by Kedson Ngwira

The prestigious Service Excellence Awards are set to return to Lilongwe this year, celebrating outstanding achievements in customer service across Malawi’s corporate sector. Organized by the Chartered Institute of Customer Management (CICMA), the annual event aims to recognize and reward businesses and individuals that have demonstrated excellence in service delivery.

The 2019 edition of the awards will take place on November 29 at Sunbird Capital Hotel, with an estimated 200 delegates expected to attend. The event will be held under the theme ‘Customer Service as the New Frontier for Service Delivery.’ According to CICMA’s Head of Marketing, Albert Bhero, this marks the fifth edition of the Malawian Service Excellence Awards, which have grown to become a key driver of improved customer service standards in the country.

Recognizing Excellence Across Sectors

Bhero emphasized that Malawi’s top service providers, organizations, and individuals will be honored for their contributions to exceptional customer service in both the private and public sectors. “These awards are hosted annually to recognize, promote, and reward service excellence,” he stated.

Since their inception in 2014, the Service Excellence Awards have played a crucial role in enhancing competitiveness in the country’s customer service industry. By setting a benchmark for service quality, the awards have motivated organizations to improve customer interactions, ultimately fostering stronger relationships between businesses and consumers.

Driving Industry Growth and Job Creation

Beyond recognizing outstanding service providers, the awards also serve a broader purpose in promoting the growth of the call center industry, which is seen as a key driver for job creation in Africa. “The awards help promote call center industry development, which is essential for employment generation on the continent,” Bhero added.

The Service Excellence Awards are not exclusive to Malawi; CICMA also hosts similar events in several other African countries, including Botswana, Namibia, Zimbabwe, Zambia, and Swaziland. The expansion of these awards underscores the growing importance of customer service in shaping business success and economic development across the region.

The New Competitive Edge: Customer Experience

According to the latest National Customer Satisfaction Index report, published by CICMA in collaboration with research institutions, customer experience is increasingly becoming a key differentiator in the market. While pricing and product offerings can be easily replicated, high-quality customer service remains a unique and invaluable asset for businesses.

Given this reality, organizations are encouraged to seize the opportunity to invest in customer experience as a strategic priority. Providing superior service not only enhances customer satisfaction but also fosters loyalty and retention, ultimately leading to increased profitability and long-term success.

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