Cresencia Chiremba

In the world of customer service, reputations are built one moment at a time. Sometimes, it takes just one encounter—one unexpected act of empathy—to rewrite a story that seemed destined for failure.

She was known in the office corridors as “ane attitude.” Colleagues had grown weary of her curt responses, her reluctance to go the extra mile, and the way customers often left her desk more frustrated than when they arrived. Management had tried coaching, mentoring, even reshuffling her role.

Nothing worked. The decision to terminate her contract had already been made. “Tinenge taita zvine musoro,” someone had said. It felt like the only logical step.

Then came the day that changed everything.

A man walked in—quiet, composed, but carrying the weight of recent grief. He had just returned from officiating one of the biggest matches on the continent, the Africa Cup of Nations final. A man of stature, yes, but also one known for his high standards and sharp tongue. Staff whispered as he entered. “Haasi munhu wekutamba naye,” someone muttered.

He was served by none other than the consultant whose days at the company were numbered.

What happened next was not scripted. There was no checklist, no supervisor hovering nearby. It was just her, him, and a moment that demanded more than routine service. She listened. She acknowledged his loss. She offered assistance with a softness and dignity that no one had seen from her before. “Ndine urombo zvikuru,” she said, and it wasn’t just words—it was presence.

Later that day, the man approached management. His words were simple but powerful: “That was the best service I’ve ever received. She treated me like a human being, not just a customer.”
The room fell silent.

It wasn’t just the compliment—it was who it came from, and when. This was a man not easily impressed. And this was a woman who had been written off.

The decision to terminate her contract was reversed. Not out of sentiment, but because something real had shifted. She had shown what she was capable of—not just competence, but compassion. “Akasimuka semunhu mutsva,” one colleague said.

Today, she is one of the top supervisors in the organization. Her team speaks of her with respect. Customers ask for her by name. She trains new recruits with a focus on emotional intelligence and dignity. “Usambofa wakatarisa munhu seproblem,” she tells them. “Tarisa munhu semunhu.”

Her story is now used in training sessions. Not as a fairy tale, but as a case study transformation. It’s a reminder that people are not static. That the right moment, the right challenge, can awaken something powerful in someone who seemed unreachable.

It also speaks to the importance of leadership that listens. Management could have stuck to the plan. They could have ignored the feedback and followed through with termination. But they paused. They considered. They allowed a new narrative to emerge.

In a sector where metrics often dominate—response times, ticket closures, satisfaction scores—this story reminds us that the heart of service is still human. “Kushanda nevanhu kunoda moyo,” as the saying goes.

There’s a lesson here for every organization. Before you write someone off, ask yourself: have they been given a moment to rise? Have they been seen beyond their worst day? Have they been challenged in a way that calls forth their best?

And for every consultant, every frontline worker who feels unseen or undervalued—know this: one moment can change everything. One customer, one conversation, one act of genuine care.

The woman in this story didn’t just save her job. She redefined her legacy. And in doing so, she reminded everyone around her that service is not just about transactions—it’s about transformation.

So next time someone walks through your doors, remember: you’re not just serving a customer. You’re shaping a story. And maybe, just maybe, you’re giving someone the chance to become who they were meant to be.

Tisu vatengi. Asi tisuwo vanhu!

*Cresencia Marjorie Chiremba is a Marketing, Sales & Customer Service Consultant | For Suggestions and Training you can contact her on: [email protected]; +263 712 979 461 / 0719 978 335 / 0772 978 335