Mbabane – Sincephetelo MVA Fund (SMVAF) launched Customer Service Week with a session led by Zanele Mavuso, a customer experience strategist from IKigai Investments. The event took place today at SMVAF offices and brought together staff from across departments.
The session, themed “Customer Experience as a Culture, Not a Department,” guided the team through a strategic shift from traditional SMVAF goals to a customer experience–centered model focusing on empathy, collaboration, and restorative service.
Mavuso stressed the importance of listening to the voice of the customer, treating customer experience as the heart of the organisation, and designing meaningful touchpoints. Collaboration was presented as the engine of customer experience and supported by the 5 Cs framework: Clarity, Communication, Co-Creation, Consistency, and Celebration.
Practical tools for collaboration were introduced, including shared dashboards, journey mapping workshops, customer experience playbooks, and peer support circles. The session also addressed the need for psychological safety and empathy for both claimants and colleagues.
The session concluded with a Collaboration Roadmap and a reflection on the significance of SMVAF’s work, described by Mavuso as sacred, centred on dignity, healing, and hope, encouraging staff to make collaboration the default and empathy the legacy.
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