To embrace Service excellence, every year we celebrate the Customer Service Week and Service Excellence Awards

The International Customer Service Week (First Full Week of October)

CSW2015logoCustomer Service Week is an international event devoted to recognizing the importance of customer service and to honouring the people who serve and support customers with the highest degree of care and professionalism. Since 1991, the Customer Service Group has sponsored the official Customer Service Week program. In 1992 the U.S. Congress proclaimed Customer Service Week a nationally recognized event, celebrated annually during the first full week in October, other countries adopted and to this day over 80 countries take part in the CSW celebrations.

The International Customer Service Week logo is a trademark of the Customer Service Group, which regulates its use. This year’s Customer Service Week theme is Everyday Heroes™. The theme recognizes that everyday, frontline customer service professionals are heroes in their customer’s eyes.


It’s a powerful message for service teams and entire organizations to celebrate during Customer Service Week.

Zambia Customer Service Week (3-7 October 2015)

Zambia customer service week

As part of the international celebrations, Zambia has joined the rest of the world to celebrate the Customer Service Week (CSW). The Zambia Customer Service Week is dedicated to promote a culture of service excellence in Zambia and to appreciate the role of customers and customer service/call centre employees in business growth and sustainability. The Zambian Institute for Customer Management hosts the CSWeek in Zambia every year. We are inviting all corporates to join us in celebrating this wonderful cause!


Every year, during this special week, organizations can:

  • Boost morale, motivation and teamwork.
  • Reward front line reps.
  • Raise company wide awareness of the importance of customer service.
  • Thank other departments for their support.
  • Remind customers of their commitment to customer satisfaction.

CSW Program

Inhouse programs:

All participating organisations carry out in-house programs and also have their logos featured on all publicity and promotional campaigns undertaken for the awareness of the Customer Service Week.  During the in-house programs, companies have the opportunity to celebrate the CSW at their premises in their customer service centres. Inhouse programs may include but not limited to:

  • Customer service trainings
  • Customer related promotions
  • Decorating customer service areas
  • Rewarding key account customers
  • Top management serving customers
  • Employee fun day(Fun dressing, dress competitions, customer service reward programs)

Promotional campaigns will include but not limited to:

  • Street/Road March (companies are free to join )
  • Road shows
  • Billboards, posters, electronic and print adverts
  • Branded CSW t-shirts, shirts and other materials to use for in-house programmes
  • Participation certificates

Customer Service Week Brand expo

All participating organisations participate in the  CSW Brand expo which takes place in designated public areas like malls in Lusaka on the fourth day of the ZCS week. Companies set up tables, stands, gazebos etc. to exhibit their customer focused brands as well as showcase their customer service initiatives for the year. Various forms of entertainment will be available and this will be a great opportunity for companies to sell their customer focused brands and show the nation their commitment to service excellence.

Service Excellence Awards

Service Excellence Awards logo

The Zambia Service Excellence Awards are organised and managed by the Zambian Institute for Customer Management. With customer expectations 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 organisations and the country at large. For this reason it was important that the country has its own National Customer Service Awards to recognise, promote and reward excellence, professionalism and outstanding achievement in all sectors.

A separate document (Service Excellence Awards Methodology) is available for the more technical details of the awards. Click here to download or email to get a copy.