Dar es Salaam, 8 October 2026 In celebration of Customer Service Week 2026 under the theme “Extra Mile,” Airtel Tanzania has brought the theme to life through its own promise, “Tunasonga na Wewe Kila Kona,” taking customer service beyond offices and service centres and directly into communities across.
With the spirit of Site Kila Kona, Huduma Kila Kona, Fiber na Internet Kila Kona, Airtel Tanzania employees, together with the Lamata Family, visited Kigamboni, Tegeta, Mbagala, Tandale and Gongo la Mboto, meeting customers where they live, work and conduct their businesses.
It was about going the extra mile to listen, understand and experience the customer journey first-hand.
Employees from different functions across Airtel Tanzania stepped out of their usual workplaces and engaged directly with customers, listening to their experiences, understanding the challenges they face and gathering feedback on how Airtel can make their experience even better.
Speaking during the community engagement, Airtel Tanzania Director of Customer Experience, Ms. Adriana Lyamba, said the initiative demonstrated what going the Extra Mile means for Airtel.
“For us, going the Extra Mile means being where our customers are. ‘Tunasonga na Wewe Kila Kona’ reflects our commitment to listen, understand and continuously improve the experience we provide. Customer service is not only about responding when a customer reaches out to us. It is about being present and taking action that makes a meaningful difference in their everyday lives.”
“By going into the communities, our teams have had an opportunity to hear directly from customers, understand what matters most to them and identify where we can do even better. These conversations will help us strengthen the way we serve our customers.”
The engagement reflects Airtel Tanzania’s customer-first approach and its commitment to ensuring that customer feedback remains an important part of improving service delivery.
Commenting on the initiative, Airtel Tanzania Head of Public Relations and CSR, Jackson Mmbando, said Customer Service Week provided an opportunity to demonstrate that the Extra Mile should go beyond a theme and become part of Airtel’s everyday culture.
“‘Tunasonga na Wewe Kila Kona’ is our promise to remain close to our customers. Whether it is Site Kila Kona, Huduma Kila Kona, Fiber or Internet Kila Kona, our ambition is to ensure that connectivity and quality service continue reaching more Tanzanians wherever they are.”
“Going the Extra Mile also means going out to listen. When our employees interact directly with customers in their communities, we gain a better understanding of their everyday experiences and what we need to do differently to serve them better. Ultimately, every Airtel employee has a role to play in creating a customer experience that we can all be proud of.”
Adding energy and entertainment to the initiative, Airtel Tanzania partnered with Lamata Village Entertainment, whose team joined Airtel employees in engaging customers across the selected communities.
The partnership created a lively and interactive environment, allowing customers to engage openly with Airtel teams while celebrating Customer Service Week.
Speaking during the engagement, Lamata Village actor, Mr. Abdulazack Abdul, said: “It has been a great experience joining Airtel employees in going directly to the communities. People appreciate organisations that take time to come to them, listen to and understand their experiences. We are happy to be part of this journey and to help Airtel bring the spirit of ‘Tunasonga na Wewe Kila Kona’ closer to its customers.”
The community visits reinforced an important message across Airtel Tanzania: customer experience is everyone’s responsibility.
While Customer Service Week provides a moment to celebrate customers and the people who serve them, Airtel Tanzania believes that going the Extra Mile must continue every day.
Through continued investment in its network, services and customer experience, alongside regular engagement with the communities it serves, Airtel Tanzania remains committed to being closer to customers and creating meaningful experiences wherever they are.
Site Kila Kona. Huduma Kila Kona. Fiber na Internet Kila Kona.
