Yas links staff skills to service quality
DAR ES SALAAM: Regular staff training is becoming increasingly important in telecommunications as technological changes reshape customer needs and service delivery, Yas has said, urging continued skills development to improve customer experience.
Yas made the call during a ceremony in Dar es Salaam over the weekend to recognise outstanding customer service employees for 2026, marking the close of Customer Service Week celebrations.
Yas and Mixx Director for Customer Experience, Ms Mwangaza Matotola, said employees must continually update their skills to understand evolving products and services and respond effectively to emerging challenges.
She said customer service had improved over the years, but further training remained necessary as technological advances brought both benefits and new service challenges.
One of the recognised employees, Anna Kulinganila, said customer interactions had also improved, with insults and abusive language during calls declining compared with previous years, although some customers still used inappropriate language.
Ms Kulinganila said maintaining professionalism and patience was essential when handling difficult conversations, adding that employees needed to listen carefully to customers and provide clear guidance to resolve their concerns.
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Continuous learning can also help customer service teams adapt to new digital platforms and service procedures, particularly as customers increasingly expect timely responses and efficient solutions to their problems.
The recognition of outstanding employees also provides an opportunity to motivate staff, encourage teamwork and promote a culture in which quality service remains a shared responsibility across the organisation.
