Celebrating Multichoice Namibia’s 25th Anniversary with Wilhelm Louw
Customer Perception Is Our Reality
Are there any specific special moments throughout MultiChoice’s journey that you can share?
A few years back I got the opportunity to be acting manager in the operations department. That was the highlight for me. I got to know how things are done on another level and what is expected from you.
How has being a part of the MultiChoice Namibia team changed your life?
Made me more aware of what customer service is. If I go into a shop, I also have some expectations. I know how it feels to be behind the counter. When somebody is not happy with the service they get. I always try to look at how we can improve a customer’s experience. If a customer comes in and he has a business need and a personal need, sometimes you’ll hear life stories. However, when a customer leaves, he or she must leave with a happy face. The expectations he or she had when they came in, should be met.
I think it made me understand people better. It made me want to learn more. I have two kids, so I teach them things so they have a better understanding of how life is or what life is about.
What contribution are you making towards MultiChoice’s purpose of enriching lives?
We’ve made a promise to the customers that we provide a one-stop service. On a daily basis I look at how can stay true to our promise. Are we giving the customers what we promise? I also look at ways and means of how to do things better.
We used to have payments done at the office. We’ve now rolled out a system where you can also pay at Woermann & Brock and Shoprite. Where you do your shopping, you can now also make a payment, so making life easier for the customer.