Govt urges customer-first business approach

DAR ES SALAAM: DEPUTY Permanent Secretary Suleiman Serera reaffirmed the government’s commitment to policies that promote quality service delivery and called on businesses to adopt a customerfirst approach in their operations.

Mr Serera made the remarks during the 2025 Customer Service Week Awards held in Dar es Salaam, where over 20 topperforming companies, institutions and organisations were recognised for excellence in customer service.

“This gathering highlights our commitment to a more inclusive and competitive industrial and trade environment,” said Mr Serera. “Customer service is a strategic asset that builds credibility, drives innovation and boosts market competitiveness.”

He said strong service builds trust and trust builds markets. “Tonight’s achievements should inspire all public and private institutions to invest in professionalism, ethics and continuous improvement,” he said.

The awards, organised by CSW Tanzania, a subsidiary of Wendesha GCSW Group, aim to promote customer service as a key driver of business growth.

The Group Director, Annalise Nyangosi said the initiative, launched in 2020, highlights service excellence as a competitive advantage.

“Our evaluation process includes independent audits, research and stakeholder input to ensure fairness,” she noted, adding that Rafting Group, an independent auditing firm, verifies the results.

Among the top private sector winners was distributor of women’s hygiene products which was recognised for its commitment to quality, affordability and responsive service.

“We are proud to serve women with dignity and care,” said Philemon Matoi, Director of Marketing and Distribution at LS General Supply Ltd.

Tanzania Electric Supply Company (TANESCO) Assistant Director of Communications and Customer Service, Ari Nigohele, attributed the recognition to internal reforms, increased investment in service infrastructure and support from the Ministry of Energy