Airtel Tanzania moved beyond its service centres this week, sending employees into five Dar es Salaam communities to engage directly with customers. The visits to Kigamboni, Tegeta, Mbagala, Tandale and Gongo la Mboto were part of the company's Customer Service Week 2026 activities, themed "Extra Mile." Staff from different departments worked alongside the Lamata Village Entertainment team to listen to customer experiences and identify areas needing improvement.
The company's Director of Customer Experience, Adriana Lyamba, said the initiative reflected a shift in how Airtel approaches service. Rather than waiting for customers to visit offices, the company was taking action in the communities where people live and work. She described customer service as more than just responding to requests, but being present and making a meaningful difference in daily lives.
Jackson Mmbando, Airtel Tanzania's Head of Public Relations and Corporate Social Responsibility, said the community visits helped staff understand customer experiences firsthand. He stressed that every employee had a role in improving service and that going the extra mile should become part of daily culture rather than remain a campaign theme.
Beyond this week's activities, Airtel Tanzania said it remains committed to expanding network coverage, customer services, fibre and internet connectivity across communities it serves.