Ziweto Enterprises Limited
Terms of Reference (ToR)
Consultancy for Team Building and Customer Service Training
Ziweto Enterprises Limited is a Malawian agribusiness operating a network of 23 agrovet shops, a feed mill, and a poultry hatchery. Guided by the mission “Raising the value of livestock for better human lives,” Ziweto seeks to strengthen teamwork and enhance customer service excellence across its 56 staff through an integrated training program.
Purpose
Build a cohesive, motivated, and customer‑focused workforce that delivers superior service and contributes to Ziweto’s growth and culture.
Objectives
- Strengthen teamwork, communication, and collaboration across departments.
- Build shared understanding of Ziweto’s mission and values.
- Improve customer service skills and professional conduct.
- Enhance problem‑solving, conflict resolution, and emotional intelligence.
- Link teamwork and service excellence to improved business performance.
Scope of Work
Design and deliver a two‑day residential training combining team‑building and customer service modules, using interactive exercises, role plays, and real‑life case studies; conduct pre/post assessments; submit a final report with recommendations within five working days.
Key Training Areas
- Team dynamics, trust building, communication, and collaboration.
- Customer service excellence, managing expectations, and handling complaints.
- Emotional intelligence, empathy, and professional etiquette.
- Linking service quality to business growth and customer retention.
Expected Outcomes
- Improved teamwork and cross‑departmental collaboration.
- Enhanced service attitudes and professionalism.
- Stronger communication and interpersonal relationships.
- Increased customer satisfaction and organizational performance.
Consultant Requirements
Minimum 3 years’ experience in organizational development and customer service facilitation; proven delivery of similar corporate/agribusiness trainings; strong facilitation and adult learning skills.
Duration & Logistics
Venue: Sengabay, Salima | Duration: 3 days (prep + 2‑day delivery + reporting)
Submission
Email proposals to info@ziweto.com with subject “Proposal – Team Building and Customer Service Training Consultancy” by Thursday, 20 November 2025.