CUSTOMER EXPERIENCE IS A PRE-REQUISITE FOR IMPROVED COMPLIANCE

“In our line of duty as officers of customs, interaction with importers, exporters and all other stakeholders is inevitable. by virtue of our work, we are considered as frontline officers and it is therefore important that we always exhibit a positive representation of Customs, the Zambia Revenue Authority (ZRA) and the country at large”, ZRA Commissioner Customs Services, Sydney Chibbabbuka has said.

Speaking during the opening of the seminar for Customs Managers on Customer Care Excellence and Etiquette & Conduct, Mr. Chibbabbuka said stakeholders equally assess ZRA’s performance through service delivery.

He said in line with the one of the strategic objectives of the ZRA Corporate Strategic Plan of Improving Customer Experience”, theCustomer Care Excellence,  Etiquette & Conduct has been organised for the managers in order to recognise the value of quality customer service in relation to increased revenue collection and higher taxpayer compliance.

And speaking at the opening of the Customs Orientation Course for Customs officers, Mr. Chibbabbuka said although the Authority invests heavily in developing its staff, it also easily separates members of staff who do not conform to the core values of the Authority.

“We all need to be mindful that officers who do not conform to the ZRA corporate values will be replaced, with minimal disturbance and distruption to the institutional systems”, Mr. Chibbabbuka said.

Meanwhile, Director Humn Resource Moffat Nyirenda urged the officers to serve the Authority and country diligently by adding value to the core business of the institution.

Mr. Nyirenda said it is in the best interest of the Authority to continuously invest in human resource so that the Authority improves its business processes and service delivery.