This customer centricity training workshop for NATPAK was conducted by the Zimbabwe Institute of Diplomacy. The Customer Service and Customer Cenricity coaching was tailor-made for NATPAK.  The workshop tackled pertinent areas such as attending to customer needs and wants, handling customer complaints, dealing with difficult customers, telephone etiquette and E-customer  service. The workshop also covered among others; Professionalism, Image and Self Projection, Business Etiquette and Business Protocol. Mr V Chikanda, the convener also outlined the essence of exceeding customer expectations. The workshop also incorporated grooming and deportment, it included subject matters such as keeping up a professional appearance at the workplace, making first impressions, posture and body language. The training included practical examples of having effective communication skills in customer care, the pros and cons of long chain communication and having the perfect posture. The workshop was an intriguing insight for the NATPAK staff as they are now geared for high quality and efficient service delivery