ZICM offers a wide range of services to the entire service industry in Zambia in line with its mandate to promote and cultivate a culture of service excellence in Zambia. We do this through making every organisation realise that what customers really desire is a truly memorable experience every time they deal with your company. Unfortunately, these types of experiences don’t just happen by chance. You need to create them. ZICM exists to help you do just that. We’re passionate about service excellence – mainly because we’ve seen what a huge impact they can have on the long-term success of any business. That’s why we’ve developed a highly effective approach to helping organisations consistently delight their customers – and it’s built on four independent, but interconnected cornerstones: Everything starts with the customer all leading to excellence!

ZICM also offers the following services:

  • Customer Satisfaction Surveys and related research
  • Mystery Shopping
  • Customer Service and Call Centre advisory services
  • Customer Service Audits
  • Skills Audits
  • Annual Service Excellence Awards
  • Annual Customer Service Week
  • Customer service conferences and seminars
  • On the job Exchange Programs (Local & International)
  • Call centre audits
  • Customer Service and Call centre consultancy
  • Customer Service Standards Certification programs for Corporates
  • Customer Service Journal Publications

Training
We undertake to train Zambian customer service and call centre professionals in order to promote Service Excellence in Zambia. ZICM Trainings in Customer Service, Customer Experience and Call Centre Management are very flexible and customized to meet an organisation’s training needs through these channels:

  • In-house/onsite Trainings
  • Offsite Trainings
  • Training seminars
  • Training workshops
  • Professional Customer Service Certification