“Hello, thank you for calling Liquid Telecom, my name is Mark, how can I help you…”, is how Financial Insight imagined Mark Townsend taking customer service calls when he and his team decided that during this difficult period of COVID-19 their focus, as it always has been, should be the customer.
Many companies in Zambia are grappling with wrath of COVID-19 which has successfully flipped or tossed out many 2020 strategic objectives of companies that were seeking to grow or realign their businesses. This pandemic has shown no mercy in its selected victims as it has targeted both company human resources as well as consumers of their products.
Liquid Telecom Zambia has been well positioned as they are in an industry that has overnight, at least for a growing number of many Zambians according to ZICTA statistics which shows internet consumption at over 50% of the national population, become a basic necessity like food and water. If one is not connected, they feel neglected from a economy that is now driven by digital means.
Mark and his team’s decision to enter the call center booth and engage with customers directly shows that his executive team’s belief system is that of putting the customer first. No doubt in this particular period, this move will enlighten their strategy of how a better service can be delivered during these difficult times.
“It’s important to understand all areas of your business and this was a great way to experience how we support our customers”, read a statement on Mark Townsend’s LinkedIn post in Q2 2020.
“At Liquid Telecom Zambia we value our customers greatly and I am extremely impressed with all of our customer contact center staff”.
Evidence of how this approach reinforces the management team’s belief system through learning was echoed by Liquid’s Head of Products and Innovation after he too took the hot seat. “In line with our CEO’s drive of putting the customer first in all we do as a business, I spent some time in the call centre this week” read a LinkedIn post by Mike Siachitema. “Learnt a lot in my short time there with some valuable insights gained”.