Orange Sierra Leone has reaffirmed its commitment to customer satisfaction, service excellence and improved telecommunications delivery following the successful celebration of Customer Service Week 2026, held from 5 to 9 October under the theme, “Going the Extra Mile.”

The week-long celebration brought together customers, employees and key stakeholders in activities designed to recognize customer loyalty, strengthen relationships and demonstrate the company's determination to continuously improve the quality of its services across Sierra Leone.

Through nationwide customer engagement, special recognition programmes, direct interactions and appreciation initiatives, Orange Sierra Leone used the occasion to express gratitude to its customers while creating opportunities to better understand their concerns, expectations and recommendations.

The celebration officially commenced on Monday, 5 October 2026, with a launch ceremony that emphasized the importance of placing customers at the centre of the company's operations and building a strong culture of service excellence across all departments.

Delivering his remarks during the ceremony, Orange Sierra Leone's Customer Experience Director, David S. Mansaray, underscored the importance of going beyond conventional customer service practices to build lasting relationships based on trust, responsiveness and genuine concern for customers' needs.

He explained that exceptional customer service involves more than resolving complaints or responding to enquiries, stressing that it requires employees to understand customers, anticipate their needs and consistently provide solutions that improve their experiences.

According to David S. Mansaray, customer service is fundamentally about people serving people, making it necessary for employees to continuously learn, collaborate and demonstrate professionalism in their daily interactions with subscribers.

He encouraged staff members to embrace the theme, “Going the Extra Mile,” as a permanent part of Orange Sierra Leone's corporate culture rather than an activity limited to the annual celebration.

The Customer Experience Director also expressed appreciation to customers for their continued loyalty and confidence in the Orange network, noting that their support remains central to the company's growth and development.

A major highlight of the launch was a video message delivered by Orange Sierra Leone's Chief Executive Officer, Aïcha Touré, who reaffirmed the company's commitment to customer satisfaction, innovation, digital inclusion and improved service delivery.

In her message, Aïcha Touré acknowledged the invaluable contribution of customers to the company's operations, describing their trust and loyalty as the foundation upon which Orange Sierra Leone continues to build its business.

“At Orange Sierra Leone, we recognize that our customers are the very reason we exist. Without their trust, loyalty and continued support, there would be no Orange. Our customers are at the heart of everything we do and we never take their confidence in us for granted,” she stated.

The Chief Executive Officer further emphasized that customer feedback, complaints and recommendations provide important opportunities for the company to identify service gaps, introduce improvements and respond more effectively to changing consumer expectations.

“We deeply value their feedback, concerns and recommendations because they provide us with invaluable opportunities to learn, improve and deliver better services. Every customer's voice matters and it is our responsibility to listen, respond and continuously strive to meet and exceed their expectations,” she maintained.

Aïcha Touré explained that Orange Sierra Leone's operations are guided by three fundamental corporate values: Care, Boldness and Responsibility, which continue to shape the company's approach to customer relationships and service delivery.

She assured customers that the telecommunications company remains committed to earning their confidence through responsible business practices, improved accessibility, innovation and consistent attention to their needs.

“Guided by our values of Care, Boldness and Responsibility, we remain committed to putting our customers first, earning their trust every day and going the extra mile to deliver the quality of service and experience they deserve,” she affirmed.

Expressing appreciation to subscribers nationwide, the Chief Executive Officer added: “To all our customers, thank you for choosing Orange, for believing in us and for inspiring us to become better every day.”

Beyond the official launch, Orange Sierra Leone extended the celebration into communities and public spaces through a nationwide customer appreciation and engagement initiative aimed at bringing employees closer to the people they serve.

Employees from different departments took to the streets across the country to interact directly with subscribers, thank them for their loyalty and gather firsthand information about their experiences with Orange products and services.

The initiative provided an opportunity for employees to move beyond their usual working environments and engage customers in a more personal and interactive manner.

Long-standing subscribers who have remained loyal to the Orange network over the years were also recognized and presented with special gifts as a demonstration of the company's appreciation for their continued patronage.

The recognition exercise formed part of Orange Sierra Leone's broader efforts to acknowledge the contribution of customers whose sustained support has played an important role in the company's development within Sierra Leone's competitive telecommunications industry.

During the nationwide engagements, employees listened to customers' concerns, received suggestions and discussed areas where the company could further improve its operations.

Particular attention was given to feedback relating to network quality, service reliability, accessibility and customer support, which remain important considerations for telecommunications subscribers.

Several customers expressed appreciation for the recognition and commended Orange Sierra Leone for its contribution to the country's telecommunications sector, while also encouraging the company to continue improving its services.

The direct interactions allowed Orange employees to better appreciate the everyday experiences of subscribers and reinforced the importance of translating customer feedback into practical improvements.

The company maintained that such engagements are essential to understanding changing customer expectations and developing products and services that respond to the communication and digital needs of individuals, businesses and communities.

Orange Sierra Leone also used the celebration to reinforce its corporate values of Care, Boldness and Responsibility, which Management considers fundamental to maintaining strong customer relationships.

Under the principle of Care, the company emphasized the importance of listening attentively to customers, understanding their concerns and ensuring that every interaction reflects empathy, respect and professionalism.

The value of Boldness encourages employees to embrace innovation, take proactive steps to resolve challenges and explore new approaches to improving customer experiences.

Responsibility, on the other hand, reinforces the company's obligation to address customer concerns, maintain accountability and pursue continuous improvements in the quality, reliability and accessibility of its services.

By extending customer appreciation activities beyond its offices and service centres, Orange Sierra Leone demonstrated its intention to make customer engagement more accessible and responsive to the needs of subscribers in different communities.

The initiative also reinforced the company's position that customer satisfaction should not be regarded as the exclusive responsibility of customer service personnel.

Instead, Management emphasized that every employee, regardless of department or position, has a role to play in ensuring that customers receive satisfactory services and positive experiences.

This approach reflects Orange Sierra Leone's broader strategy of strengthening a customer-focused organizational culture in which employees recognize the importance of their individual contributions to service delivery.

The company further acknowledged that maintaining customer confidence requires sustained investment in innovation, connectivity, operational efficiency and responsive customer support systems.

Customer Service Week 2026 therefore provided an opportunity not only to celebrate existing relationships but also to assess areas requiring additional attention and improvement.

The activities highlighted the importance of maintaining open communication channels through which customers can share their experiences, raise concerns and contribute recommendations that support better business decisions.

Orange Sierra Leone believes that listening to subscribers and responding appropriately to their feedback will remain essential to strengthening public confidence and ensuring that its services continue to meet evolving market demands.

The company also reaffirmed its commitment to promoting digital inclusion by improving access to telecommunications and digital services, particularly as connectivity becomes increasingly important to education, commerce, financial transactions and everyday communication.

Management stressed that achieving sustainable customer satisfaction requires continuous engagement, accountability and innovation rather than occasional appreciation activities.

As the celebration concluded on Friday, 9 October 2026, Orange Sierra Leone renewed its pledge to prioritize customers in its operations, strengthen relationships and pursue service improvements that deliver meaningful benefits to subscribers nationwide.

The company reiterated its determination to enhance connectivity, improve customer experiences and expand access to telecommunications and digital solutions that support Sierra Leone's growing communication needs.

For Orange Sierra Leone, the successful observance of Customer Service Week 2026 represented more than an opportunity to distribute gifts and recognize loyal subscribers. It also served as a reminder of the responsibility to listen, respond and consistently deliver services that justify customers' continued confidence.

With its corporate values of Care, Boldness and Responsibility guiding its operations, Orange Sierra Leone maintains that “Going the Extra Mile” is not simply a theme for Customer Service Week but an ongoing commitment to placing customers first, strengthening service excellence and building lasting relationships based on trust, loyalty and satisfaction. https://thecalabashnewspaper.com/archives/65504