Bharti Airtel's managing director
Gopal Vittal
has set an important KRA for the company's 19,000 odd employees for today, March 12. Vittal has called on all employees of the company, including senior executives, across India to cancel all business meetings on Tuesday and spend the entire day on the field with customers to get a fix on service challenges they face.
The exercise is said to be part of a national brand-building drive to position Airtel as a customer-obsessed telco that is keen on eliciting direct market feedback from its target audience on the state of 2G, 4G and 5G mobile operations as well as home broadband services. This comes as Airtel is set to complete its pan-India 5G network roll out later this month. As of end-December 2023, the telco had 65 million pure 5G users.
Vittal wrote an internal email communication to all Airtel employees regarding the same, here's the email that he sent:
Dear Friends
I am looking forward to all of you participating with full energy in the Customer Day tomorrow.
This is a very important day where we celebrate our front line staff who serve customers. Remember at Airtel there are only two types of people. Those who serve customers and then those who serve those who serve customers.
Tomorrow is an opportunity for you to discover first-hand what challenges our front line staff face and how they serve customers. As you do this please do consider talking to our customers and learning a little bit more about a day in the life of our store staff, our engineers and our sales people.
As we step out tomorrow, I would like you to keep a few things top of mind:
Embrace the Customer Day Spirit! Come with an enthusiastic and positive attitude. Remember, these interactions will help us understand customer needs on a deeper level. Be respectful to the customer and ensure you don’t ask leading questions.
Share your Observations! Your insights are crucial in shaping our future strategy. Actively listen to our customers and front end employees. On the same day share your observations through the online form.
Fuel Our Customer Obsession! Customer Day is a powerful reminder that we are here to serve customers and provide an exceptional experience.
I am excited to hit the market - #LetsPaintItRED!
Regards
Gopal
English (US) ·