The company says it reached a point where product and network alone were no longer enough to keep customers Satisfied.
Vice President and CEO Lorreta Songola unveiled the Charter during Customer Service Week 2026 at the company’s Harare offices. In a keynote to staff, she said rising expectations have made service quality as important as the solution being sold.
“Customer expectations keep rising, and we operate in a market where the quality of service can be as important as the product or solution itself,” Songola said.
The launch was timed to the global Customer Service Week theme, “The Extra Mile,” which Liquid Zimbabwe has localised as “We Go the Extra Mile.”
“For us, this is not a theme for one week. It is a commitment to go beyond what is expected, take ownership and look for ways to make every customer interaction better,” Songola said.
Closing the consistency gap
Liquid has invested heavily in fibre, data centres and enterprise solutions. Songola said that what ultimately defines brand loyalty is the lived experience of customers: a call being answered, an issue being resolved, a commitment being honoured.
When asked by journalists ,why the Charter was being launched now and what gap it seeks to close, she answered directly .
“The gap we are closing is consistency. Every call answered, every issue resolved, service delivered, commitment honoured and every colleague supported contributes to how our customers see and experience Liquid.”
She tied the Charter to the company’s growth plans. As Liquid pursues accelerated growth, she said, customer satisfaction must stay at the centre of every decision.
“Our customers remember whether we listened, whether we responded when we said we would, whether we took responsibility when things went wrong, and how we made doing business with Liquid feel,” she said.
Service is everyone’s job
Songola pushed back on the idea that customer service belongs only to contact centres, sales teams and field technicians. The whole organisation shapes the customer experience, she argued, from Engineering, Information Systems and Finance to Human Resources, Legal, Marketing, Operations and Commercial.
That is why the Charter covers how colleagues work with one another as well as how they serve customers. Clear communication, prompt responses and teamwork on problems make it easier to meet customer needs. Taking responsibility instead of passing a problem on builds confidence.
