Tanzania’s leading communication and technology company Vodacom Tanzania has officially launched the 2024 Customer Service Week celebrations under the theme ‘Excellent Service Always,’ starting with a visit to the Mabibo Market in Dar es Salaam.

The main objective of this Customer Service Week is to strengthen the relationship between Vodacom and its customers while emphasizing the importance of providing quality service that meets customer needs.

Speaking at the event, Harriet Lwakatare, Vodacom Tanzania's Director of Customer Service, said, "This week is an opportunity for us to thank every customer who has been with us throughout this journey. Through our initiative ‘Service to the Community,’ we are bringing our services directly to our customers, listening to them, addressing their needs and ensuring they receive the excellent service they deserve."

This year, Vodacom Tanzania has decided to meet its customers where they are, in their daily activities, to address their concerns and gather feedback on Vodacom services. The "Service to the Community" campaign will also be extended to Vodacom’s regional offices and will include donations to select hospitals as well as Vodacom employees donating blood to save lives.

Lwakatare added, "For us, customer service is not just about transactions or technical matters; it’s also about caring for our customers and ensuring they receive services that help them in their daily lives. We want our customers to have peace of mind when using our network and conduct their business smoothly, knowing that Vodacom is here for them."

In this digital age, owning a smartphone is no longer a luxury but a necessity for customers to benefit from various digital services. Many Tanzanians have increasingly embraced the digital world, requiring support on how to use and benefit from it.

“Our customer service has evolved to match the changes in the digital landscape. We have continued to innovate multiple ways for customers to reach us, whether through phone calls, live chat like WhatsApp, social media, and more. Moreover, we ensure that our services are inclusive, meaning we are committed to reaching all Tanzanians, especially those with special needs, such as those with visual, hearing, or mobility challenges. We have implemented systems that prioritize and empower them to access services tailored to their specific needs."

This year’s Customer Service Week will also include recognition of Vodacom’s outstanding service providers in the Vodashops, M-Pesa agents, and call center agents who have gone over and beyond to provide excellent service to customers. This is all aimed at motivating them to provide the best service to their customers at all times.