Neo Kolane
Insurance and healthcare company, Metropolitan Lesotho today winds up celebrations to mark Customer Service (CS) Week at all its offices around the country.
Customer Service Week is an international event celebrated annually during the first week in October when customer-oriented organisations and institutions around the world recognise the importance of customer service excellence to their organisations.
This year’s event ran under the theme ‘Team Service’.
The theme is colourfully illustrated in a yellow, orange, and blue logo which appears on everything customers need to celebrate.
It’s an important reminder that no matter where frontline reps are working, what their job titles are, or how they serve customers, everyone is on the same team.
It’s a message that brings staff together during Customer Service Week and throughout the year.
In an interview with theReporter, Metropolitan Lesotho’s business manager – strategic projects and customer experience (CX) – Lerato Mphaka this week said the company has a specific day, October 3, dedicated to customer experience.
It is called CX day and company is explicitly celebrating customer experience as a way to treat customers well.
Mphaka said this the fourth year that Metropolitan Lesotho is celebrating CS Week, and it is the first company in the country to openly celebrate the day.
“We are celebrating it with activities that are dear towards our clients like radio competitions.
“We also honour our own employees; if one comes to Metropolitan service centre during this week, the staff are dressed in a manner that is exciting.
“We go an extra mile when we service our clients, like giving them water, a nice little beverage and fruits so that when one waits to get their services, they wait comfortably,” Mphaka noted.
She said there are quizzes on what Metropolitan Lesotho does as a business and the services it provides to keep clients entertained.
“We will end CS Week with a huge internal celebration for our team, because we believe this CS Week is a good day to recognise ourselves,” she indicated.
Mphaka said there is not enough awareness about CS Week in Lesotho and that ideally there should be enough corporates, NGOs and the government because essentially the spirit of clientele cuts across every industry as long as it provides service to clients.
“We need to continuously commit to improving service standards within the country, and changing the narrative of bad services that abounds in Lesotho,” Mphaka added.
