By 
By Ross Moyo
Liquid Intelligent Technologies Zimbabwe Vice President and CEO, Lorreta Songola has debunked the myth that customer care is for frontline staff only; saying every employee within an organisation is responsible for delivering the best customer care.
Addressing staff during the launch of Liquid Zimbabwe’s Customer Service Charter at the company’s headquarters in Harare recently, Songola said every employee, from Finance, Human Resources, Engineering, Information Systems, among others, is accountable for how how customers are treated. 
‘Gone are those days when customer care was considered to be the responsibility of those in customer facing roles only, such as those in contact centres, marketing, sales, and field technicians, among others.’
‘The reality is that the entire organisation shapes a customer’s experience,” she said.
Songola said the time had come to remind every staff member that their work and how they do it ; ultimately contributes to the service customers receive.
‘The Customer service charter we are launching, is therefore an internal contract as much as it is an external promise,” she told staff and guests in attendance.
Songola called on her team to exercise the highest standards of professionalism in their day to day, saying how a team works with one another also influences how they interact with and service customers.
‘When teams communicate clearly, respond promptly and work together to resolve issues, they are better able to meet our customers’ needs.
When we take responsibility rather than pass a problem on, we build confidence within our customers , ‘ she said.
The newly launched Liquid Zimbabwe Customer Service Charter commits staff to shared standards of responsiveness, accountability and collaboration.
The launch comes at a time when the Customer Experience Association of Zimbabwe is pushing for higher service standards across industries in support of the national development agenda.
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