By Alfred Tembo
CUSTOMER experience is a key factor in every business seeking to expand and remain relevant in this fast changing global village, a factor why we continue train more human resource in customer relations, says Contact Centre Association of Zimbabwe (CCAZ) assistant public relations manager Carol Konje.
Speaking ahead of the sixth edition of the Customer Experience Winter School to be held next month at the Caribbean Bay in Kariba, under the theme Next generation customer service, Konje said Zimbabwe needs to continue grooming its work force in order to match global standards.
“This year’s edition has a rich line up of great and well experienced international speakers, who we are expecting to lead in the dialogue in our bid to keep up with changes around us,” said Konje.
The timely training on “customer experience” will help build on the need for companies to capitalise on goodwill to strengthen market control and visibility while growing their numbers to remain profitable at such a time when most institutions were forced to downsize while other closed shop due to Covid-19.
Konje said the winter school was open to businesses in various sectors that include banking, retail, transports, telecoms, media, construction and aviation, among others.
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“We are very excited to be hosting this event with a great line up of international and local speakers, who will deliberate on different topical issues around customer experience, service excellence, service delivery and technology among other topics that fits post Covid-19 narratives,” she said.
“It is important to note how Covid-19 disrupted the industries and at the same time revealing how customer services are no longer a priority for the future, but the order of the day.
“And the corporate world was also challenged to open their eyes to the importance of attaching value on every customer’s experience without fail.
“There are several practical team building sessions to ensure that we keep everyone attached and attentive during the training.”
One of the speakers and a customer experience expert Rinos Mautsa said Zimbabwe was poised for a radical shift towards quality service delivery provided such opportunities are seized on time.
“We have a number of internationally recognised experts, who will speak during the customer experience winter school,” Mautsa said.
“This is important to us as a country in that it helps us to remain in command when it comes to offering memorable customer experience.
“It is very important to note that these are the most valuable skills of the future that every business should be equipped with and keep within their operational culture in order to preserve best international practices among their work force.”
Some of the speakers expected at the winter school include CCAZ president and Dandemutande CEO Nerva Ncube, Old Mutual director Gloria Zvaravanhu, head of sales and service contact centre, FNB Botswana, Thuso Setsetse.