Customers interact with businesses on daily basis and how you handle them is crucial to your business’ success, handle them well, and customers will return again and again, thereby profits. Handle them poorly, and customers will bolt to a competitor, reducing revenues.
There is no doubt that the role of customers in business determines the success and failure of an organization. So in effect, an organization no matter what, must do all it can to ensure outstanding customer satisfaction by maintaining strong working relationships.
And in ensuring customer satisfaction, the role of the Customer Relations Head is crucial as he/she must guide and lead team members to deliver products/services that meet or exceed the customer’s expectation.
Numerous organizations out there have diverse ways of providing excellent customer service, but at the mention of excellent customer service, Ghana’s leading mobile service provider, MTN comes to mind. Maintaining over 20 million subscribers is no mean feat, as the telco giant is focused on creating a distinct customer experience for valued customers at all times.
And with Mrs. Jemima Kotei Walsh at the helm of Customer Service Relations, MTN Ghana keeps strengthening its customer service experience with frequent engagements that keep relationships alive!
One can say that the Telco’s leverage on technology to stay in touch with customers via emails, Social Media platforms such as instant messaging, WhatsApp, Twitter, Facebook just to stay in touch with customers is apt.
We strive to be consistent in our dealings with them at all touch points to engender positive customer experience emotions at all times, build trust and help us forge deeper and more meaningful relationships. We listen to our customers and continue to improve on our engagement initiatives from time to time per feedback and current trends” says Jemima.
At the start of every week, MTN Customers get motivational electronic cards as a way of inspiration for the week. During special holidays electronic cards are sent as well to extend warm wishes.
Also, there is the MTN Yello Soiree; an exclusive event aimed at showing appreciation to loyal customers and stakeholders over the last 4 years which has created great entertainment and provided a platform for guests to engage with leadership of the business.
Since its inception in 2015, there has been a total of 15 editions across the Greater Accra, Ashanti, Western, Eastern, Volta and Northern Regions. Invited customers get to enjoy full course dinner and variety of drinks to choose from, plus a special gift. Some lucky guests won latest 4G Samsung and iPhone devices.
In 2018 the event was extended to the Northern region. Separate events were held for the Volta and Eastern regions, prior to which was a joint event.
There is also the customer Birthday Celebration: “Birthdays are momentous occasions for our customers hence we join to celebrate this special moment to leave a memorable experience. On the birthdays of our customers, Relationship Managers call to wish them well, send customized birthday electronic cards then visit with a customized birthday cake. In 2018 a total of 8730 cakes were delivered to high value customers in Accra, Kumasi and Takoradi; a 23% increase from last year’s distribution
In order to make customers feel special and valued, the telecom giant instituted the “Month of Love” which takes place in the month of February.
All customers who walked into MTN service centers on the 14th February receive delicious MTN branded chocolates. While Bigger boxes of chocolate are delivered to 200 high value customers. Relationship Managers also share Valentine’s Day electronic cards on 14th February.
Customer Service being one of the telco’s distinct differentiators in the market, MTN joins the world in celebrating mothers’ day in May.
High value female customers are celebrated by sending electronic Mothers’ day card and various packages to so show care and deepen affinity.
Gift Packages given during the last mothers’ day include;
• Tickets to watch ‘Breaking In’ a movie on the strength of a mother
• Customized water bottles and executive notebooks
• Online shopping spree dubbed ‘Yello D’lite’
The Global customer service week is not left out, as this is observed annually with passion during the first week of October. Customers are celebrated throughout the entire month of October with activities just to show appreciation.
During the month long activities this year, customers were rewarded with 13 handsets, 20 Power banks,500ghc worth data vouchers, 11,400ghc worth of airtime.
A product of Wesley Girls High School & the University of Ghana Business School, Jemima’s experience in the field of customer service is in-depth as she has been instrumental in fueling the growth of the company in recent years through her contribution to the implementation of various mechanisms to seek customer feedback and insight. She implemented the Customer Panel as well as the Voice of the Customer Programs (VOC).
Jemima also holds an MA in Human Resource Development and Consulting from the Management School, Lancaster University, UK.
Until her current appointment she was the Senior Manager for Quality Assurance and Training/Customer Care Division.
She also institutionalized an incentive scheme for the staff in the Customer Care Division and set up the Quality Function comprising, the Monitoring, Training, Complaints and Customer Intelligence Units.
Jemima is responsible for directing and executing customer related issues in the organization at a strategic level. As Customer Relations Executive for MTN Ghana, Jemima is responsible for providing strategic direction while ensuring MTN Ghana evolves into Ghana’s leading customer service organization through consistent focus on activities and behaviours which influence positive customer experiences and overall improvement of business performance.
It is interesting to note that under Jemima’s leadership, MTN has received several Customer Experience and Service Excellence awards, which includes Customer Relations Executive of the year at the Feminine Ghana Achievement Awards, Customer Experience Company of the year and Customer Service Team of the Year at the GITTA Awards for five and three consecutive years respectively. In 2018, Mrs. Jemima Kotei Walsh, was recognized as the Customer Service Personality of the year, for her Outstanding Contribution to Customer Service in Ghana at the 8th Ghana Information Technology Awards( GITTA)
MTN Ghana also received 10 other prestigious awards at the 9th Ghana Information Technology and Telecoms Awards (GITTA 2019).MTN Ghana was adjudged African Telecommunications Company of the Year they also received the Customer Experience Award, Mobile Money Provider Award, Mobile Operator Award and Sustainability and Social Impact Award. MTN has received these awards in previous years. In addition, the company received the Mobile Operator Award and Telecom Brand of the Year Award.
Specific teams and leaders of MTN Ghana were also awarded for their outstanding performance. Leading the pack was the Chief Executive Officer of MTN Ghana, Selorm Adadevoh who received the Telecom CEO of the year award.