Etisalat Pledges Commitment to Better Customer Experience

Etisalat Nigeria has demonstrated its leadership as a customer-focused company when it hosted the Lagos edition of the company’s regional customer forum. The event recently held at Four Points by Sheraton Hotel, Victoria Island is an interactive feedback session aimed at engaging customers in order to serve them better.

Speaking on the essence of the forum, Francesco Angelone, chief marketing officer, Etisalat Nigeria, said it was in recognition of the valuable contributory roles the company’s customers play in the development of services and products that offer richer experience on the network.

Any contact with the customer is a pillar for the company because our main objective is to improve customer experience, and this means everything to us.  We want them to be able to buy and recharge their lines and use products and services in the easiest ways possible. We have heard from them and, as it is a tradition with us, we will go back with a view of addressing their challenges and this will lead to the introduction of more innovative products and services to meet their communication needs,” he assures.

Also speaking, Plato Syrimis, Etisalat Nigeria’s director for Customer Care,  said the Forum offers the company a bespoke platform to engage its customers in a valuable and productive way just as he expressed satisfaction over the quality of insights offered by the customers

Some of the customers showered encomiums on the company for its customer-focused business model as well as the various friendly services and products.

Oladele Adeboye-Ojo, a staff of Shell Nigeria, commended the operator for creating a common ground to interact with its customers, noting that insights from such contacts would serve as leverage for developing better ways to enhance experience on the network .“They are more customer-focused than some other operators who do not care about their customers. I am really happy to be here and to have met with some of their management team, he said.”

Another customer and a professional make-up artiste, Omontese Akhetuamen, expressed satisfaction with the close bond the operator shares with its customers.

“The management team that met with us was very honest with us,” they have been very close and I feel it is my only network even though I am on two others which somehow do not seem to care if I exist. Etisalat is like someone behind my back. I am really excited and pleased to be on the network. I also preach the gospel of Etisalat especially the EasyFlex.”

Notable team members who attended the Forum include Director, Digital Business, Adia Sowho, Vice President, Consumer Sales and Services, Ken Ogujiofor, Head, Regional Retail Sales Lagos and South West Region, Eno Umoh and Manager, Data Analytics and Channel Support, Taofeek Babalola amongst others.

Customers who attended the forum smiled home with a variety of gifts including mobile phones, recharge cards, power banks, MiFi devices, USB drives and other branded items.

Etisalat began the customer forum in 2010 with the objective of receiving feedback from customers on the quality of service delivery. Since inception, the forum has hosted customers in Lagos, Abuja, Port Harcourt, Calabar, Enugu, Benin, Ibadan, Kaduna, Warri, Onitsha and Akure.