By Inside Biz
In its move to continuously prioritize customer satisfaction, MTN officially launched its Customer Service Week yesterday under the theme “Above and Beyond.”
The week-long celebration is dedicated to recognizing the hard work and commitment of MTN’s frontline and back-end teams who are integral in delivering exceptional service experiences to the company’s valued customers.
Speaking at the event, MTN CEO Wandile Mtshali expressed deep appreciation for the teams.
“This week provides us with a wonderful opportunity to recognize and appreciate the incredible work of our frontline and back-end support teams. Your efforts are vital to our success and our customers’ experience.”
The CEO highlighted MTN’s customer-first approach, which focuses on meeting customer needs, anticipating future expectations, and delivering memorable experiences that exceed the norm.
“At MTN, going the extra mile is not just a goal—it’s our promise. We have placed our customers at the heart of our operations, continuously innovating for an improved customer experience,” he added.
Addressing all staff, Mtshali acknowledged the key pain points raised by customers, including issues around data validity, value, pricing, and network coverage.
“Our customers have spoken, and we have listened. In response to these concerns, we launched the ‘Doing4U’ campaign, designed to address these pain points and provide the solutions our customers are seeking,” he said.
To deliver on its promise of going above and beyond, MTN has introduced several new products and services aimed at enhancing customer value and satisfaction. Among these innovations are the revamped Lula Combos, Out-of-Bundle (OOB) data services, All-Net minutes, reviewed MTN Home, and improved data depletion management. Additionally, MTN has strengthened its network coverage and enhanced the customer experience through the 686 platform, while continuing to invest in corporate social responsibility (CSI) and sponsorships.
MTN Group Senior Manager, Customer Experience, MaNdlovu Gwebu implored all doers to show that they have listened and heard the voice of the customer, and above all provide a solution.
She said MTN’s strategy centres on ensuring customers feel acknowledged, respected, satisfied, and empowered and further encouraged each employee is encouraged to actively participate in delivering a ‘Y’ello Experience’ that fosters long-term loyalty.
“It’s important that every member of the MTN team understands their role in serving the customer. We are committed to improving our service and listening to the voices of our customers,” Gwebu said.
MTN’s celebration of Customer Service Week will feature trade visits, giveaways, quality checks, and service chronicles, reflecting the company’s core belief that customer satisfaction is the foundation of business success. Through collaboration and innovation, MTN aims to continue going above and beyond, ensuring that every customer interaction is meaningful, memorable, and satisfying.