INDUSTRY and Commerce minister Mangaliso Nqobizitha Ndlovu has advised businesses to prioritise ethical and good governance practices otherwise they will be consigned to the “dustbin” by consumers.
For years, local and foreign owned businesses have been accused of using unethical practices in selling their products or services to customers.
In a speech read at the official book launch of Consumer Protection Commission of Zimbabwe (CPC) chairperson Mthokozisi Nkosi last week, Ndlovu said businesses needed to do better in interacting with customers.
The title of the book written by Nkosi is New Generation Customer Service: The True Costs of Customer Service.
“It is refreshing to note that the launch of the book is running under the theme Celebrating the Importance of literature in Developing and Shaping a Sustainable Customer-centric Culture Necessary for Accelerating Economic Growth Towards Vision 2030,” Ndlovu said in a speech read by the Industry and Commerce ministry quality assurance and trade measures director Riyana Chibanda.
“I am happy that this theme is a reminder and warning to businesses and service providers that (those who) fail to meet the expectations of their customers will be consigned to the dustbin of history and it will judge them ruthlessly.”
He said he hoped that key decision-makers in both the public and private sectors would take time to appreciate the thought-provoking work by Nkosi and walk the talk on customer service.
“The adage ‘Customer is king’ clearly points to organisations that have to do everything possible to satisfy the needs of their customers who ultimately pay the salaries of all employees,” Ndlovu said.
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About his book, Nkosi said it was a culmination of his three-decade experience in business, part of which had seen him being exposed to world-class customer service.
“This is a result of work-related experience of over three decades and having been exposed to world-class organisations. I think I have an obligation to share my experiences,” Nkosi said.
“In business we are now saying, they need to feel protected.
“That statement summarises customer service and the book itself takes you through all those things that I’ve talked about. A customer may need peace of mind instead of their interacting with your business.”
The Consumer Protection Act came into effect in 2019 aiming to protect consumers of goods and services by ensuring fair, sustainable and transparent market and business practices.
The Act penalises practices which infringe on consumer rights.
Consequently, several businesses have embarked on initiatives that empower consumers through education, enabling them to make informed decisions in the marketplace.
