MTN Ghana has taken its customer care drive directly to the doorstep of traders at the Ashaiman Timber Market, engaging customers one on one on service challenges, digital financial inclusion and protection against mobile money and cyber fraud.
The outreach, organised in partnership with MobileMoney FinTech Limited (MMFL), formed part of activities marking MTN Ghana’s 30th Anniversary Customer Service Week celebrations under the theme, “Your Story Made Ours.”
Senior executives and staff, including Chief Customer Experience Officer, Jemima Kotei-Walsh, Chief Executive Officer of MMFL, Shaibu Haruna, and Sales Territory Controller, Joshua Quainoo, toured the market from shop to shop to listen to customers, address concerns and explain MTN’s products and services.
The teams also provided on the spot assistance with network related challenges, demonstrated features on the MTN and MoMo applications, and educated traders on digital financial services and safe transaction practices.
Customers were further offered free SIM cards, souvenirs and surprise gifts as part of the company’s appreciation for their loyalty over the years.
Speaking during the engagement, Mrs Kotei-Walsh said the month long celebration was being dedicated to customers as a demonstration of MTN’s commitment to listening to their concerns and improving service delivery.
“At MTN Ghana, we are celebrating the whole month by dedicating it to our customers. That is why we are here on the field today on our customer outreach programme. We are here to serve our customers, interact with them, seek their feedback and support them with their challenges or whatever their issues may be,” she said.
She said the engagement was also aimed at educating customers on how to protect themselves against mobile money fraudsters and cyber fraud.
Mrs Kotei-Walsh said the feedback received from customers had been useful and would inform efforts to improve products and services.
She cited the Sales Service Walk initiative as another customer care intervention aimed at empowering customers through education and promoting the use of self-service platforms.
“At MTN, we listen to the feedback of our customers because they matter to us. They help us to improve our products and services. We care, and that is why we are here to show our support,” she added.
CEO of MMFL, Shaibu, said the engagement was an opportunity for MTN and its MoMo business to reconnect with the millions of customers whose loyalty had sustained the company over its three decades of operation.
“Today is dedicated to coming to the markets and connecting with our customers. We are what we are because of the millions of customers who have embraced our business over the three decades of our operation,” he said.
He said the company was particularly interested in understanding the needs of micro enterprises, which he described as a difficult segment of the market to serve.
Shaibu said digital financial services could help address the daily needs of micro enterprises through access to payments, savings, investments and insurance.
He said the company would continue to engage customers to understand their needs and develop solutions that delivered value to both their businesses and personal lives.
Shaibu also encouraged customers who continued to rely on USSD services to explore the MoMo application, which he said offered a more intuitive experience and access to a wider range of services.
He disclosed that customers could now reset their MoMo PINs through the application, a feature introduced the previous week to reduce the need for customers to travel to branches to access basic services.
The same digital approach, he said, was being extended to other services, including SIM replacement.
Meanwhile, Senior Manager, Commercial at MMFL, Abdul Majeed Rufai, engaged customers on the various investment and financial services offered by MoMo and advised them to make informed financial choices and invest towards their future.
Similar engagements are being held in markets in Kumasi and Takoradi as MTN intensifies its customer focused activities during the anniversary celebrations.
