Swazi Observer - - BUSINESS - By Ma­jaha Nkonyane

IN grow­ing the cul­ture of cus­tomer ser­vice ex­cel­lence South­ern Creeks hosted a cus­tomer care ser­vice sem­i­nar at Happy Val­ley Ho­tel at Ezul­wini.

Held over the past week­end, the event was at­tended by Manzini North Mem­ber of Par­lia­ment Mac­ford Sibandze, Eswa­tini Mo­bile Chief Cus­tomer Of­fi­cer Gciniwe Fakudze, Net­storm tech­nol­ogy direc­tor and TIM groups Celu­musa Dlamini and Chief Ex­ec­u­tive Of­fi­cer of IRDM Oliver Museka.

Ad­dress­ing the im­por­tance of pub­lic re­la­tions (PR) within or­gan­i­sa­tions as the first speaker for the day was Mac­ford Sibandze who spoke about how PR can be used ef­fec­tively and ef­fi­ciently to both ben­e­fit the or­gan­i­sa­tion and the cus­tomer.

He fur­ther elab­o­rated that it is im­por­tant to be con­sis­tent in the ap­pli­ca­tion of good prin­ci­ples and morals thus it makes cus­tomers to be­lieve in the brand.

Sibandze said as­pir­ing PR of­fi­cers must know the im­por­tance of per­sonal brand­ing adding that this has worked for him as a PR of­fi­cer while with Eswa­tini Mo­bile. Eswa­tini Mo­bile Chief Cus­tomer Of­fi­cer Gciniwe Fakudze also made a pre­sen­ta­tion on ‘Key In­di­ca­tors’ on cus­tomer ex­pe­ri­ence im­pact. Ac­cord­ing to Fakudze cus­tomer ex­pe­ri­ence im­pacts 89 per cent of busi­ness.

“Com­pa­nies in the 21st cen­tury are no longer com­pet­ing with price but price has just be­come not a de­ter­min­ing fac­tor but ser­vice de­liv­ery is what mat­ters the most,” she said.

In ad­di­tion Celu­musa Dlamini also made a pre­sen­ta­tion on cus­tomer ser­vice, not­ing that cus­tomer ser­vice is the speed of de­liv­ery thus ser­vices should be ren­dered to cus­tomers on time.

Promis­ing Dlamini said promis­ing and not full­fil­ing is the prob­lem most com­pa­nies are suf­fer­ing with in the coun­try.

Chief Ex­ec­u­tive Of­fi­cer at IRDM Oliver Museka dur­ing his pre­sen­ta­tion spoke on what needs to be done to per­fect the in­ter­nal ser­vice in or­der to de­liver well to ex­ter­nal cus­tomers.

Ac­cord­ing to Museka un­der­stand­ing the com­pany well and un­der­stand­ing the re­la­tion­ship of the client with the com­pany is an im­por­tant as­pect. Museka said cus­tomer care must be a cul­ture for or­gan­i­sa­tions in the coun­try.

ALSO THERE: Eswa­tini Mo­bile Chief Cus­tomer Of­fi­cer Gciniwe Fakudze.

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