By Mariama Admire Bundu
Orange Sierra Leone has launched this year’s Customer Service Week with a call for staff to put customers at the centre of the company’s operations and ensure that every interaction delivers a better customer experience.
The event, held on Monday, October 5, at the ODC Event Hall on Alpha Wurie Drive, Hill Station, Freetown, was organised under the theme “Going the Extra” and brought together Orange Sierra Leone officials, representatives of the National Telecommunications Authority (NatCA) and other stakeholders.
The celebration forms part of Orange Sierra Leone’s efforts to strengthen its customer-focused approach and encourage employees to go beyond routine service delivery in meeting the needs and expectations of subscribers.
Speaking at the event, Orange Sierra Leone Chief Executive Officer Aicha Touré said the company exists because of its customers, noting that customers judge the entire organisation based on their experiences with its services.
“Customers don’t see our organization, our departments, or our processes. They simply see Orange,” Touré said. She explained that when the network works, services are easy to use and customer concerns are addressed promptly, customers associate those experiences with Orange. Similarly, she said, problems with services also shape customers’ perception of the company.
Aicha Touré said her recent visits to different parts of the country gave her the opportunity to meet customers and hear directly about their experiences with Orange. She said the interactions reinforced the importance of keeping customers at the centre of the company’s decisions and operations.
She announced the continuation of the company’s “My Customer, My Boss” initiative for 2026, describing it as more than a slogan but a mindset that requires staff to demonstrate ownership, responsiveness and commitment to customers.
According to her, customer service should not be regarded as the sole responsibility of customer experience teams, as employees across technology, finance, human resources, sales, information technology, marketing, legal and other departments all contribute to the customer experience.
Madam Touré urged staff to ask themselves what they could personally do to improve customers’ experiences, including responding faster, simplifying processes, listening carefully, solving problems rather than passing them on, and taking ownership until issues are resolved.
She further said Orange’s commitment to “being here for good” means being available to customers, listening to them, keeping promises and continuously improving its services.
Also speaking at the event, Smart Kokofele, Director of Regulatory Affairs at the National Telecommunications Authority (NatCA), reaffirmed the regulator’s commitment to working with telecommunications operators to strengthen consumer protection and create an enabling environment for the sector.
Mr. Kokofele, who delivered greetings from the Director General of NatCA, disclosed that the authority would embark on a nationwide sensitisation campaign aimed at educating consumers on how to protect themselves and understand their rights during Customer Week.
He said NatCA’s role as a regulator goes beyond creating an enabling environment for telecommunications companies, stressing that the authority also has a responsibility to support operators in delivering quality services to consumers.
According to him, NatCA recognises that the existence and success of telecommunications operators benefit subscribers, businesses and the government. He therefore assured Orange of the regulator’s continued support and collaboration.
Mr. Kokofele identified quality of service, network coverage and pricing as three major pillars that contribute to the success of telecommunications operators.
He said operators must provide quality services, expand network coverage to ensure accessibility across the country and maintain pricing structures that allow customers to access their services.
He further assured Orange that NatCA was prepared to work closely with the company and other operators, noting that the regulator would continue to process their regulatory requirements efficiently because their existence and sustainability were important to the country.
The Customer Service Week programme also featured a panel discussion moderated by the Deputy Director General of the Sierra Leone Broadcasting Corporation (SLBC), Asmieu Bah, focusing on issues surrounding customer service and the relationship between service providers and consumers.
