At a time when customer satisfaction index has generally gone down in Zimbabwe, an indication that customers are not getting what they expect, Zuva Petroleum has chosen to distinguish itself by maintaining customer service excellence and quality product supply. The country’s leading fuel, lubricants and liquefied petroleum gas (LPG) supplier, has stood the test of time and remains committed to customer service delivery.
In the month of October, the Petroleum giant celebrated Customer Service Week in a magical style. It was an unforgettable week for Zuva’s customers as the corporate spread its magical wings of customer service, pampering its customers with gifts as they fuelled up at their service stations. All Customers were served with chilled branded mineral water as they queued up while lucky ones walked away with 20-litre fuel vouchers which they could redeem instantly.
The Customer Service Week is an international celebration set for the first full week of October every year to mark the importance of customer service and of the people who serve and support customers daily. This year’s Customer Service Week was commemorated from the 7th to the 11th of October under the theme “The Magic of Service.”
The theme recognizes that good customer service is magical, it can turn an unhappy customer into a satisfied long-term customer, and it can also convert an occasional customer into a repeat customer. While for others, the week just passed as a normal week, it was a “magical” week for Zuva Petroleum who took time to engage with their internal and external stakeholders and cheering their customers with free services such as under the bonnet motor vehicle checks, free fuel vouchers and windscreen cleaning at their service stations across the country.
“Every day at Zuva, we’ve committed ourselves to deliver service excellence to all our customers across the country”, Bethwell Gumbo, Chief Executive Officer Zuva Petroleum said.
“Our goal is to be the energy brand of choice every day, in Zimbabwe, the region and beyond. We’ve dedicated ourselves to offering superior customer service to all our customers – from our Dealers who run our Service Stations and to the customers re-fueling cars, right across to our commercial and aviation customers” said Gumbo.
“Earlier this year, we received three ISO Certifications from the British Standards Institution, recognising and endorsing our commitment to offering world-class services in managing quality, the environment as well as occupational safety and health.”
“Thanks to our continually growing Retail network with the widest range of petroleum products nationwide, we’ve been able to achieve extensive reach to meet the energy needs of our customers across the country, every day,” said Gumbo, adding “To us, customers are a pivotal part of our success, and our core focus remains on affirming our customers’ decision to choose us, as Zuva.” “Our dedicated teams are guided by the strong strategic pillar of service excellence and ensuring that each Zuva experience you have is a memorable one.”
“That is why we would like to reaffirm our commitment and promise of service to you, living up to our standards of excellence in every interaction that you have with us.”
“We want to thank our valued customers for their continued support, loyalty and for choosing Zuva as their energy partner every day. All these efforts have resulted in us winning the 1st position Sectoral Award for the Petroleum sector in the Customer Service Excellence Awards hosted annually by the Contact Centre Association of Zimbabwe (CCAZ)” he said.
As part of its commitment to customer service excellence, Zuva recently became the first company in Zimbabwe’s energy sector to attain three ISO certifications at once. Zuva was certified by the British Standards Institution (BSI) on three ISO certifications namely: ISO 9001:2015 Quality Management System, ISO 14001:2015 Environmental Management System and ISO 45001:2018 Occupational Health and Safety Management System. Zuva is the first Zimbabwean company to be certified on ISO 45001:2018 Occupational Health & Safety Management.