Zambia will this year adopt a customer service awards system for the first time dubbed the Customer Service Excellence Awards by the Host, Zambian Institute for Customer Management (ZICM). The awards to be held this November at Taj Pamodzi Hotel were announced at the recently held Customer Service Conference with various customer service professionals and customer service/consumer industry stakeholders present.

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 is important that the country has its own National Customer Service Awards to recognise, promote and reward excellence, professionalism and outstanding achievement in the service sector.

The ZICM was formed with the objective to promote customer service as a profession and to improve the level of its practitioners’ professionalism through assessment, accreditation and certification. As such, recognition of customer service professionals’ professional standing is provided through the Service Excellence Awards thus improving the pride, motivation and self-esteem of customer service professionals.

Speaking at the conference, ZICM Business Development Manager  Mr Dominic Manhundu said that the Zambian Institute for Customer Management (ZICM) will hold the Customer Service Excellence Awards on the 27th of November, 2015 at Taj Pamodzi Hotel at 18:00. Her honour the Vice Republican President Ms. Inonge Wina has been invited as guest of honour to officiate at this ground breaking ceremony in the service industry.

Mr Manhundu also added that these awards aim to recognise and honour organisations and individuals who have excelled in customer services this year. Individuals who have handled customers with the highest degree of care and professionalism will also be awarded. He then called for nominations from individuals and organizations serving in customer service organizations both private and public to nominate organisations and individuals who they think have done well this year by presenting evidence of these achievements.

All organizations and individuals active in the consumer facing industry involved in the delivery of customer service are entitled to enter the awards, provided that all award conditions are satisfied.  The ZICM will reward and honour the best in each service sector including Hospitality, Telecommunications, Banking, Healthcare, Transport and logistics, Retail, Insurance, ICT, etc. Apart from that it will give specific awards in these areas: Best Application of Technology to Improve Customer Experience, Customer Commitment (two awards for SME & Large Enterprises), Customer Service Innovation of the Year, Best Use of Social Media to Improve Customer Experience, Best Use of Customer Insight Award, Efficient Utilization of Multichannel Support, Contact Centre of the Year and Service Quality Award for manufacturing entities.

Individual Awards will be given to: Customer Service Executive Strategic Leadership, Customer Service Business Leadership, Customer Service Personality of the Year, Technical Support team of the Year and Customer Experience Team of the Year.

Mr Manhundu added that the customers themselves are involved in the awarding process as public award surveys started as early as June 2015. The survey can be taken by anyone with access to the internet (basically everyone) and companies are advised to encourage their customers to take the survey and vote for them. Click here  or go to to take the survey.

Winners of the Zambia Customer Service Excellence awards will get to participate regionally at the Global Chartered Institute for Customer Management Service Excellence Awards to be held in December with other winners from South Africa, Zimbabwe, Botswana, Ghana, Malawi and Namibia who are also having the same awards.

For more information about the awards including awards methodology, awards process, nomination rules, adjudication process, award categories, qualifications and/or to view your organisation’s performance in the public polls please click here

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