MultiChoice Nigeria staged yet another interactive session for its DStv subscribers in the Egbeda/Dopemu area of Lagos.
The session aptly called Customer Forum, is a regular customer engagement initiative by MultiChoice Nigeria that provides the opportunity for subscribers and representatives of the organisation to have face-to-face dialogues in a bid to gain better understanding of customer issues and provide solutions to them.
Present at the forum were DStv subscribers, DStv dealers, sales agents and representatives of MultiChoice, the subscriber management company of DStv. Subscribers took turns to raise issues that affected the quality of their DStv services. Notable among the issues raised and addressed at the forum included, signal loss, subscription payment and reconnection, customer care services, and other hardware related issues.
Speaking at the forum, Public Relations Manager, DStv, Caroline Oghuma said the forum was a strategic intervention plan of the company to reach out to customers in their various locations. “We are aware that our subscribers do encounter some challenges with our services and it is for that reason we organize this forum from time to time to meet with them and get direct feedback. We also use the platform to introduce new products and services to them, thereby keeping them up-to-date with the latest innovation from DStv”, she stated.
On the issue of customer care services, Oghuma said that the call centre hours have been extended to accommodate more queries. “Call centre operating hours are now 8am to 9pm on Saturdays, Sunday and Public Holidays. In addition, toll free numbers have been introduced on major network providers”, she said.
She also said customers now have the option of suspending their accounts while they are away. This she said would be upon request with the account suspended for a fixed period between seven to fourteen days twice yearly with a 48 hour notice. During the forum, subscribers were taken through a demonstration of DStv Now, a free service available to DStv Premium customers who are also paying a PVR Access Fee.
Customers were also introduced to the Direct Sales Acquistion (DSA) employment scheme of the company. This scheme allows individuals the opportunity to earn income and commissions from door to door sales services and after sales support for DStv products.