CCAZ), in promoting a culture of Customer Service Excellence.
She highlighted that the government is committed to seeing improvement in service delivery and the crafting of the client service charter by the Office of the President and Cabinet is a clear indication of how important a culture of Customer Service Excellence is as a key ingredient for any economy in the world and as such Zimbabwe should embrace it expediently.
Also present for this prestigious event were the adjudicators who took a lot of time to make sure that the survey findings were accurate and the wards were going to the right organisations and persons who in the end truly deserved recognition.
Mrs Susan Makore from AB Communications , Mr Ivan Craig from Zimbabwe Agricultural Society, Mr Thakoleza Sichoni from Zimbabwe Investment Authority, Mr Proctor Nyemba from Internal Control Institute, Mr Tendai Mutseyekwa from Old Mutual and Mr Sabastine Zuze from Standards Association of Zimbabwe and Darlick Marandure from Zimpapers were the adjudicators who finalized the findings of all the surveys that took place for the awards to happen.
Marandure applauded the researchers from Chartered Institute of Customer Management (CICM) who were working with Select research to come up with raw data which was used in the process of coming up with winners.
He explained to the audience the process which was used to determine those with great service deliveries and they were mystery shopping, structured questionnaires which were distributed around Zimbabwe and Survey Monk an On-line research application was used.
“Generally the hospitality sector still remains at the top in terms of customer satisfaction rating with 81%. Notable decrease was recorded in the Banking Sector with 44% from 64% and local authorities with 35% from 42%. Product and Services quality with 24% is the main driving factor in customer purchase decisions followed by staff attitude and speed of service and price being the fourth with 15%,” said Marandure as he was giving his speech at the awards dinner ceremony.
The CICM CEO Ricky Harris said, “winners from each country including Zimbabwe will participate at continental and in the 2017 Africa Service Excellence Awards which will be held in South Africa next year. The 2016 winners included Barclays Bank, DHL, Multichoice , Fly Emirates, Pick n Pay among others.
Rinos Mautsa a customer service expert and the Executive Secretary for CCAZ, said that this year’s awards were well attended and the main initiate of promoting a culture of Service Excellence is being met and being adopted religiously by many organizations in and around Zimbabwe.
He highlighted that CCAZ as an association will continue to work with the government and other organizations in promoting service excellence in Zimbabwe and the development of the call centre industry.
All in all there were twenty-seven (27) sectors and various companies and individuals walked away with trophies and certificates signifying reward for service excellence.
Contact Centre Association of Zimbabwe presser
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