EMA MANAGEMENT SET TO LIFT THE ENVIRONMENTAL FLAG HIGH WITH EFFECTIVE CUSTOMER-CENTRIC SERVICE TRAINING
The Environmental Management Agency is the future of Zimbabwe and our world. It is upon this realisation that the Zimbabwe Institute of Diplomacy tailor-made a Customer service training which was endowed with fundamentals of environmental diplomacy skills. The Customer-Centricity training for EMA focused on how to deliver excellent customer service. The prelude to the workshop was inclusive but not limited to topics on customer needs, product knowledge, customer satisfaction, handling customer complaints and electronic customer service. It emphasized exceeding customer expectations as a market differentiator and providing customer service satisfaction as a basic necessity. The coaching involved practical sessions on Exquisite Business Etiquettes, Professional grooming, Protocol for customer service, handling difficult customers, mannerisms how to appreciate every customer and meet demands in effective customer service provision. Importance was accorded to the value of internal customers that are vital to the success of EMA. The Zimbabwe Institute of Diplomacy offered recommendations on how EMA can communicate effectively to avoid duplication through customer involvement, questionnaires and suggestion boxes. The participants also underwent a competition on how to walk as a lady/gentleman. The winners were awarded scholarships to undertake the Executive Certificate on Diplomacy, Protocol, Etiquette and Professional Branding offered by the Zimbabwe Institute of Diplomacy.