Customer is our biggest Boss



By Kelvin Esiasa

Sometimes I used to think that wisdoms come with age and I took it that every old man or woman was a person full of wisdom.
But little did I know that age just bring experience and not wisdom and it was up to an aged person to turn experience acquired into wisdom.
This is because wisdom is the application of knowledge. It is also commonly said that commonsense is not common to everyone but only to those that apply it.
King Solomon in proverbs 4 urges people to get wisdom as wisdom is the principle thing in life.
Maureen Mwanawasa

Maureen Mwanawasa

This is exactly what Dr. Maureen Mwanawasa told the gathering in Harare Zimbabwe at the award gala for Call contact Association of Zimbabwe.

Dr.Mwanawasa and I were invited to witness the service excellence awards in Zimbabwe.

Standing before a gathering of more than 500 businessmen across Zimbabwe as a Guest of Honour Dr. Mwanawasa sprinkled the showers of wisdom to businessmen in Zimbabwe.

Below is the extract from Dr. Mwanawasa speech at the Service Excellence awards in Zimbabwe.

Ladies and gentleman, distinguished guest, customer service is a catalyst for economic and social growth in Africa.Yes we can talk of agriculture, we can talk of mining however service industry is also the future with potential to boost various economies in Africa. Customer Service reaches out into the hearts and the minds of every single citizen.   And true ‘World Class’ Customer Service reaches to the four corners of the planet through reputation and reality.  Fostering a culture of service excellence must therefore certainly be high on the national agenda.

According to Charles Darwin, It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change.

The business environment now requires all organisations to be more customer centric this is a change that can’t be ignored anymore. According to the McKinsey Global Institute’s report on Africa (2010), the services industry is fast emerging as the future of global business and will account for at least half of the continent’s Gross Domestic Product.

Researches have also indicated that customer experience is the next competitive battleground. As a continent we don’t have to be left out, as a country we don’t have to be left out this is the time to leverage on legendary customer service so as to become competitive on a global landscape.

Let it be known that there is only one boss, the customer and he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.

To the Corporate Business Community Bottom line….   Service Excellence pays handsome dividends !  Service-orientated organisations are profitable. It’s as simple as that but to achieve this business will have to invest in specific customer service training at executive, middle management and staff levels.

Corporates will also have to rapidly come to terms with the reality that in the modern world, virtually every organisation needs to have a call centre or a customer service centre.  For the contact centre is the organisation’s service delivery laboratory . It is here that strategies are devised and refined and tested It is here where the voice of the customer is heard  and interpreted   and channelled directly into the boardroom as incredibly valuable Business Intelligence.

For  real knowledge results in SOUND business decisions  and sound business decisions produce sustainable profits!

And finally . our good friends in the Media fraternity Service Excellence in really needs your support .The Service Industry needs the Media to create platforms for consumers to air their views to express themselves, highlight service delivery failures and to participate in constrictive  discussion to bring about positive change.

Today we are celebrating customer service week and service excellence awards, but tomorrow it will be a different day all together, let’s all go back to work fully transformed to serve, fully aware that a customer is the most important visitor on our premises, they are dependent on us.

We are dependent on them. They are not an interruption in our work but the purpose of it. They are not outsiders to our business but a part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.

To all award winners tonight, congratulations and to those who won’t make it/ but virtue of our presence and commitment to be here / we are also winners,.

Distinguished guests, ladies and gentlemen!!!!!!!

I thank you.

Dr. Maureen Mwanawasa is the former First lady for the Republic of Zambia. She was invited to speak at the Award Gala as the Guest of honour and Board Chairperson for Zambian Institute for Customer Management.