By Alvin Lansana Kargbo
Under the theme, “One Team, One Goal”, Orange Sierra Leone on Monday, October 2nd, 2023, commenced its Customer Service Week at the company’s Hill Station headquarters in Freetown.
The event was organized to not only celebrate the core values held by Orange Sierra Leone but also to reflect on the journey they have undertaken thus far, with a hopeful eye towards their future endeavors.
Contextually, the primary objectives of the launch were to celebrate the company’s core values, reflect on its journey thus far, set the stage for a promising future. It aligns with the global observance of Customer Service Week from October 2nd to 6th, 2023, a crucial period to recognize and applaud Orange Sierra Leone’s employees for their outstanding dedication to serving their customers.
The launch ceremony was graced by the presence of dignitaries representing the Ministry of Communication, Innovation and Technology, alongside representatives from DSTI (Directorate of Science, Technology and Innovation), Orange Money and dedicated Orange Sierra Leone staff among other distinguished guests.
CEO of Orange Sierra Leone, Sheku Amadu Bah, conveyed his immense pleasure in addressing the gathering as they inaugurate Customer Service Week. He underscored the company’s unwavering commitment to excellence, dedication to innovation and their relentless pursuit of delivering exceptional customer service making reference to the Customer Perception initiative as concrete proof of their dedication to that cause.
Bah went on to express his immense pride in the team’s achievement of bridging the gap between the Orange Sierra Leone brand and its customers in Casablanca. He emphasized that these achievements were the result of collective effort further extending his heartfelt gratitude to every member of the team for their unwavering dedication and exceptional work.
The overarching goal of the event, as reiterated by Bah, was twofold: firstly, to take a moment to acknowledge and appreciate the significant strides they have made as a pillar within the Sierra Leonean community and, secondly, to celebrate the paramount importance of customer service and the dedicated individuals who serve and support customers on a daily basis.
Alpha (Sulaiman) Bundu, Director of Customer Experience at Orange Sierra Leone, stressed the paramount significance of Customer Service Week, emphasizing that this period serves as a unique opportunity to recognize and applaud the outstanding work carried out by Orange Sierra Leone employees in serving their cherished customers. He stressed the need to embrace customer-centric principles and encouraged all staff to proactively seek to understand customer needs and expectations.
Bundu called for unity among the Orange Sierra Leone staff in their shared mission to become the most customer-centric and transversal company emphasizing that customer service transcends departmental boundaries. He underscored the collective responsibility of each and every employee to consistently provide a positive and exceptional experience to both internal and external customers.
He further emphasized Orange Sierra Leone’s commitment to transparency, direct customer interaction, trust-building, and a continuous pursuit of excellence.
Bundu also delved into the pivotal role of AI (Artificial Intelligence) in enhancing customer experiences, asserting that harnessing AI for this purpose not only benefits business operations but also contributes positively to society as a whole. He challenged the conventional notion of “Why AI?” and instead championed the idea that Orange Sierra Leone must actively embrace AI to elevate its service delivery and deepen its commitment to customer satisfaction.
Representing the HR Director, Gina, highlighted that customer service is not merely about selling a product or providing a service; rather, it is about crafting exceptional experiences that leave lasting impressions on customers. She extended her heartfelt thanks to the customer service unit for their diligent efforts in ensuring customer satisfaction and urged them to continue their commendable work.
Haffie Haffner, Chief Commercial Officer at Orange Sierra Leone, took the opportunity to express gratitude to the entire Orange Sierra Leone staff, acknowledging their dedication in going above and beyond to serve customers and ensure that everything runs smoothly. She urged everyone to persevere in their commitment to excellent customer service, underscoring that customers are the lifeblood of the company.
As part of the event, various departments within Orange Sierra Leone had representatives who shared insights into customer interactions and satisfaction. Teams from the Trade, Call Center, and Shop departments recounted their experiences in ensuring customer retention and satisfaction.
Abibatu Baxter, Head of Strategy, Partnership, and Marketing at Orange SL, expressed heartfelt appreciation to those who diligently address customer complaints and called upon everyone to work cohesively as a team to promote the company’s growth and acquire more customers along the way.
Ahmed Tejan Foday, a Data Scientist at DSTI, shed light on how AI can contribute to national innovation and digital strategy, citing three innovative projects currently underway: the Prestract Project (for pregnancy and stillbirth data), the IGS Project, and the Education Project for student placement. He emphasized that these projects not only represent innovation but also hold the potential for a sustainable impact on Sierra Leone.
Dr. Abdulai Sankoh, representing the Ministry of Communication, Innovation, and Technology, expounded on the ways in which AI and technology can significantly contribute to national development. He lauded Orange Sierra Leone’s commendable work as one of the foremost telecommunications network providers in Sierra Leone and expressed his heartfelt gratitude to the organization. Dr. Sankoh encouraged Orange Sierra Leone to continue its invaluable contributions to the nation’s development.
The launch of Customer Service Week by Orange Sierra Leone signified the organization’s unwavering commitment and determination to provide the people of Sierra Leone with the best telecommunication network service. The event placed a significant emphasis on the importance of customer service, the transformative power of AI, and the collective responsibility of every employee in creating exceptional customer experiences. Orange Sierra Leone stands poised to embrace innovation and continue serving its customers with care and excellence.
