Mbabane – Public and private institutions across Eswatini have joined the global celebration of Customer Service Week, recognising the vital role of customer service in driving business success and strengthening relationships with clients.
Observed annually during the first full week of October, Customer Service Week runs this year from October 6 to 10 under the global theme “Mission: Possible.” The event provides an opportunity for companies to celebrate the professionals who interact daily with customers, while also reinforcing the value of service excellence in organisational culture.
The commemoration dates back to the 1980s and was formally recognised by the United States Congress in 1992. Over the years, it has grown into an international tradition that honours customer service personnel and raises awareness of the importance of customer satisfaction.
In Eswatini, major brands and institutions have joined the celebration with unique initiatives and messages of appreciation.
The Eswatini Revenue Service (ERS) launched its activities under the theme “Mission: Possible.” The organisation said its focus this year is to celebrate staff dedication and to promote exceptional service as an everyday goal. “Exceptional service is not just a possibility; it’s our mission,” ERS stated, adding that leadership messages from senior executives will guide staff reflections throughout the week.
Telecommunications giant MTN Eswatini began its celebrations “in true Makoya style,” led by Chief Executive Officer Wandile Mtshali and Customer Experience Lead Nomfundo Jiyane. The company commended its staff for their daily commitment to creating memorable customer experiences and described the week as one of appreciation and connection.
Eswatini Mobile also joined the campaign, expressing gratitude to its customers for their loyalty and continued support. “We exist because of our customers,” the company said in a message to mark the occasion.
The Municipal Council of Mbabane took to social media to thank residents for their trust and engagement, describing customers as the driving force behind the city’s vision as the Nation’s Smart Capital.
The Eswatini Tourism Authority (ETA) used the week to acknowledge its staff and the wider tourism industry, praising their dedication to making every visitor’s experience in the Kingdom memorable. “Every inquiry, every smile, every detail is part of the Eswatini experience,” ETA stated.
Sincephetelo MVA Fund (SMVAF) also honoured its employees, describing them as “the heartbeat of the organisation.” The fund launched its new Query Management System as part of efforts to improve service efficiency and build a culture where service is driven by passion and professionalism.
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