Etisalat Nigeria recently opened its world class flagship Etisalat Experience Centre at the heart of Lagos Island. The center is designed in line with the company’s constant drive to deliver innovative and outstanding customer service at every touch point.

•Oluwaseun Ayebiwo

Oluwaseun Ayebiwo, Etisalat Flagship Experience Center Manager in this interview with Emeka Aginam assured that the Telecoms company operator will continue to improve the lives of every Nigeria.

Excerpts

Focus of the center

Our focus is to always create world class environments that will enable our customers explore the latest innovations and discover great ways to get more out of the Etisalat network. The Marina flagship Exeperience Centre offers our customers an experience of our brand essence and the services of the Etisalat Geeks – our tech savvy retail consultants who can guide them on the right technology that fit their lifestyle.

Offerings

Any customer who visits the Etisalat Experience Centre, Marina and other experience centres nationwide, this Christmas will get discounts on all devices purchased.

There is also provision of free instant data to customers who purchase devices and 100% bonus on data recharge for the next 12 months.

The Centre also has Self Service Points where customers can easily get served with quick transactions such as airtime purchases.

Uniqueness of the center

This center is very unique because of its ambiance and the way it is so interactive with the customers, such that when customers come in, we have all the equipment to resolve all their issues and make sure they are happy at the end of the day.

It starts from the interactive counters for devices, where customers can come around, decide on what device they want to use.

Outside that, we have other dedicated counters. We have a place like the easy business subscribers and easy business fund to attend to customers with easy business inquirers and issues.

We have service points that are strictly quick service, where you come in to do something quickly without wasting time. We have service points that take care of that.

When you move from that, we have different original equipment manufacturer, like Samsung, Nokia, Apple, Techno, among others, every one of them has their dedicated section with their promoters. They have their stands here and they are all available to ensure that every customer’s complaints are sorted out.

We also have a VIP launch where customers can come in with a fully equipped library for those who wish to read. You can come in, take some time out after passing through the stress of the day and relax.

While doing this, we have also put in place some amenities like; free internet services, Wifi, where we give customers ticket to be connected to the internet for browsing.

At the Etisalat Experience Center there is always something or the other to get. Right now, when you walk into the center to recharge from N1000 upward, you are entitled to a bottle of coke for refreshment.

Besides that, we have incentives that we give out to customers when the customer buy device. We have the lowest price because from time to time, we match up with the market prices.

As a matter of fact, you get the least prices in the market here and also you get 1.5GB data plan as soon as you sign it up and you are using Etisalat with the device you are buying. You don’t have to buy a device of hundred thousand naira to qualify for the benefits. Once the device is over fifty thousand naira, you get this and if it is not up to that amount, you get 500MB and this runs for twelve months.

Etisalat Experience Centre across the country

This is the only flagship center we have. Although we have other series of shops in Adeola Adeko in Lagos, Robb House in Abuja. All the centres have most of these facilities but this is the major Experience Center.

The refreshment center appeals to customers who have worked tirelessly during the day get them refreshed.

Innovative and customer services programme

In terms of innovation, right from the inception, Etisalat has always been innovative and you can experience this from the variant of products and services we have rolled out from time to time. We have the cliqlife for the teens, easycliqe for the youths, easybusiness for a particular set of people, and various innovative products.

When it comes to customer service, Etisalat is a customer centric company where we have the customers as our focus. Anything we do, are for the customers; we cherish our customers so much that we meet with them from time to time. Of course you are aware of our Customers Forum.

Assessment of 2014 services and what to get from Etisalat in 2015

For the year, we have not done badly as a company. Recently, towards the end of October, we hit the 20million subscriber base and that is in less than six years since we came on board.

This is a great fit for any company and I don’t think other companies in the world have done that. We have grown so fast and we will maintain that height.

In 2015, you are going to see a lot more innovative programme from the company. In terms of services, we will take it higher.