Gopal Vittal asks Airtel executives to be on ground today to fix customer issues
Bharti Airtel's managing director Gopal Vittal has called on the telco's 19,000-odd employees, 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, even as the Sunil Mittal-led telco readies to launch 5G services nationally by the month-end.
The exercise is 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 its 2G, 4G and 5G mobile operations as well as home broadband services.
«These interactions will help us understand customer needs on a deeper level. Tomorrow (March 12) is also an opportunity for you to discover first-hand what challenges our frontline staff face and how they serve customers,» Vittal wrote in an internal email communication to all Airtel employees Monday. ET has seen a copy of the Airtel MD's letter.
The objective of the customer mass-connect exercise is also to tap into the goodwill that the Airtel brand enjoys, and further consolidate it to ring in the next wave of high ARPU-generating mobile broadband customer acquisitions as the telco prepares to roll out 5G services nationally, a senior company executive said.
In his letter, Vittal has called on Airtel managers «to actively listen» to customers as well as the telco's front-end staff, and share observations internally through an online form on the same day.
All Airtel employees,
