The Zimbabwe Institute of Diplomacy (ZID) successfully facilitated a one-day Customer Service Excellence and Professional Etiquette Workshop for Kwekwe Polytechnic management and staff, promoting professionalism, teamwork, emotional intelligence and institutional service excellence.
The workshop covered Customer Service Excellence, Customer Relationship Management, Professional Communication, Business Protocol, Application of Diplomacy in the Workplace,Workplace Etiquette, Professional Grooming and Handling Challenging Situations.
A key message was that exceptional customer service begins within the organisation. Participants were encouraged to recognise colleagues as internal customers and appreciate the importance of mutual respect, cooperation and effective communication.
One of the most memorable moments was a reflection on forgiveness and workplace reconciliation, where participants were encouraged to let go of grievances, embrace human differences and strengthen professional relationships.The workshop also explored modern student expectations, digital transformation and the responsible use of Artificial Intelligence in education and service delivery.
The training was particularly meaningful for the facilitator, Academic Vova Chikanda, who expressed pride in returning to his hometown of Kwekwe to contribute to institutional development.Participants welcomed the practical, interactive approach and expressed interest in continued professional development programmes.
The central message was clear: A united workforce delivers exceptional customer service.
