The  Zimbabwe Institute of Diplomacy (ZID) conducted a two – day Customer Service and Protocol course for the Airports Company of Zimbabwe Aircraft marshals at the Robert Gabriel Mugabe International Airport. The workshop was tailor made and designed for Aircraft Marshals  responsible for receiving, welcoming and sending off air-crafts, aircraft pilots, captains and air service personnel  including receiving and seeing off VVIPs and general clients. The Workshop covered the contextual understanding of customer service, customers and attributes to create and develop a customer-centric mindset. Essence for improved customer service excellence was meant to gear the Airport Marshals with an expanded scope of customer service due to the expansion of the airport and Government of Zimbabwe’s thrust on furthering the Zimbabwe Is Open for Business mantra. Customer service techniques for both internal and external customers were explored including handling and dealing with difficult Customers, dealing with moments of truth, Understanding International Cultural Diversification, Receiving and Directing VVIPs and other clients as well as appropriate customer Service language.

To create lasting first impressions airport marshals were exposed to intensive  professional grooming and deportment, effective communication skills and international business etiquette coaching. The participants were also endowed with The training also covered application of international protocol and guidelines for decorum in customer service delivery as well as settings for standing, receiving and walking VVIPs and prestige customers. Aspects of professionalism, professional attire, personal and professional hygiene were espoused. The Workshop is one of the ZID’s capacity development programmes for Government, Corporates and Private companies in a diverse world of customer service dynamism.  Mr V.A. Chikanda, a Diplomacy, Protocol and Professional Branding Academic facilitated the Workshop. The participants of the workshop were awarded with Certificates in  Professional Customer Service Etiquettes.