DIRECTOR-DISTRIBUTION AND CUSTOMER SERVICES' COMMEMORATE CUSTOMER SERVICE WEEK MESSAGE

Dear Team ZESCO,
On the occasion to mark the Customer Service Week, the Board of Directors and the Corporate Leadership Team would like to take a moment to appreciate each and everyone of you for the service you render to ZESCO each day. Whether you work in the back office or the frontline of customer service, your individual and collective actions add up to what defines the quality of service that ZESCO renders to its customers and the experience derived therefrom. In our 10-year Strategic Plan, Customer Satisfaction is Number One among the Five areas of strategic focus. And rightly so because it encapsulates the very essence of ZESCO’s existence. Simply put, there can be no ZESCO without the customer. Therefore, Customer Satisfaction should be at the core of everything we do because any investments in equipment and infrastructure will be futile if it does not make life better for the customer. We must therefore fully invest in customer satisfaction. As a team, we all work together to define that customer experience. Team Service as the theme of the 2023 Customer Service Week is best suited to us as a service provider and resonates with two of our corporate values - Team Work and Customer Centricity. We work for a public company and by extension we work for the country, we serve country and that in itself is a huge responsibility as much as it is a privilege. Thus, each morning, you get to work, you do it not only for you and your family but for the next family and the other. Each time someone turns on a switch be at home or at work, remember that the light or machine has gone on because of your collective effort. So, as you work, challenge yourself to think of the quality of service we are offering: how reliable and safe is our quality of electricity supply; how are you interacting with those you service (internally and externally), do you exude the right attitude to your customers? Think of all of our stakeholders that have expectations of us as a public utility and the country's economic engine. Are we offering value in the most effective and efficient way, if not, try again and do it better, for there is pride and honour in knowing that you are being rewarded for doing your best. Our strategic plans are but a guide, our value system is nothing but that compass that leads us to do the right things in the best way possible to serve our valued customers. Those Key Performance Indicators whether set by the regulator or the Corporation are but a yardstick upon which we are held accountable for our actions as a service provider. As a team, this occasion renders a moment to us all to celebrate the numerous milestones we have scored as a service provider, we may not be exactly where we would like to be but we are moving, and moving into a better space, the journey to excellent service is never smooth but it is made meaningful with those little yet significant daily actions. It may just be responding to that e-mail on time or a smile at that customer who has had a rough day, it could be putting in those extra hours to restore power supply or going up that tower to maintain our infrastructure. What matters at the end of it all is that each one is doing their best in an efficient and effective manner in the quest for service excellence. So, team, let us take a moment to recognize that each day is an opportunity to do better and this Customer Service Week is just that occasion to reflect, celebrate and reset. Remember, its Team Service because Team work, works.
Happy Customer Service Week!
PETER CHAMFYA
DIRECTOR - DISTRIBUTION AND CUSTOMER SERVICES