Chief executive officer of Etisalat Nigeria Limited, Mr.
Steven Evans has said that Geek Force was launched to boost the customer
service experience on the network.
According to him, it is all about commitment to innovation,
customer focus and improved quality of service.
With the launch of Etisalat’s Geek Force, he said, the
mobile operator has taken its innovation a step further.
The Geek Force teams, he said, are technology savvy,
intelligent and courteous Etisalat employees trained to resolve technical issues
on various devices at designated Etisalat Experience Centres.
Also, he said that Etisalat is a customer-focused business
dedicated to providing innovative and quality services to its subscribers.
“Our approach to innovation is holistic. It reflects in the
features of our products, the devices we offer, they way we communicate, as
well as the way we serve our customers,” he said.
Evans also said that Etisalat pioneered several innovative
products and services since its commencement of operations three years ago,
setting the tone for competition.
“Some of these include the 0809uchoose, Easylife, Homezone,
Receiver pays, Recharge others, Bonus on incoming calls, You & me, Missed
call notification, Dotme, Etisalat Dual SIM phones, and the Etisalat 3G Andriod
Gaga smartphone,” he said.
Equally, he said, that with the launch of Etisalat’s 3.75G
High Speed Packet Access (HSPA)+ network, the mobile operator intends to play
significantly in the development of data services in the country.
He pointed out that as more Nigerians embrace the use of
data services, more 3G-enabled devices would flood the market and there would
be an increasingly need to manage device-related queries.
Evans further said that in order to make certain that
Etisalat’s customers continue to enjoy the best quality services in the area of
data or voice, hence the launch of Geek Force.
Equally, he said, Geek Force has been designed to make our
customer’s communication life easier as well as give them a total experience;
going beyond the sale of SIM and recharge cards.
The Chief Commercial Officer, Mr. Wael Ammar said that for
all reported cases at designated Etisalat experience centres, the Geeks would
perform level-1 trouble shooting on devices, and resolve and return the device
to the customer.
Where a device is diagnosed by the Geeks as requiring
further repairs, subscribers have the option to drop off their devices for
level-2 troubleshooting and resolution by the Original Equipment Manufacturer
(OEMs) or their official after sales service providers.
“This scenario will apply to devices under warranty,” he
said, adding that the Geek Force teams would be available at designated
Etisalat Experience Centres in major cities across the country including Lagos,
Port Harcourt, Abuja, Ibadan, Benin, Enugu, Warri, Aba, Uyo, Kaduna, Asaba and
Ughelli.
He attributed this plan to the fact that Etisalat has roots
across the country, therefore, the Geeks will definitely spread across the
country in the coming months.
Remmy Nweke
ITREALMS Online ... delivering news for ICT4D
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