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Rewarding professionalism and outstanding customer service

CICM focuses on all customer contact markets within an economy and thus, rewards professionalism and outstanding achievement in customer service and customer experience in all industries through SEA.

While currently represented on three continents, Africa, Europe, and Asia, SEA looks to expand the awards and have more countries added through the global implementation and certification partnership network.

The process

CICM country partner in Namibia, Helena Shigwedha-Mukondomi explains how entities are nominated and assessed. She says awarded categories can vary depending on many factors such as existing competing brands that meet evaluation criteria and if enough votes are received from public surveys.

“Nominees are voted by the public through an online survey which gives customers an opportunity to name service providers in different sectors based on their best service satisfaction. Each individual can only vote once and only one choice per sector,” she said.

Shigwedha-Mukondomi says the customer service excellence awards have become a key catalyst in improving the competitiveness in customer service, mostly in Sub-Saharan African countries where these awards have made a significant impact over the years.

This, she says is because the SEA has become relevant to the leadership and employees of the nominated brands in motivating, evaluating and implementing strategies.

“This is an opportunity to dialogue with past, present and future customers and consumers, by reminding them of not only their products but commitment to serving them the best way possible,” she said.

The CICM says these awards equally act as a decision-making guide to individuals seeking services locally and to national leaders as this helps them understand the rate at which service delivery is being appreciated by citizens. They help to identify where to focus attention when making policies in order to facilitate service delivery in public and private sectors.

Likewise, Shigwedha-Mukondomi says the international community has its eyes on the CICM and such awards help them decide on investments and where to visit, making the SEA a win to all.

According to the CICM, the public is the main component of the nomination factor accounting for 70% of their votes, 25% is conducting mystery shopping and only 5% is judged by a panel of industry experts and professionals to authenticate the votes.

Future plans

The organisation mentions that they have plans for 2024, which include making the event a true delight to all attendees and brands involved. The CICM says that based on past failures and feedback from stakeholders, strategies are already being put in place in preparation for Namibia SEA 2024 that including having a physical office in Namibia with all customer service-related programs.

All 2023 winners and nominees are encouraged to reach out for their certificates as announced via the CICM Global Facebook page and through One Africa TV Facebook and Instagram pages.