Airtel takes customer service to communities

DAR ES SALAAM: Airtel Tanzania has taken customer service beyond its offices and service centres, reaching customers in five Dar es Salaam communities to gather feedback and improve service delivery during Customer Service Week 2026.

Under the theme “Extra Mile,” Airtel employees, alongside the Lamata Village Entertainment team, visited Kigamboni, Tegeta, Mbagala, Tandale and Gongo la Mboto, engaging customers in their neighbourhoods to understand their experiences and identify areas requiring improvement.

The initiative, guided by Airtel’s promise, “Tunasonga na Wewe Kila Kona,” brought together employees from different departments to listen directly to customers, understand their challenges and gather suggestions on how to enhance their experience.

Airtel Tanzania Director of Customer Experience, Ms Adriana Lyamba, said going the extra mile meantbeing present where customers live and work, rather than waiting for them to seek assistance at service centres.

“Customer service is not only about responding when a customer reaches out to us. It is about being present and taking action that makes a meaningful difference in their everyday lives,” she said.

Ms Lyamba said the community engagements provided an opportunity to hear customers’ concerns first-hand and identify practical ways to strengthen service delivery.

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Airtel Tanzania Head of Public Relations and Corporate Social Responsibility, Mr Jackson Mmbando, said Customer Service Week offered an opportunity to demonstrate that going the extra mile should become part of the company’s daily culture rather than remain a campaign theme.

He said Airtel’s commitment extended across its network coverage, customer services, fibre and internet connectivity, with the aim of reaching more Tanzanians wherever they are.

“When our employees interact directly with customers in their communities, we gain a better understanding of their everyday experiences and what we need to do differently to serve them better,” he said.

Mr Mmbando added that every employee had a role to play in improving customer experience, stressing the importance of regular engagement with the communities the company serves.

The visits also featured entertainment through a partnership with Lamata Village Entertainment, which helped create an interactive environment for customers to share their experiences with Airtel teams.

Lamata Village actor, Mr Abdulzack Abdul, said the engagement demonstrates the value of organisations taking time to meet customers directly and understand their needs.

He said the partnership provided an opportunity to bring Airtel’s “Tunasonga na Wewe Kila Kona” message closer to communities.

The initiative reflects Airtel Tanzania’s customer-first approach, with the company maintaining that customer experience is a shared responsibility across all departments.

Beyond Customer Service Week, Airtel Tanzania says it remains committed to improving connectivity, services and customer experience through continued investment and engagement with the communities it serves.

The company’s campaign is anchored on its commitment to expand network coverage, customer services, fibre and internet connectivity under the message: “Site Kila Kona. Huduma Kila Kona. Fiber na Internet Kila Kona.”