MTN Nigeria has repositioned its customer service delivery structure in response to growing demand for data and other Information and Communications Technology (ICT) services.
The Telco, in collaboration with its partners, has introduced the Partner Shop concept, a customer service initiative, to boost penetration of its products and services in the country beyond “sale of airtime and SIM cards.”
According to the Chief Executive Officer (CEO) of the company, Mr Brett Goschen, the concept is hinged on the “MyCustomer Charter,” which spells out a set of principles to guide the conduct of MTN’s customer service representatives and members of staff in their relationship with customers “to ensure their desires, aspirations and expectations are met.”
At the launch of the first of 120 service outlets across the country, Goschen said: “With the changing competitive landscape and the increasing focus on data and ICT services, it is clear that a partnership that continues to focus on sale of airtime and SIM cards alone at the wholesale level will not survive the emerging trends.
“In line with our vision to transit from being the country’s leading telecommunications provider to becoming Nigeria’s leading ICT company, we believe that there is a need to position our trade partners accordingly. The MTN Partner Shop will enhance our trade partners’ ability to remain competitive in a changing market and it will establish them as a one-stop shop for all MTN products and services.”
The MTN boss, who was represented at the event by the company’s Sales and Distribution Executive, Mr Omatsola Barrow, said the initiative would not only position the Telco’s trade partners as key players in the telecoms landscape, but would also translate to additional revenue source for them.
He said: “We are committed to continuous enhancements towards delivering the quality of service that Nigerians richly deserve and will work to ensure that our customers feel the tangible impact of these improvements in the very near future.
“Our customers sit right at the top of our stakeholder matrix and we will continue to invest in resources to ensure that their desires, aspirations and expectations are met. This Partner Shop initiative is one of the numerous ways we are striving to fulfill this objective.”
Source: thenationonlineng.net