By Emmanuel Elebeke
In a move to offer quality customer experience to its teaming Nigeria subscribers, MTN Nigeria has unveiledÂ MyCustomer Charter, a new customer care principle for its customer service representatives aimed at achieving the best- in-class customer experience on the network.
Unveiling the new principle at a banquet organized for the companyâ€™s customers in Lagos recently, MTN Chief Executive Officer, Mr. Ahmad Farroukh, assisted by all the key officials of the company said the Charter encapsulates a set of golden principles to guard the conduct of customer service representatives, as well as other MTN staff in their relationship with the companyâ€™s teeming customers.
The unveiling of the charter was the highpoint of the reception held for the companyâ€™s customers, tagged MTN Kingâ€™s Banquet at the Oceanview Restaurant, Victoria Island, Lagos.
The banquet itself was the climax of a week-long celebration of customers, tagged MyCustomer Week.
Farroukh explained that the customer represents the nucleus of MTNâ€™s operation, adding that the company would spare no resources to ensure that the desires, aspirations and expectations of customers were met and exceeded on the network.
â€œ MyCustomerÂ 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.
â€œThe ultimate objective of the MyCustomerÂ Â programme is to thrill our customers and make them enjoy the MTN branded experience.Â Â In order to achieve this objective, MTN Nigeria has since last year, embarked upon a multi-billion Naira comprehensive customer service support programme,â€ said Mr. Farroukh.
Shedding more light on the programme, MTN Customer Relations Executive, Mr. Akin Braithwaite said part of the multi-billion Naira customer service support programme is the implementation of a robust Internet Protocol based technology which has given the company capability to process over 500 million calls per annum.
â€œThis infrastructure also allows us to deliver customer service through multiple channels Voice, SMS, Web and video and supports multiple locations of our 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,â€ he explained.
In addition, MTN Corporate Services Executive, Mr. Wale Goodluck, said the companyâ€™s systematic implementation of its customer service support programme has won it recognition from the globally respected research agency, Nielsen, which gave the company the highest rating in the customer satisfaction index survey conducted earlier in the year.
â€œWe are irrevocably committed to this programme. We are in business because of our customers. We will therefore continue to strive to give them the best treatment reserved only for kings,â€ he assured.