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Wednesday, December 07, 2011

Etisalat explains debut of Geek Force


Chief executive officer of Etisalat Nigeria Limited, Mr. Steven Evans has said that Geek Force was launched to boost the customer service experience on the network.

According to him, it is all about commitment to innovation, customer focus and improved quality of service.

With the launch of Etisalat’s Geek Force, he said, the mobile operator has taken its innovation a step further.

The Geek Force teams, he said, are technology savvy, intelligent and courteous Etisalat employees trained to resolve technical issues on various devices at designated Etisalat Experience Centres.

Also, he said that Etisalat is a customer-focused business dedicated to providing innovative and quality services to its subscribers.

“Our approach to innovation is holistic. It reflects in the features of our products, the devices we offer, they way we communicate, as well as the way we serve our customers,” he said.

Evans also said that Etisalat pioneered several innovative products and services since its commencement of operations three years ago, setting the tone for competition.

“Some of these include the 0809uchoose, Easylife, Homezone, Receiver pays, Recharge others, Bonus on incoming calls, You & me, Missed call notification, Dotme, Etisalat Dual SIM phones, and the Etisalat 3G Andriod Gaga smartphone,” he said.

Equally, he said, that with the launch of Etisalat’s 3.75G High Speed Packet Access (HSPA)+ network, the mobile operator intends to play significantly in the development of data services in the country.

He pointed out that as more Nigerians embrace the use of data services, more 3G-enabled devices would flood the market and there would be an increasingly need to manage device-related queries.

Evans further said that in order to make certain that Etisalat’s customers continue to enjoy the best quality services in the area of data or voice, hence the launch of Geek Force.

Equally, he said, Geek Force has been designed to make our customer’s communication life easier as well as give them a total experience; going beyond the sale of SIM and recharge cards.

The Chief Commercial Officer, Mr. Wael Ammar said that for all reported cases at designated Etisalat experience centres, the Geeks would perform level-1 trouble shooting on devices, and resolve and return the device to the customer.

Where a device is diagnosed by the Geeks as requiring further repairs, subscribers have the option to drop off their devices for level-2 troubleshooting and resolution by the Original Equipment Manufacturer (OEMs) or their official after sales service providers.

“This scenario will apply to devices under warranty,” he said, adding that the Geek Force teams would be available at designated Etisalat Experience Centres in major cities across the country including Lagos, Port Harcourt, Abuja, Ibadan, Benin, Enugu, Warri, Aba, Uyo, Kaduna, Asaba and Ughelli.

He attributed this plan to the fact that Etisalat has roots across the country, therefore, the Geeks will definitely spread across the country in the coming months.

Remmy Nweke

ITREALMS Online ... delivering news for ICT4D

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