The Botswana National Productivity Centre (BNPC) held the 2013 biennial Customer Service Convention at the Gaborone International Convention Centre (GICC) on Tuesday19 March 2013.

The theme of the Convention, targeting executives and other leaders in critical sectors of the economy, is “Strategising Your Win: Creating a Signature Customer Experience”.

This is not a talk-shop but a working occasion where all delegates will actively create a signature customer experience for their respective organisations. The Key facilitator, Dr Buck Tang from the Service Quality Centre (Singapore), is a specialist in Customer Service Experience, Leadership and Management.

One of the key objectives of the Convention is to give participants an opportunity to share information and experiences from their industries. As the host, BNPC expects delegates to actively create a signature customer experience for their respective organisations during the Convention.  The Convention will also enable participants to learn how to engage employees to own efforts aimed at delivering a signature customer experience.

Furthermore, the Convention aims at integrating the Customer Experience DNAs with process improvement in the delivery of a sustainable customer experience through the use of a powerful tool- the ‘‘Customer Experience Blueprinting’’.

In the end BNPC trusts that the cumulative participants’ experience will contribute to the creation of a national service experience, which will elevate Botswana’s competitiveness ratings, and ultimately differentiate her from other Countries.

The convention targets leaders, service champions, Directors, Permanent Secretaries, Customer Service Managers, Business Development Managers and Marketing Managers. Organisations interested in the Convention should send their management teams for maximum impact from the Convention,