The highlight of the Customer Service Week for SGA Security was the launch of the Customer Service Charter. The company is positioning its operations to ensure that they remain attuned to the dynamic customer service requirements, more so in the ever changing business environment.
The local market has witnessed companies restructuring amidst a backdrop of regulatory framework actions and disruptive market trends. Many businesses are yet to find their footing. To remain relevant therefore, one has to be adaptive and flexible as they provide products and services.
The SGA Managing Director, Mr. Eric Sambu, while officiating the launch in Dar es Salaam yesterday, explained that the company is celebrating its 33rd anniversary in Tanzania and has witnessed tremendous growth, especially in the last five years, due to revolution of their internal processes, to empower his team to perform well in all sectors and surpass customer expectations. He explained that key in the charter is customer-centricity of all their operations.
“The recent happenings in the local business environment has provided us with a learning opportunity and a chance to empower all our employees at all levels to align all our operations to focus on the customer requirements, as dictated by the new status, which I call it ‘the new normal’”, the SGA MD noted.“We are continuously reengineering our processes, investing in technology and our people to ensure that we get it right always”, he added. The company has maintained its ISO certification on Quality Management System since 2001 and has just been certified with Occupational Health and Safety ISO 18001 Standard.
SGA is the oldest private security company in Tanzania and presently employs over 5,100 Tanzanians based in their sites countrywide. It provides a range of services that includes manned guarding, electronic security solutions, emergency response services, tracking solutions, courier and cash management solutions. “With a fleet of 222 vehicles and 12 established regional bases with fully-fledged control rooms and motivated personnel to man all these, we have the necessary infrastructure to support all customers anywhere in the country” Mr Sambu said.
With the launched Customer Service Charter, the company believes that it has developed a new zeal to ensure that customers and all stakeholders receive the attention they deserve at all times. SGA Customer Relations Manager, Ms Aikande Makere, explained that the standard is based on Reliability, accountability, fairness, flexibility and integrity, in our engagement. “We appreciate all the customers who have been loyal to us in spite the challenging business environment”, she added.