MTN, Ghana’s giant market leader in the mobile telecommunications industry has organized community engagement fora to interact directly with customers, update them on the company’s operations and solicit feedback.
The fora which took place in two capital towns of Ghana, namely Ho(Volta Region) and Cape Coast(Central region) was in line with MTN’s policy to give customers a listening ears to customers plea, take feedbacks in a bid to offer a superior quality service delivery to the meet their demand and satisfaction.
Following similar engagements which was held in Adentan and La communities earlier in Accra was also aimed at providing an avenue for MTN to have closer interactions with a cross section of customers to find out about their challenges and to offer an amicable solution.
Some members who represented the various groups within the selected communities visited by MTN were given listening ears as they narrated problems encountered with MTN services and reassured of an improved and for that matter a better service delivery based upon critical assessment emanating from the feedbacks received by the company after the exercise.
Mr Teddy Hayford-Acquah, Regional Technical Manager for the Western and Central Business District, told participants in the Central Region that providing a distinct customer experience is a key avenue towards achieving MTN’s vision to lead the delivery of a bold new digital world to customers. He announced that resources have been increased in all districts in the Central Region to enhance customer experience on the MTN network. “MTN has mounted 196 2G and 54 3G cell sites to improve network performance and availability,” he said.
Speaking at the recent forum in Ho, Corporate Communications Senior Manager, Mrs. Georgina Asare-Fiagbenu, indicated that the forum was essential because it enables MTN to build stronger relations with its customers.
Participants expressed their appreciation for the interaction, with one stating, “This is the first time a telecoms company has done something like this in our Community; I thank MTN for engaging us.” Another said, “I am likely to be more tolerant to MTN because I now understand some of the challenges MTN goes through and why I sometimes experience difficulties when making a call; this is very good and should be organized at least twice a year.”
The Cape Coast and Ho community fora were attended by a cross section of representatives from each community, including Prison Services, Ghana Police Service, Market Women Association, Ghana Education Service, Methodist, Catholic and Presby Church members, Council of Churches, Fishermen’s Association, Car Washers and Truck Pushers Association, Ghana Private Road Transport Union, Resident Associations and Mobile Money Merchants in the area.