A collection of articles written by Customer 1st
MTN - A customer service success story
Customer 1st International provides MTN Africa with online Awards in Customer Service
The MTN Group, Africa's leading cellular telecommunications company, is not only the largest telecommunications company in Africa but also has a presence in 22 countries in Africa and the Middle East.
MTN Nigeria (MTNN) is part of the MTN Group; MTNN has steadily deployed its services across Nigeria. It now provides services in 223 cities and towns, more than 10,000 villages. Part of MTNN's strategy included deploying executive service leaders and managers who would become the organisation's service champions. They would successfully create a customer-focused culture within MTNN. If MTNN`s customer service practitioners are passionate about what they do they are able to extend their inspiration to customers, investors, suppliers, boards of directors and all other stakeholders.
In line with recruiting service leaders, MTNN have endeavoured to recruit an intelligent and well-motivated work force. MTNN want people with a customer-focused mindset. Once in place MTN could develop their knowledge and skills for delivering service excellence against service competencies. Customer 1st International has provided MTNN with a cost effective online solution with the Award for Customer Service Professionals and the Award for Customer Service Managers; this has greatly exceeded the company's expectations.
These awards are delivered over ten to twenty weeks utilising both local and UK tutors, all of whom are themselves highly proficient in customer service. The awards have provided MTNN practitioners with the knowledge and skills to deliver exceptional service. The tutors, through discussion forums, customise the programmes to meet the needs and current issues of MTNN. The sharing of best practice has been inspirational and motivational for participants and MTNN were able deliver these courses to 2000 employees in less than 12 months. MTNN intend training another 2000 employees in 2011.
"Thanks for the support from your team I must confess to you the Customer Relations Division are so happy with the progress we have all made in the last 2 months. Our current strategy is working exceptionally well for us, now everybody talks customer services and passion to make the customer happy always. We celebrated the success of our participants and your video presentation did a lot of magic. Stephanie we are doing great!!!!! Thanks and God bless."
Adetayo Abiola MTNN Human Resource Division
See what some of the participants say:
"I thank God for seeing me through the programme. I can boast of being better than I was before this course. I have really improved tremendously. I am better equipped and empowered to understand my customers needs, meet and exceed their expectations"
"I would not forget to say a big thank you to my tutor, for her wonderful assistance throughout the course. I really enjoyed it because it made me a better customer service professional, who will always deliver the MTN branded service to our customers"
"I would finally say the experience is most rewarding. I give kudos to the organizers of the programs as they are building professionals that would adequately take customer service to the next level."
"Thank you MTNN, for the privilege and opportunity given to me in developing my skills and abilities towards a greater height in my career pursuit. To my tutor I say thank you for your the support and thank you Customer 1st International for coming up with such a great programme."
"My involvement & exposure to this on-line programme has indeed improved my knowledge & on my skills. I see this programme as an on-the-job training that serves as an eye opener which has drawn my attention more to the needs of my customers so as to deliver an excellent customer service."
"!Wow! I loved this course and the collaboration with my peers and tutor was awesome, highly educative, practical, simple and self explanatory. The programme design is highly professional. Well done Customer 1st! Everyone delivering a service should take part!"
"I now have the knowledge on how to handle my queries in order to render excellent customer service to my customers, how to turn complaining customer to brand advocate. On feed back, it is an opportunity for me to say job well done to you all."
"Each module is well packed to reform and re-organize the customer service division into a world class organization where professionalism and excellence are our watchwords. I give kudos to the organizers of this great course. Well done! your efforts have borne great success. I pledge that I will continue to do my best to ensure that I exceed my customers expectation at all times."
"This course is all about customer management. The course gave me an insight on how I can efficiently and effectively satisfy my customers through excellent quality and passionate customer service delivery."
"This course was awesome, I have learnt the need of creating service standards and going the extra mile for MyCustomer so they remain loyal to the organisation!"