Customer service excellence lessons from Zimbabwe’s women trailblazers

Cresencia Marjorie Chiremba   

ON March 8, the world was celebrating women for their immense contribution to society.

It would be a misnomer if this month ends without mentioning the outstanding Zimbabwean women who have added vibrancy to the world of customer service and experience.

A number of these women have emerged as trailblazers, defying norms and are leaving an indelible mark.

Their contributions extend beyond call centres and metrics, they shape the organisational culture, customer interactions, and business success.

I deliberately chose to celebrate not the everyday successful woman who is on the news or heading large corporations, but rather those who are doing it out of the limelight.

 

1. Nonhlahla Ndube

She is a Chief from Insiza district. Nonhlahla is defying the odds. Despite taboo surrounding having a woman ruler, she ascended to the chieftaincy after her father’s death. Ndube encourages economic independence for women, urging them to engage in income-generating projects and join women’s clubs. Her leadership exemplifies resilience and progress.

Culture transformation – As a Chief, Ndube advocates economic independence for women. Her leadership encourages a shift towards more inclusive and empathetic organisational cultures, which directly influences customer interactions.

Community building – By promoting women’s clubs, Ndube fosters community connections. Similarly, in customer service, building strong customer communities enhances loyalty and engagement.

 

2. Sinqobile Mabena

Sinqobile became the first female Chief from Matabeleland South in 1997. Breaking new ground, she succeeded her father, who had no sons. He courage paved the way for other women to attain high positions within their tribes. Her legacy echoes empowerment and change.

Breaking gender stereotypes: Mabhena’s ascent to the chieftaincy challenged traditional expectations. Similarly, in customer service, breaking free from rigid norms allows for innovative approaches and personalised experiences.

Representation matters: Her position inspires other women to pursue leadership roles. In customer service, diverse representation ensures a broader perspective and better understanding of customer needs.

 

3. Dr Thandeka Moyo

Dr Moyo is a post-doctoral fellow researching HIV vaccine at the National Institute for Communicable Diseases in Johannesburg, South Africa. Her work extends to Covid-19 vaccines, emphasising the importance of global health. Despite being away from her home of origin, Dr Moyo’s commitment remains unwavering.

Global health perspective – Her research transcends borders. Similarly, in customer service, understanding global trends and cultural nuances is crucial for providing exceptional service to diverse customer bases.

Adaptability – Her commitment despite being away from her beloved Zimbabwe highlights adaptability, which is an essential quality for customer service professionals who are navigating ever-evolving customer expectations.

 

4. Chipo Chung

Chipo trained at the Royal Academy of Dramatic Art (RADA) in London, and boasts a vast repertoire in theatre, television and film. Although she resides in London, her heart remains connected to Zimbabwe. Chung believes Zimbabwe embodies originality, and her artistic endeavours bridge cultures and inspire others.

Cultural bridge – Chung’s artistic endeavours bridge cultures. In customer service, understanding cultural differences and tailoring interactions accordingly enhances customer satisfaction.

Versatility – Her diverse roles demonstrate adaptability, a trait valuable in handling various customer scenarios.

 

5. Chido Govera

The founder of Future of Hope Foundation champions fungiculture as a sustainable food source. Her work transcends urban, rural and impoverished regions worldwide. Despite hardships, Govera’s identity as a Zimbabwean remains steadfast, driving her mission to transform lives.

Sustainable solutions – Govera’s focus on fungiculture aligns with sustainable practices. Similarly, in customer service, prioritising long-term solutions over quick fixes ensures lasting positive experiences.

Empowerment – Her work empowers communities. In customer service, empowering frontline agents with tools and autonomy leads to better service delivery.

 

*Cresencia Marjorie Chiremba is a marketing enthusiast with a strong passion for customer service. For comments, suggestions and training, she can be reached on [email protected] or on 0712 979 461, 0719 978 335