Launching Customer Service Week…
Orange SL Celebrates Excellence in Customer Care
By Foday Moriba, Intern, Public Relations Unit, Orange Sierra Leone
On Monday, 7th October 2024, Orange Sierra Leone officially launched its Customer Service Week 2024 under the theme “Celebrating Excellence in Customer Service.” The event, held at the Orange SL Headquarters at Hill Station, Freetown, brought together top executives, government officials, and industry stakeholders to recognize and applauds the exceptional dedication of Orange Sierra Leone’s employees in serving their customers.
The celebration also aligns with the global observance of Customer Service Week, an annual international event that highlights the significance of customer service and the people who support and serve customers every day.
The event also featured a panel discussion moderated by Kadijah Bangura, Managing Partner, Liberty Online TV, with prominent panelists including the Minister of Information and Civic Education, Chernor Bah; Minister of Foreign Affairs and International Cooperation, Timothy Musa Kabba; Executive Director of Accountability Now Sierra Leone, Sao Lamin; and Orange CEO, Sekou Amadou Bah.
While launching the Customer Service Week 2024, Sekou Amadou Bah, the Chief Executive Officer (CEO) of Orange Sierra Leone, emphasized the significance of the occasion, which coincides with the global celebration of Customer Service Week.
CEO Bah lauded the contributions of Orange employees, saying, “Customer service is more than just a department; it’s a culture we cultivate throughout the company.” He highlighted Orange’s brand promise, “Orange is Here,” which reflects its commitment to building lasting connections and delivering positive experiences for customers.
The CEO acknowledged the challenges faced by customer service teams, particularly those on the frontlines, and commended them for their resilience and professionalism. “I’ve seen our team members handle difficult situations with grace. It’s not easy, but they continue to deliver exceptional service, differentiating between personal emotions and professional responsibilities,” he noted.
Throughout the week, Orange will celebrate its customer service teams, including shop agents, call center operators, and trade teams. “You are the frontline ambassadors of our brand, turning challenges into opportunities,” Bah remarked, as he officially launched the week-long celebration, reaffirming the company’s long-term commitment to Sierra Leone.
During his submission on the panel, Executive Director of Accountability Now Sierra Leone, Sao Lamin, stressed the importance of inclusivity, noting that civil society has been advocating for consumer rights in the telecom and ICT sectors for over two decades.
He acknowledged that while Orange Sierra Leone has made significant strides in improving services, as well as commending the company for creating indirect employment opportunities, particularly through mobile money services like Orange Money, which have positively impacted local economies.
Reflecting on past challenges, Lamin shared a personal anecdote, recalling how decades ago, his mother would endure days of travel and long queues to receive money from abroad. He contrasted that with today’s convenience, where services like Orange Money allow such transactions to be completed within minutes in remote communities. “We’ve made gains, but there are still few challenges,” Lamin said, reaffirming civil society’s role in holding companies accountable and advocating for consumer rights.
Minister of Foreign Affairs and International Cooperation, Timothy Kabba, also contributed to the panel discussion by sharing a personal experience. Earlier this year, after a trip to China, his SIM card malfunctioned due to exceeding mobile service limits.
He praised Orange’s quick response in resolving the issue by offering multiple solutions. “Orange is my company,” Kabba stated, expressing satisfaction with the service despite occasional challenges. He emphasized that Orange’s exceptional customer care has cemented his loyalty, adding, “I could not have ditched Orange for any other service.”
Minister Kabba further highlighted the crucial role telecommunications services, such as Orange Money, play in Sierra Leone, particularly for government work and international partnerships. He encouraged Orange to continue investing in human capital development through education and corporate social responsibility initiatives, stressing that empowering Sierra Leoneans through training is essential for reducing reliance on foreign expertise and supporting the country’s long-term development.
Minister of Information and Civic Education, Chernor Bah, also spoke on the panel, commending Orange for its contributions to nation-building. As a long-time customer, Bah shared his personal experience with the company, which spans over 20 years. He praised the evolution of their services, particularly the transformative Orange Money app, which he described as “life-changing,” encouraging wider use of the service.
However, Bah pointed out that improvements are necessary to meet the growing demand for reliable communication services.
He emphasized the importance of customer interaction and transparency, advocating for more proactive communication from the company. “People are reasonable,” Bah noted, “but they want to know what’s happening when there’s an issue, and they want to be treated with respect.”
In closing, Bah encouraged Orange to create more platforms for open dialogue with customers, emphasizing that every touch point with customers reflects on the company as a whole, underscoring the need for Orange not only to deliver quality services but also to foster trust and strong relationships through open communication as the company continues to grow.
The event concluded with the presentation of plaques to customers who have been with the company for 20 years, as well as long-standing partners. Among the recipients in the 20-year customer category were Madam Theresa Sheriff, Abu bakarr Turay etc. In the partner category, Balani & Sons, and Zain, were recognized, along with other longstanding entities, including the World Bank, World Food Programme (WFP) etc. These awards celebrated the loyalty and support of both individual customers and institutional partners, highlighting their role in Orange Sierra Leone’s success over the years.