MTN Ghana and Mobile Money Fintech Ghana Limited have taken their Customer Service Month campaign to the Ashaiman Timber Market, engaging customers directly to understand their concerns, gather feedback and provide support on their services.
The customer outreach programme formed part of activities to recognise and appreciate customers while strengthening engagement between the companies and the communities they serve.
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Speaking to the media during the activation, Chief Executive Officer of Mobile Money Fintech Ghana Limited, Haruna Shaibu, said the exercise was aimed at listening to customers and using their feedback to improve service delivery.
Today, we dedicated the day to come to the market and connect with our customers. We are what we are because of the millions of customers who have embraced our business,” he said.
Shaibu said the company also used the engagement to thank customers for their loyalty and better understand the challenges they face in using its services.
We are here today to hear them, to say thank you for their loyal custom and also to pick our feedback from them in order for us to improve our service delivery to our customers,” he said.
He said the company’s mandate was to deliver services and value that address the everyday needs of customers, particularly through digital financial services.
According to him, the engagement was particularly important for understanding the needs of micro-enterprises, which he described as a segment that can be difficult to serve.
“The only way you build inclusion is to understand your customers and solve for their daily needs. Whether it is payment, whether it is savings, investments or insurance, we have to solve for this customer base,” he said.
Shaibu said the company believed its digital platforms could help address the needs of micro-enterprises and contribute to building a stronger business base in Ghana over the long term.
Customers receive support and education
The Ashaiman activation involved teams moving around the Timber Market, Ashaiman Township and surrounding communities to interact with customers at their shops and homes.
Customers were given souvenirs as part of efforts to appreciate their loyalty, while the teams also provided assistance and responded to concerns raised during the engagements.
Shaibu said the company routinely engaged customers to understand their experiences and address challenges associated with its services.
He noted that customer feedback was particularly important as many customers continued to use USSD services to access digital financial products.
Focus on fraud prevention and self-service
For MTN Ghana, the outreach also provided an opportunity to educate customers about fraud and the various self-service options now available to them.
Speaking during the exercise, MTN Ghana’s Chief Customer Experience Officer, Jemima Kotei-Walsh, said the entire month had been dedicated to customers, with the outreach designed to bring the company closer to them.
The whole month is dedicated to our customers. That’s why we’re here in the field today on our Customer Outreach Programme. We’re here to serve our customers and interact with them, seek their feedback and support them on their challenges or their requests,” she said.
She said MTN was also using the engagements to educate customers on how to protect themselves against mobile money fraud, cyber fraud and other forms of fraud.
We’re here. We’ve come very close to our customers today to listen to them and to help them. And since we’ve been here this morning, the feedback has been largely very positive,” she said.
Kotei Walsh highlighted some of MTN’s self-service initiatives, including self-service SIM swap, eSIM services and PIN reset options.
She said the initiatives were designed to give customers greater control over basic services without necessarily having to visit an MTN office or contact customer service.
We’re educating our customers so that they need not come into our offices or call us for some of these basic services. They can sit in the comfort of their homes or their offices and be able to effect some of these services for themselves,” she said.
Outreach extends beyond Ashaiman
Kotei Walsh said the customer outreach was not limited to Ashaiman, noting that similar engagements were also taking place in Kumasi and Takoradi.
She said MTN would continue to engage customers in different markets and communities as part of its approach to improving customer experience.
At MTN, we listen. We listen to the feedback of our customers because it matters to us. It helps us to improve on our products and services,” she said.
She added that the company’s physical presence in communities demonstrated its commitment to understanding and responding to customers’ daily needs.
The joint MTN Ghana and Mobile Money Fintech Ghana exercise forms part of broader efforts to strengthen customer relationships, improve service experience and promote safe and effective use of digital financial and telecommunications services.
