The local corporate world has been encouraged to harness information communication technologies in improving customer service delivery in line with government’s goal of enhancing the competitiveness of the local services sector.
The call was made by Deputy Prime Minister, Professor Arthur Mutambara who was guest of honour at the recently held Government, Local Authorities and Business Customer Service Conference held in the capital.
Professor Mutambara emphasized the need for creativity and entrepreneurship in improving the competitiveness of local products as well as services.
“Consumer services industry is fast emerging as the future of global business. For Africa, the consumer facing industries will account for at least half of the GDP. This therefore means we need to leverage on ICTs in order to improve on the competitiveness of the local products,” said Professor Mutambara.
On concerns that some of the local service providers are unreliable, customer management expert, Mr Doug Leather said there is need for the country to come up with a national customer service framework to guide the operations of the service sector.
“There is need for the country to adopt a holistic approach to customer management and come up with a framework which guide the operations of those involved in the consumer facing industries,” Mr Leather said.
The meeting was meant to raise awareness on the need to adopt international best practices in customer relationship management.
Observers say the country stands to benefit more by adopting international best practices in customer management, particularly in the hospitality, banking and public sectors.
It is estimated that consumer facing industries will contribute at least 50% of the Gross Domestic Product in Africa by 2020.