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“Putting Customers First” – Nelson Mandela Museum

August 23, 2011

Customer Relations and Customer Retentions are the key driving force of any successful business entity. The Nelson Mandela Museum, Bhunga building and its Qunu component, Nelson Mandela Youth and Heritage Center became the recipients of the Customer First Awards held in East London recently.

The awards were handed over by ProServ South Africa in Partnership with the Tourism Enterprise Partnership (TEP). The Tourism Enterprise Partnership is a funding partner of this project while the Customer First UK is the quality assurance body and an independent body that trained the assessors in South Africa.

The Customer First pilot project started in May 2010 with seventeen companies recruited through the Tourism Enterprise Partnership Cluster. ProServ is an exclusive license holder providing training and capacity building to all affiliated companies.

ProServ South Africa is currently focusing in companies operating in the Eastern Cape Province.

The Nelson Mandela Museum formed part of the fourteen sites that were found to be compliant by independent assessors. An independent research conducted saw the Nelson Mandela Museum achieving customer loyalty, increased financial turn over, winning of new customers, improved services and a competitive differentiation.

The head of Human Resource department for the Nelson Mandela Museum David Mqamelo view these awards to be a motivating factor in building the image of the museum.

“Prior to our engagement in this project we already have an established structure aimed at looking to our customer relations. When we were approached by ProServ and Tourism Enterprise Partnership we felt honoured”, said Mqamelo.

The engagement of the museum in the pilot project propelled the museum to avail its documents and the staff to be accessible whenever needed for interviews. The Professional Services Company ( ProServ) and Tourism Enterprise Partnership conducted a survey and direct interviews with the staff, Marketing manager, Human Resource, C.F.O.,C.E.O., cleaners, visitors, and security personnel.

“The partnership with the ProServ and TEP encouraged transparency and pride in our endeavors,” said Mqamelo.

“Being the recipient of these National awards shows our commitment in delivering better services for our clients. These awards portray the Nelson Mandela Museum as a tourist’s attraction and an employer of choice. These awards are a true reflection of what we stand for as an institution. We are guided by the values of Ubuntu, integrity and dynamism, leadership, inspiration, services, and access.

“Through integrity; we do what we promise, conduct ourselves ethically and we provide services, products, and a reliable information.

We dedicate these awards to the community of Mthatha, South Africa and the International community for their splendid appreciation of our product,” said Mqamelo.

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