Why Zambia's Customer Service is Broken | ZED101 PODCAST EP #34

Описание: Have you ever felt frustrated by poor customer service in Zambia and just accepted it as the norm? You're not alone. On this episode of ZED101 Podcast, hosts Chanda Mwiko and Tanya Malama Fooks dive deep into The Service Trap, a widespread culture of mediocre customer service that is holding Zambia back.

We're going beyond simple complaints to tackle the core issue: why do we tolerate a system that doesn't respect the customer? From endless waits at restaurants to complaints that go nowhere, we share real-life examples and expose the low-bar culture that has become a self-perpetuating cycle.

But it's not just a minor inconvenience; this culture of complacency is a significant barrier to economic growth and innovation. We explore the painful truth about our "toothless" regulatory bodies like the CCPC and ask why a litigation culture, where businesses are held accountable doesn't exist.

This episode is a call to action. We challenge you, the consumer, to become an empowered advocate for your rights. We'll give you actionable steps to make your complaints count and discuss how businesses must shift from a "product-first" to a customer-centric mindset to survive. Tune in and join us as we demand better, because a thriving Zambia depends on it.
In this episode, we cover:

➡️ The Low-Bar Culture: Why we tolerate bad service and its cost to our economy.
➡️ The Broken Complaint System: How to make your voice heard and demand more than just an apology.
➡️ The Regulatory Vacuum: Why our consumer watchdogs lack "teeth" and what needs to change.
➡️ Suing for Change: The legal hurdles we face and why a single lawsuit can have an industry-wide impact.

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GUEST INFO:

GUEST - DOMINIC MANHUNDU
Customer Experience Expert
Dominic is a management consultant with over 15 years experience in the field of marketing and customer experience.He is currently Executive Director of Chartered Institute of Customer Management and CEO of the CICM Foundation. He is a certified CX facilitator, trainer and coach.

Linkedin: www.linkedin.com/in/Dominic-manhundu
Facebook: /Dominic Manhundu


GUEST - GENEVIEVE CHEWE
Customer Experience and Service Professional
Genevieve Chewe is a customer experience and service professional with over 10 years of experience in Service Culture interventions, Customer Experience Management Developing and growing Team Effectiveness and Using Personalities to grow relationships & organizations. She is a Director at Service Quality Institute Zambia, a certified facilitator and trainer, and a member of the Chartered Institute for Customer Management.

Linkedin: www.linkedin.com/in/genevieve-chewe-5100b9ab



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