Marketing-Börse PLUS - Fachbeiträge zu Marketing und Digitalisierung
print logo

Vodafone Egypt representative crowned as hero of Europe, Middle East and Africa

Vodafone Egypt received the first award at the Alcatel-Lucent Customer Service Heroes Awards in Prague.
Vodafone Egypt | 26.07.2011
In one of the globally recognized competitions in customer service, Vodafone Egypt received the first award at the Alcatel-Lucent Customer Service Heroes Awards in Prague. The event comprised many international companies from Europe, the Middle East and Africa (EMEA). For his outstanding efforts and performance, Ahmed Shalaby, Customer Care Senior Representative, Vodafone Egypt, was awarded “absolute hero” given his outstanding service of Vodafone customers. The recognition was part of an annual Customer Service Heroes Awards in which hundreds of representatives from around the world compete and only those who go the extra mile to provide outstanding service to their customers are recognized.

Ahmed Shalaby, Customer Care Senior Representative of Vodafone Egypt, was especially recognized for the outstanding efforts he exerted at a time of political unrest during the Egyptian revolution. He went beyond the call of duty when he volunteered for work during such tough times. What makes Shalaby the ultimate hero is what he did once he was there. A distraught family contacted Vodafone to help them locate their mentally disabled daughter who became lost in the unrest. The only telephone number the girl knew to call had been disconnected. Shalaby worked tirelessly to cut through red tape and have the telephone number re-enabled. Moments after the line was opened, the girl called and was safely reunited with her family.

Shalaby was one of three finalists recognized at Alcatel-Lucent G-Force event in Prague. Finalists had been selected by a panel of customer service luminaries and invited to attend G-Force in recognition of their achievements.

Shalaby expressed his happiness to receive the award. “It is an honor to represent Egypt and Vodafone at such an international and prestigious forum. I believe that Customer care is at the heart of any successful service company because it depends on direct contact with customers. Therefore, customer care representatives should be keen to address problems in a serious, courteous and dedicated manner. It is important to consider any customer problem as a top priority and seek to resolve in the shortest time possible, Shalaby said.

Consumer Customer Care Director at Vodafone Egypt, Hani Moneim, felt proud and happy about the recognition of one of Vodafone Egypt customer care representatives, for this is an opportunity to demonstrate the work of customer care representatives who work quite hard and with a lot of passion to provide the best service for our customers. He added that Shalaby was a role model for his colleague with passion – a representative who is keen to do his best, show dedication and excellence and even to challenge red tape to satisfy his customers. Indeed, human resources and efficiency in customer service are the top priority for Vodafone Egypt. Through capacity and skills development and latest technology, the company is keen to offer excellent service and recognize outstanding accomplishments at the professional and personal levels. “In Vodafone Egypt, we are extremely proud of the trust of more than 32 million customers, and we are working hard to provide them with the best service” Moneim added.