Customer Service – Beyond a Week
Cakes, flowers, give away packages, and dress up challenges hugely make up the customer service week globally. It’s a week whereby organisations celebrate their customers, a reminder that the customer is at the centre of every other operation and the heartbeat of an organisation.
At Airtel, the week of 6th – 10th October was marked by celebrating our customers, reaffirming our commitment towards unmatched customer experience; we also continued to take feedback from our consumers. One of our key customer touchpoints is our customer service shops where anyone can walk in, raise queries, and have their challenges aptly resolved. To ensure we continue providing the best customer support and to further enhance the experience in the shops, we are currently refurbishing all our customer care shops nationwide.
The facelift of the shops entails a dedicated showcase of different Airtel products ranging from Home Broadband devices to enterprise solutions. At our customer care hubs, individuals will be able to experience live 5G zones, immersing themselves in ultra-fast downloads, low latency and seamless 4K video streaming. Further, there will be a showcase of Airtel’s Enterprise Solutions ranging from Network as a Service (NaaS), Airtel Money bulk disbursement services to Value Added Services (VAS). One such hub is the newly launched state of the art Sarit Centre hub which was officially opened by our MD Ashish Malhotra and our Customer Experience Director Goldermier Opiyo on 6th October.
As we continued with our endeavour towards best-in-class customer support, on Tuesday, our top leadership team visited the call centre, interacting with the call centre agents and having an experience of a day in their lives. The call centre agents are a vital element of our service delivery as they continuously listen to customers around the clock, provide solutions and keep us informed with feedback on the customer needs and demands. Behind every call, there is a smiling agent with an unwavering dedication to not only resolve your complaints but to also ensure they leave a feeling of gratification as you experience Airtel services.
Topping off the week was a market storm that had Airtel staff from HQ visit various markets including Eastleigh, Rongai, Zimmerman, Kitengela and Ruiru. This was an opportunity to not just interact with customers but also to listen to the different issues they experience as they engage with our solutions. From this feedback and insights, we are able to further bolster our customer experience.
As the world over celebrated the Customer Service Week under the theme of ‘Mission Possible,’ at Airtel we adopted the theme ‘Mission Customer First.’ This theme highlights our continued endeavour to always put our customer needs first. Before we develop that new product, as we plan on that next site rollout, and even as we enhance our processes, we are guided by your continued feedback. Thank you for always trusting in us to serve you!