Airtel prioritising customer experience, says NCC

Umar Danbatta, executive vice chairman of the Nigerian Communications Commission (NCC), has commended Airtel Nigeria for rolling out a customer service programme to engage, delight and obtain feedback from telecommunications consumers.

Speaking during the Airtel Customer Forum at BON Hotel in Abuja on Wednesday, Danbatta, who was represented by Mohammed Babajika, director, policy and competition at NCC, said he was pleased that Airtel Nigeria is complementing the NCC’s consumer outreach initiative by organising strategic consumer fora to engage consumers, resolve their queries, obtain vital feedback and also proactively improve customer experience.

“The NCC commends Airtel Nigeria for initiating the Airtel Customer forum. It is, indeed, a good innovation and we urge Airtel to take the platform to more locations including remote areas across the country. We also encourage Airtel to continue to roll out more services, including 5G,” he said.

Also speaking at the event, SegunOgunsanya, chief executive officer of Airtel Nigeria, who was represented by Emeka Oparah, director, corporate communications and CSR, said Airtel is passionate about improving the service experience of all its customers.

“For all of us at Airtel Nigeria, this evening is very special for several reasons. First, it defines our very essence as a customer-centric organization – customer-centricity is embedded in our DNA. At Airtel, we are intensely interested in partnering with all our esteemed customers and also helping them realize and fulfill your dreams and aspirations,” he said.

“We have themed this event, ‘It’s All About You,’ because we understand that our customers are the reason why we are in business. We also take seriously our singular mandate of exceeding the expectation of our customers. We are committed to serving our customers better and we will stop at nothing in providing relevant, innovative and customized services as well as a bouquet of value offerings that will empower them to succeed in their professional and personal lives.”

Veronica Onoja, director, customer experience, Airtel Nigeria, assured the audience that Airtel values feedback and it will continue to create more channels to obtain feedback from its key stakeholders.

The highlight of the event was the feedback session, which afforded customers an opportunity to share their recommendations and suggestions as well as express grievances.

Veronica Onoja, former minister of information; Ajayi Borroffice, deputy senate leader, and Lanre Gbajabiamila, director-general, National Regulatory Lottery Commission (NLRC), were among dignitaries at the event.