Residents of Tsito in the Ho West District have expressed appreciation to MTN Ghana for what they described as a timely and respectful engagement that made them feel valued as customers and partners.
Many community members praised MTN for stepping beyond its corporate walls to interact directly with users of its services, listen to their concerns, and provide real-time responses.
“We are grateful. MTN came to us not just to promote, but to listen and act. It’s a good sign that they care about communities like Tsito,” said Madam Afi Kumedzro, a local trader who attended the session.
The community forum, organized by MTN Ghana, formed part of its broader effort to bring customer service closer to the people and to bridge feedback gaps between the company and rural communities.
MTN’s Commitment: Listening, Learning, Acting
Speaking at the event, Mr. Kennedy Kofi Ofosuhene, MTN Ghana’s Corporate Services Advisor for Southern Ghana, explained that the outreach was in line with MTN’s “customer-first” philosophy.
“Our mission is to deliver a bold digital world to everyone — and that includes listening carefully to how our services are impacting everyday lives. Tsito matters to us, and we are here to serve better,” he said.
Mr. Alex Acheampong, the Territory Sales Controller for Ho West, added that the company does not take customer loyalty for granted.
“Every complaint is an opportunity to improve. Every suggestion is a blueprint for better service,” he emphasized.
Concerns Raised — and Responses Given
The residents brought up key issues they experience as MTN customers, in a tone marked by respect and optimism for resolution. Among the major concerns discussed were:
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Network Challenges: Some residents pointed out areas where voice and data services drop frequently. MTN assured them that technical teams would assess and work on improving connectivity in affected areas.
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Mobile Money Transfer Delays: Users acknowledged the reliability of Mobile Money in general but noted that transfers to other users sometimes delay. MTN encouraged use of the *170# platform for quicker resolutions and assured that technical reviews are ongoing to enhance app performance.
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Difficulty Accessing Services Locally: Residents called for a dedicated MTN service point within Tsito to reduce travel time and cost to Ho for customer support. MTN took note and promised to consider decentralizing services based on demand trends.
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Understanding of Promotional Services: Several users expressed confusion over how services such as Jara and MTN Mashup work. MTN pledged to intensify community education through both digital and traditional media platforms.
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Claiming MoMo Benefits of Deceased Relatives: A resident named Adzo respectfully raised concerns about accessing Mobile Money funds after the passing of her mother. MTN representatives explained the proper claims process and promised to make the guidelines more accessible.
Building Trust, One Forum at a Time
The community meeting was not just a platform for airing concerns but also a moment of mutual appreciation. Residents openly acknowledged MTN’s role in keeping them connected — especially during emergencies and business transactions.
“MTN’s services are part of our daily lives. If they are willing to come here and listen to us like this, then they deserve credit. We look forward to seeing changes soon,” said Mr. Godwin Kodzo, a teacher in the area.
MTN ended the session by reaffirming its commitment to strengthening ties with the people of Tsito and beyond, promising more outreach activities that place the customer at the heart of service delivery.
“We’re walking this journey with you, not ahead of you,” Mr. Ofosuhene concluded.
Source: Ivy Priscilla Setordjie