The Sunday Mail
Cresencia Marjorie Chiremba
“We are what we repeatedly do. Excellence, therefore, is not an act but a habit” – Aristotle
World Aids Day – a global commemoration held annually on December 1 – brings into focus the impact of HIV and AIDS.
In Zimbabwe, this day holds special significance, as individuals and corporates come together to commemorate, raise awareness, and celebrate the strides made in HIV prevention and management.
Last Friday, several corporates united to honor progress in prevention and management services.
But, what if I told you that AIDS acceptance is not just a moral stance? That it can be a strategic asset.
How does acceptance of AIDS play a role in enhancing customer service within organisations?
Let us explore how corporations can leverage AIDS acceptance to revolutionise their customer service.
1) Fostering Supportive Work Environments
Acceptance begins within the workplace. When corporations create an environment where employees feel safe to disclose their HIV status, it fosters trust and camaraderie. Colleagues who understand and empathise with each other’s challenges can better collaborate, leading to improved teamwork and ultimately better customer service. When employees feel accepted, they are more likely to extend that acceptance to customers.
2) Breaking Down Stigma
The stigma surrounding HIV and AIDS has long been a barrier to effective communication and understanding. By openly discussing AIDS and promoting awareness, corporates can contribute to breaking down these walls. When employees are educated about the realities of HIV, they become more compassionate and less judgmental. This shift in mindset translates to interactions with customers. Instead of perpetuating stereotypes, employees treat everyone with dignity and respect.
3) Training and Sensitisation
Corporations can invest in training programmes that sensitise employees about HIV and AIDS. These programmes cover topics such as prevention, transmission and living with the virus. When customer-facing staff undergo such training, they gain insights into the challenges faced by those living with HIV. Armed with this knowledge, they can tailor their interactions to be more supportive and understanding. For instance, they may discreetly accommodate special needs or offer additional assistance to customers who require it.
4) Equalising Access to Services
Acceptance extends beyond the workplace. Corporations recognise that access to HIV prevention and management services should be equal for all regardless of background. By advocating for equal access, they ensure that employees and customers alike receive timely information, testing, and care. When employees witness this commitment, they are inspired to mirror it in their interactions with customers. Everyone deserves the same level of attention and care, irrespective of their health status.
5) Leading by Example
Corporates that actively participate in World AIDS Day campaigns set an example for their employees. When senior management champions acceptance and inclusion, it trickles down to every level of the organisation. Employees observe leaders participating in awareness drives, volunteering, and advocating for change. This visible commitment reinforces the message that acceptance is not just a buzzword but a core value. As a result, employees embrace this ethos and extend it to their customer interactions.
In Zimbabwe, corporations have recognised that acceptance of AIDS is not only a moral imperative, but also a strategic advantage.
By fostering supportive environments, breaking down stigma, providing training, equalising access, and leading by example, they create a culture of acceptance.
This culture permeates every customer interaction, resulting in exceptional service.
As the commemorations continue, let us celebrate the progress made and recommit to a future where acceptance prevails, both within our organisations and beyond.
Remember, acceptance is not just about embracing a virus; it is about embracing humanity.
Disclaimer – The views expressed in this article are for informational purposes only and do not constitute professional advice. Always consult with relevant experts and organisations for accurate and up-to-date information on HIV and AIDS.
*Cresencia Marjorie Chiremba is a marketing enthusiast with a strong passion for customer experience. For comments, suggestions, and training, she can be reached at [email protected] or +263 712 979 461, 0719 978 335
