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Nigeria’s most innovative and fastest growing telecommunications company, Etisalat, has restated its commitment to customer satisfaction through provision of excellent quality of service at the Lagos edition of the Etisalat Customer Forum held at The Avenue Suite, Victoria Island, in Lagos last weekend.
The Etisalat Customer Forum which is a direct contact and interactive session with the company’s customers cutting across various segments is a platform to receive first hand and informal feedback on its operations, products and services.
On the reasons behind the Customer Forum, Director, Customer Care, Etisalat Nigeria, Plato Syrimis said that customers are at the core of the Etisalat’s business and that catering to their needs remains paramount. “Caring for our customers and satisfying them is central to our business strategy. We acknowledge the importance of our customers and we know we are in business because of them. Etisalat began the customer forum in 2010 with the objective of receiving feedback from customers on the quality of our service delivery. Since inception, we have hosted customers in Lagos, Abuja, Port Harcourt, Calabar, Enugu, Benin, Ibadan, Kaduna, Warri, Onitsha and Akure. We have sustained the initiative because of the very valuable feedback that continues to help us improve the way we serve our customers”, he said.
“As a growing business, we are working on expanding the channels through which our customers can reach us. In the near future, we will be introducing Web Chat which will also grant customers easy and quick access to our call center agents,’’ he concluded.
One of the customers, Okuboyejo Jimmy, a graduate of Delta State University, described Etisalat as a company with “unrivaled customer care.” According to him, Etisalat’s Customer Care Centers are the best in the history of GSM in the country. “Etisalat has shown in every way that customers’ satisfaction and quality service is its priority. This is clearly seen in the number of innovative products and services they roll out on a regular basis to meet their customer’s communication needs,” he said.
Chinonso Umeh, also a businessman, echoed similar sentiments, and singled out Etisalat’s Easyblaze for special praise. His words: “I really would give kudos to Etisalat Easyblaze data service. It is the fastest internet data service ever in the country at the moment, with the best value for money.”
Responding to some of the comments, Director Network Engineering, Etisalat, Temi Ogunbambi reiterated that Etisalat’s operations are designed to provide quality services through its modern infrastructure, creative products and pricing as well dedicated call centers. “Building a network is a continuous process. As we deploy new sites in new locations, we also continue to densify in locations where we already have coverage. Currently we have about 4,000 base stations and we recently renewed our contract with our suppliers to build an additional 1,000 base stations in 2013”, he said.