Yas has highlighted the importance of regular staff training as technological change transforms the telecommunications industry and customer expectations. The company made the comments during a ceremony in Dar es Salaam to honour outstanding customer service employees for 2026, as part of Customer Service Week celebrations. Yas and Mixx Director for Customer Experience Mwangaza Matotola said workers must keep updating their skills to grasp new products and services and tackle emerging challenges.
Customer service quality has improved over time, but ongoing training remains essential as technology brings both opportunities and new difficulties, Ms Matotola said. One recognised employee, Anna Kulinganila, noted that customer interactions had become more respectful, with fewer instances of insults and abusive language during calls compared to earlier periods, though some customers still used inappropriate language.
Ms Kulinganila stressed that maintaining professionalism and patience during difficult conversations was vital, and that staff needed to listen closely to customers and offer clear guidance to resolve their concerns. Continuous learning helps customer service teams adapt to new digital platforms and procedures as customers increasingly demand quick responses and efficient problem-solving.
Recognising outstanding employees also motivates staff, encourages teamwork and reinforces a company-wide culture where service quality is everyone's responsibility, Yas said.