Following a spate of customer service complaints, MTN says it is putting money into getting its people and systems up to scratch.
“MTN is committed to delivering the best service to every subscriber, and to resolving the issues that affect our customers,” said executive of customer relationship Eddie Moyce in a statement.
Last week, ITWeb reported MTN was awarded a prize for service excellence in the telecoms industry. The award had many subscribers up in arms, saying the customer service received had not been satisfactory.
However, MTN says: “Putting our customer first is a dedication we will not sway away from and thus we are continually investing in our systems and training MTN personnel to deliver the best service possible.”
The statement reiterated that the year has been exceptionally challenging. Moyce says MTN has been affected by the economic crisis, the introduction of RICA and the company's own system and infrastructure upgrades.
MTN SA MD Karel Pienaar noted last week that MTN has invested billions this year on improvements and upgrades to its IT systems, part of which include its billing. “While there have been some teething problems, we are now beginning to reap the rewards of our investment.”
MTN has reassured customers that they will be the heart of the business. “Subscribers can rest assured that MTN will continually strive to deliver on the promise of excellence.”
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