By Phiwa Sikhondze
MTN Eswatini’s recent Business Connect Session held at The George Hotel in Manzini not only provided valuable insights on “Building A Customer-Centric Culture Through Customer Experience” but also emphasized the crucial role of empowerment in delivering exceptional customer service.
Zanele Mavuso, the Acting Customer Experience Lead at MTN Eswatini, delivered a compelling keynote on the direct link between employee empowerment and customer satisfaction.
The session underscored MTN Eswatini’s unwavering commitment to not just meet, but exceed, customer expectations in the dynamic telecommunications landscape. Mavuso highlighted the significant impact of empowerment on cultivating a customer-centric culture. She underscored the correlation between empowered team members and elevated customer satisfaction levels.
“As businesses, let us foster a culture of empowering our members to make decisions. This will help improve the kind of service they offer to their customers. Generally, a well-empowered, motivated, and happy employee will give the best customer service,” she said.
During her remarks, Mavuso articulated the necessity for stakeholders to prioritize the empowerment of team members to achieve optimal customer service outcomes. She emphasized that a culture of empowerment fosters a sense of ownership and accountability among employees, ultimately leading to improved customer experiences.
Furthermore, Mavuso encouraged attendees to capitalize on opportunities for member empowerment, citing it as a fundamental aspect of achieving excellence in customer service.
“By investing in training, development, and support for team members, organizations can create a conducive environment for delivering personalized and efficient services to customers,” she said.
The Business Connect Session served as a platform for industry leaders, including Vusi Gama, the EEC General Manager Operations, and Samkeliso Dlamini, Robs Filling Station Forecourt Manager, to share their insights and experiences in enhancing customer experiences through a customer-centric approach.