Eswatini Customer Service Week March a resounding success  

5 October 2019, Mbabane – The Chartered Institute of Customer Management (“CICM”) and the Institute of Research, Management and Development (“IRDM”) yesterday hosted the 2019 Eswatini Customer Service Week March in Mbabane. The fun march aims to sensitise audiences to customer service standards in the Kingdom and demonstrates the commitment of business and industry to maintaining high service levels in line with global practice.

Over 200 participants followed a route through the city, raising awareness about the 2019 Eswatini Customer Service Week goals. Approximately 25 businesses based in Eswatini were represented by the various participants. The March is a precursor to the Customer Service Conference which will take place on 17 and 18 October and the Service Excellence Awards which will take place on the evening of 18 October 2019.

As Eswatini continues to implement Vision 2022, the need for efficiency in business and trade continues to be a priority for stakeholders in the public and private sector. CICM Country Representative and 2019 Eswatini Customer Service Week Chief Organiser Dr. Oliver Museka, reiterated the theme of this year’s activities, “International Customer Service Week runs from 7 to 11 October 2019. During this time, we want to bring the need for excellent customer service in our country under the spotlight. We believe that the work that we are doing in this area will make a tangible difference in the daily lives of consumers and maintain a sense of pride within companies for the positive work that they are doing.”



Dr. Museka continued, “The theme for this year’s proceedings is ‘The Magic of Service’. It unpacks how good service can turn an unhappy customer into your biggest advocate and a once-off customer into a repeat customer. These are concepts which any business owner or manager will understand and want to integrate into their organisation. We would like to thank everyone who participated in yesterday’s fun march. Every small action we perform to bring our country closer to a bright future will surely succeed.”

According to the 2019 World Bank Ease of Doing Business Index, Eswatini is ranked number 1 in Africa in trading across borders. This implies that Eswatini has a service excellence reputation to uphold for those who live within the country and those who visit consistently for business reasons. The importance of customer service standards becomes increasingly important with the backdrop of global competitors and increased customer choice due to the 4th industrial revolution. This initiative is taking place in Eswatini for the fourth year running and continues to encourage tangible changes in the customer service environment.

Key dates to remember

17 & 18 October 2019 – Customer Service Conference

18 October 2019 – Customer Service Awards