" ITREALMS: MTN reiterates excellent customer services @ King’s banquet

Wednesday, December 02, 2009

MTN reiterates excellent customer services @ King’s banquet

LEADING mobile operator in the country, MTN Nigeria Communications Limited, has reiterated its resolve to always offer subscribers excellence services.

Giving this commitment in Lagos recently at a banquet specifically put together by MTN for its customers, the Chief Executive Officer, MTN Nigeria, Mr. Ahmad Farroukh, who used the platform to unveil the company’s “MyCustomer Charter” assured on the best-in-class customer experience on the network.

According to him, the “MyCustomer Charter” encompasses golden rules to guard the conduct of customer care representatives, as well as other MTN staff in their relationship with the company’s teeming customers.

He pointed out that the unveiling of the charter was the highpoint of the reception held for the company’s customers, tagged MTN King’s Banquet at the Victoria Island, Lagos, while the banquet was the climax of a week-long celebration of customers, tagged ‘MyCustomer Week’.

“The MyCustomer programme is designed by MTN Nigeria to deliver a one-to-one preferential, world class, best-in-class customer service experience. The programme is about ensuring that our people delight our customers beyond their expectation, and strike that emotional connection with them during every interaction,” said Mr. Farroukh.

He equally said that the customer represents the nucleus of MTN’s operation, promising that the company would spare no resources to ensure that the desires, aspirations and expectations of customers are met if not exceeded on the network.

Emphasizing that the ultimate goal of the MyCustomer programme is to thrill MTN customers and make them enjoy the branded experience.

“In order to achieve this objective, MTN Nigeria has since last year, embarked upon a multi-billion Naira comprehensive customer service support programme,” he said.

MTN Customer Relations Executive, Mr. Akin Braithwaite said that part of the multi-billion Naira customer service support project is the implementation of a robust Internet Protocol based technology which has given the company capability to process over 500 million calls per annum.

This infrastructure, he said, also allows MTN to deliver customer service through multiple channels including voice, short messaging service (SMS), web and video as well as supporting multiple locations of the online customer assistance centres.

“This is of course the largest online customer management space in West Africa and on the way to becoming the best in Africa,” he asserted.

Additionally speaking, MTN Corporate Services Executive, Mr. Wale Goodluck, said the company’s systematic implementation of its customer service support programme has won it recognition from the globally respected research agency, like Nielsen, which gave the operator the highest rating in the customer satisfaction index survey conducted earlier in the year.

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