CSW: Airtel Reassures Customers Exceptional Service Delivery

By Modupe Gbadeyanka

Customers of Airtel Africa Plc have been reassured of exceptional service delivery by the chief executive of the organisation, Mr Sunil Taldar.

He gave this assurance in commemoration of this year’s Customer Service Week (CSW) designed to recognise and appreciate customers, who he said are at the heart of the company’s operations.

Speaking at the launch of CSW at the groupwide Employee Townhall, Mr Taldar said Aiirtel aims to be “the most customer-centric telecommunications company, where every interaction leaves our customers delighted and valued.”

“This Customer Service Week is not just about celebrating our customers but also about recommitting ourselves to the highest standards of service excellence,” the CEO added, noting that as Airtel continues to drive innovation and expand its offerings, it remains focused on building lasting relationships with its over 160 million customers in its 14 markets in Africa, ensuring they remain at the core of its strategic decisions.

“At Airtel, our customers are at the heart of everything we do; they are the reason we exist. Our commitment to delivering excellence in customer experience is unwavering, and we continue to invest in innovative solutions and dedicated teams to meet and exceed customer expectations,” he said.

It was gathered that during the week, all employees across the functions would go out in the field to engage with customers to understand their expectations and engage with the customer-facing teams to know how best to support them in serving the customers.

Airtel said a few of the initiatives it has put in place to always put a smile on the faces of its customers include upgrading its digital platforms, making it easier for them to access services, resolve issues, and provide feedback.

It stated that it has strengthened its customer service team, providing round-the-clock support through multiple channels, including phone, chat, and social media.

In addition, it has leveraged data and analytics to offer personalized solutions, ensuring each customer’s needs are met promptly and effectively and has actively listened to feedback and incorporated suggestions into service improvements, reinforcing its customer-first approach.