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2nd Customer Service Management Awards launched

Last year’s winner in the Supermarket Category Elmarie Lewis of the Spar Group, Marelise Serfontein of Conference Link, Daisry Mathias of Team Namibia and Prof. Grafton Whyte, the director of the Harold Pupkewitz Graduate School of Business.

The Harold Pupkewitz Graduate School of Business at the Polytechnic has launched the Second Customer Service Management Africa Awards and Conference (CSMA). The event is being planned and managed in partnership with Conference Link.

Speaking at the launch in Windhoek, this week, business school Director, Professor Grafton Whyte said the aim of the survey and the subsequent awards, is to start a conversation about the importance of customer service.
The initiative also aims to raise awareness about the opportunities and benefits that a culture of excellent customer service could bring to Namibia, he said.
“This year’s theme is Expecting Better: Delivering More. That means we want to bridge the gap between customers and suppliers, by creating informed customers and motivated suppliers,” Whyte said. The event was initially called the Namibia Customer Service Awards, but has since taken a pan-African perspective.
While the focus is mainly on Namibia, especially for data collection, a host of speakers and experts from various African countries will be invited to contribute to a pool of research with a view to create an Africa-wide movement, with Namibia as the hub.
The business school initiated the project in 2014, and this year’s event will take place on the 14th and 15th of September, at the Namibia Institute of Public Administration and Management (NIPAM).
Namibian research company Business Intelligence Africa (BIA) has been contracted by the business school to carry out the fieldwork for the National Customer Service Household Survey.
As was the case last year, approximately 1500 households nationwide will be targeted and their occupants interviewed on their experience of customer service in key industries that have a major impact on the daily lives of Namibians.
“Whereas in 2014 twelve sectors were targeted, this year the number of categories has risen to thirteen, with the addition of three new industries and the removal of two,” said Whyte.
The areas that will be surveyed are: Supermarkets, Banks, Health Services, Municipal services, Electricity Supply, Telecommunications, Home Affairs, Insurance, Post Office Services, Education, Car Dealerships, Convenience Foods and Leisure Resorts.
BIA’s findings will determine winners of each category. The overall findings of the survey will culminate in an awards ceremony and gala dinner on 15 September.

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