KADUNA ELECTRIC NEWSLETTER 2ND EDITION

Kaduna Electric Rewards Outstanding Staff

* Best Area Manager Receives N500,000 Reward

In a display of appreciation and recognition, the Managing Director/CEO, Engr Yusuf Usman Yahaya has honored the outstanding contributions and hard
work of some staff.

Engr Yusuf Usman Yahaya rewarded the best Area Manager Gonin Gora Jeremiah Okoh as the Best Area Manager. He was adjudged to have the highest collection efficiency. He was rewarded with the sum of five hundred thousand naira(N500,000).

Three service Center Managers and three Sales Representatives were also rewarded with cash. However, The Area Manager, Kebbi Central, Gombe Adamu Muhammad, was commended for continuous growth trajectory recorded at the Area Office.

The Head Human Resources, Mrs Adiola Akanni, added that " Reward and recognition plays a vital role in fostering a positive and motivated work environment." She encouraged other staff to redouble their efforts in pursuing excellence.

 

Kaduna Electric Donates to Victims of Zaria Mosque Collapse.

As part of its Corporate Social Responsibility, Kaduna Electric has donated an undisclosed sum of money to families of the deceased and the injured in tragic collapse of the roof of the Zaria Central Mosque.

Announcing the donation,  the Head of Corporate Communication,  Abdulazeez Abdullahi, said the geature which was approved by the the company's Managing Director/ CEO, Yusuf Usman Yahaya, is aimed at ameliorating the hardship suffered by the victims.

He said the donation will be channeled through the Emirate for onward disbursement to the victims.

It will be recalled that the Managing Director had earlier described the collapse of the part of the roof of the Zaria Central Mosque which resulted in the death of about ten worshippers as "a painful tragedy and a very sad day in the history of Zazzau Emirate"

He said, during a condolence visit to the Emir of Zazzau, Mal Ahmad Nuhu Bamalli, in his palace, that the Management and entire staff of Kaduna Electric share in the pain and agony of the families of those who lost their lives and those who sustained injuries.

"On behalf of the Management and entire staff of Kaduna Electric, we hereby express our deep and sincere condolence to His Royal Highness, the Emir of Zazzau, families and loved ones of the deceased and the people of Zazzau Emirate in general over the unfortunate incident that occurred on yesterday; we pray to Almighty Allah to grant the deceased eternal rest and the injured speedy recovery", he said.

KADUNA ELECTRIC NEWSLETTER AUGUST 1ST EDITION

 

VANDALISM POSES SERIOUS THREAT TO POWER SUPPY IN ZAMFARA STATE

The Regional Manager of Zamfara Regional Office, Comrade Abdulrasheed Muhammad has described vandalism of power supply infrastructure in the State as “the greatest factor responsible for supply instability and a serious threat to security.

He made this assertion during an engagement with traditional rulers, Islamic Scholars and security agencies in Gusau Emirate Council recently.

He stressed that the engagement is an avenue for listening and providing a tailored solution concerning vandalism, this he said, can simply be achieved through listening to customers complaints.

According to him, “vandalism of public utilities is a criminal offence, it follows that the people who engages in those nefarious activities do so for the same reason many other criminal activities are perpetrated, the attitude of people towards organizational property is erroneous, this does not help matters in the society and one of its major factors contributed to the vandalism and helps hinder qualitative services delivery and cost loses to the organization as a revenue entity”.

He further noted that the Company in collaboration with security agencies and members of the Emirate Council should device ways of handling and curbing vandalism, theft and destruction of the Company’s property.

He solicited the help of Emirate Council, religious leaders and security agencies to enlighten society and report any suspicious activity to Kaduna Electric or to security agencies.

In his address, the Emir of Katsinan Gusau, Alhaji Ibrahim Bello described the engagement as a development that gives total recognition to the royal fathers.

He further noted that vandalism of power supply infrastructure could not be made possible without the involvement of people who possesses the technical skills to install or dismantle transformers.

“The organization should not give any access to unauthorized staff to its property because this gives opportunities to vandals”, he said.

He further stressed that the organization should improve the capability, capacity, productivity and performance of staff by training them in accordance with regular practice or procedure.

He pledged the support of the Emirate Council to the on-going campaign against vandalism. “The Emirate Council is ready to give its assistance to Kaduna Electric to accomplish their business objective”, he added.

In his remarks, the Regional technical officer Engr. Yahaya Yusuf says more than 20 transformers have been attacked by vandals across the Zamfara Region network recently.

Engr. Yahya who narrated the ugly experience Zamfara Regional Office has been going through at the hands of vandals, reiterated the company’s resolve to continue working with critical stakeholders to ensure that the elements perpetrating the dastardly act are apprehended and brought to book.

According to him, there is no day that passes without the company receiving a report of an electrical installation being attacked by vandals.

“It has gone so bad that the vandals now go as far as draining transformer oil, even after carting away the armored cables, a situation which is disheartening,” he said.

MEET THE STAFF SERIES

Kaduna Electric Should Work with Relevant Authorities to Strengthen Law Against Electricity Crimes… Ibrahim Sani

 

Ibrahim Sani, CM Gonin Gora AO

CCD: Briefly tell us about yourself?

IS: I'm Ibrahim Sani  I hold a Bsc in administration and Master degree in accounting from Kaduna State University. I am a Fellow of the  Institute of Corporate Administration of Nigeria. I'm also a member Institute of Corporate Marketing. I consider myself as an administrator in terms of revenue generation.
Over the years, I started my career in as an SR, then I rose to Service Center Manager, and I currently serve as the Commercial Manager of Goni Gora Area Office.

CCD: What are your responsibilities as a Commercial Manager?

IS: As a Commercial Manager, my responsibilities typically include:
 Revenue Generation: my primary responsibility is to oversee and optimize the revenue generation process in my Area Office. This involves developing and implementing strategies to increase sales, attract new customers, and retain existing ones.
 Customer Relationship Management: I am responsible for maintaining positive relationships with key customers, addressing their concerns, and ensuring their satisfaction. Monitoring Customer Care Representative in Gonin Gora Area office , This includes handling customer inquiries, resolving complaints , and providing efficient billing and payment processes.
Tariff Management: It is my duty to make sure the correct tariff is maintained and corrected where necessary. I manage the Company's tariff structure and ensure compliance with relevant regulations and guidelines set by the Nigerian Electricity Regulatory Commission (NERC). .
Commercial and Collection Losses Reduction: One of my responsibilities will be to minimize Commercial and Collection losses within the franchise of my Area office. This includes implementing measures to detect and prevent electricity theft by tracking the PPM vending and other energy losses from our  distribution network.

CCD: , What are your challenges so far?

IS: Most of our customers bypass their meters in the night; non accessibility of some areas on Gwagwada leg such as Rijana, Sabon gayan, Gadan Malam Mamam, etc
and Jere  due to the security situation we found ourselves in the country today. As a complimentary strategy, we are engaging the affected communities to assist in recovering revenue.
We also need more enablers to help to cover DTs in those communities .
Eg jere

The Company should partner with relevant authorities to enact new stringent legislation or strengthen the existing legislation to punish anyone found with fraudulent act against the Company such as energy theft, vandalism, tampering with our network lines and ppm bypass, etc. The perpetrators of these criminal acts should be punish so that it will served as a deterrent to others. My appeal to Management is to improve in the area of logistics and enablers for the Service Centers under us to work effectively, though the Management is doing it best.

CCD: How do you specifically intend to improve the revenue collection of the Area Office?

IS: Its important to have effective strategies in place including continuing market research and strong relationships with the customers and customer centric approach.

CCD: Where do you see Gonin gore Area Office in terms of performance and collection efficiency in a few months?

IS: I see gonin gora as one of the best Area Offices in terms of sustained highest collection efficiency. 

CCD: What are your appeals to the management of Kaduna electric?

IS: My appeal to Management is improved in the area of logistics and enablers for the Service Center under us to work effectively, though the Management are doing their best.

 

 

 

KADUNA ELECTRIC NEWSLETTER JUNE 2ND EDITION

Zamfara State Government, Kaduna Electric Strengthens Ties for Efficient Service Delivery

The Executive Governor of Zamfara State, Alhaji Dauda Lawal Dare and the Managing Director/Chief Executive Officer of Kaduna Electric, Engr. Yusuf Usman Yahaya have resolved to work together to address issues of concern to the two parties.

The resolution was adopted during a meeting held in the office of the Executive Governor of Zamfara State, Dr. Dauda Lawal Dare recently in Government House, Gusau.  

The meeting resolved to among other things, work together to ensure early restoration power supply Zamfara MDAs as well as help Kaduna Electric to improve its revenue generation in the State which will easily translate into efficiency in power supply in the state.

Speaking during the meeting, the MD/CEO, Engr Yusuf Usman Yahaya stressed that the Kaduna Electric would do everything possible to meet its customers’ expectations in the State. 

“Our solemn commitment is improvement in service delivery, customers’ intimacy and efficiency in all aspect of services and we will do our utmost best to meet our customer’s aspirations for improved socio-Economic development to the state.  All these cannot be done without a conducive atmosphere” he noted.

He further congratulated the Governor on his swearing-in as the Executive Governor of Zamfara State.

“I wish to assured you that Kaduna Electric as a worthy partner, will stand by your side and give you all support you need to succeed, we recognized the state as partner in progress and our responsibility as a utility company to spur economic growth, we assure you our firm commitment in discharging that responsibility. We are to strengthening the relationship between the company and customers’ as well as afford the two parties to exchange ideas and other mutual beneficial information.

He called on the State Government to always live up to its contractual obligation as a critical stakeholder to help Kaduna Electric sustain its business of distribution and marketing of electricity.

He assured the Governor that all the Government formations that are unmetered would be metered accordingly.”

In his remarks, the Executive Governor of Zamfara state Dr Dauda Lawal Dare promised to give his adequate support in other to improve efficiency of electricity supply in other to develop and promote the economy of the state, he said all these cannot be done without cordial relationship among the two parties.

“The need for electricity is mandatory, it is part of the challenges we have to overcome by putting hands on deck so as to improve the efficiency of power supply and qualitative service delivery in the state”, he commended. 

Governor Dauda Lawal Dare also promised to give maximum cooperation and ensure that the Zamfara State government comply with all agreement and understanding arrived at aimed at addressing issues bothering the two parties.

 

Regional Chief Sokoto Visits Catholic Diocese of Sokoto

The Bishop, Catholic Diocese of Sokoto, Matthew Hassan Kuka, has pledged to support the operations of Kaduna Electric.

Bishop Kukah made the pledge in his office in Sokoto when he played host to Kaduna Electric Chief Regional Officer for Sokoto, Kebbi and Zamfara, Mr Sunday O. Yahaya, who paid him a courtesy visit.

In his words, the Chief regional officer stated that the essence of the visit is in continuation of the Company's stakeholders’ engagement and consumer education programmes and, also to familiarize and synergize with the leadership of Catholic Diocese of Sokoto and sought for support. 

He further stated that Kaduna Electricity Distribution Company is face with numerous challenges among them are low power generation, low payment of electricity bills from customers which made it difficult for the company to meet market obligations.

Mr Yahaya said, "religious leader like you has a role to play in our business looking at the vast number of followers you have.

"There is need for your enormous support for the Company to continue to deliver to its obligation, paying electricity by the customers is a key to achieving the desired goals of the company. 

"As a religious leader and influential leader of Christian community in Sokoto state and Nigeria, we are counting on your usual support to ensure our revenue improved in Sokoto."

He further informs the Bishop of the outages experienced in the state this month as a result of faults tripping’s on the 330KV Kainji-Birnin line and, the company deployment of over 4000 meters free to the state where large number of meters were burnt. 

Welcoming the Chief Regional Officer and his team, Bishop Matthew Hassan Kukah said, "it is a great honour to have you here with us. Your visit has enlightened us more about your operations even though I understood and have knowledge of what is happening the challenges faced by the Nigeria Electricity supply industry.

"My call to you is to continue to be sincere in your operations and more so, continue educating your customers out there to bridge the knowledge gap.

"We will continue to support your company by ensuring all our members are inform of the current situation of the business and to have good service delivery," he stated.

 

 

 

 

 

 

Kaduna Electric Frontline July Edition

We Will Develop Innovative Strategies and Implement Effective Measures that Align with the Company's Vision- James Usman, Regional Chief, Kaduna North.

CCD: Good day Sir, you were recently elevated to the position of Regional Chief assigned to head the operations department in Kaduna North Zone, how do you see your role as the Regional Chief?

MR James: I am grateful for the privilege bestowed upon me to assume this responsibility, as it signifies the trust and confidence placed in me by the company. It is indeed an incredible opportunity to contribute to the achievement of our set goals and targets, while simultaneously addressing the significant losses we are currently facing in the region.

Being entrusted with such a responsibility is not only a testament to my abilities but also an acknowledgment of the potential impact I can make in the Company's success. I fully recognize the magnitude of the task at hand and the challenges that lie ahead, but I am committed to utilizing all of my skills, knowledge, and resources to drive positive change and turn the tide in our favor.

By embracing this opportunity, I aim to collaborate closely with the talented individuals within the organization, leveraging their expertise and collective efforts to overcome the obstacles we face. Together, we will develop innovative strategies, implement effective measures, and make well-informed decisions that align with the company's vision.

Furthermore, I recognize the importance of establishing strong relationships with all stakeholders, both internal and external. By fostering open lines of communication, actively seeking feedback, and nurturing collaborative partnerships, we can leverage the collective wisdom and support of our teams, clients, and suppliers. Through effective teamwork and a shared sense of purpose, we will navigate through challenges and create a positive trajectory for the company's growth.

While the responsibility entrusted to me may be significant, I am energized by the prospect of making a meaningful difference. I am dedicated to upholding the trust placed in me by the company, its employees, and stakeholders. Together, we will strive to meet and exceed our goals and targets, setting a solid foundation for sustainable success and ensuring a brighter future for our organization in the region.

CCD: You are not new to Kaduna North axis just as you are not new to operations activities of the Company, what shall be your priority?

MR James: To address the various challenges and opportunities, several key areas require focused attention. These include staff discipline, energy audit, collection efficiency, payment efficiency, and enhancing the company's image through quality customer engagement. While these aspects are mentioned in no particular order, they are all essential components in driving positive change and improving overall performance.

Addressing staff discipline, conducting an energy audit, improving collection and payment efficiency, and enhancing customer engagement are interrelated and complementary strategies. By focusing on these key areas, we can create a more efficient and customer-centric organization, reduce losses, and strengthen our position in the market. This holistic approach will contribute to sustainable growth and ensure a positive company image in the eyes of both customers and stakeholders.

CCD: Commercial and collection losses have been a serious challenge to the Company; leveraging on your experiences, why has the problem remained an unsurmountable challenge, what do we need to do to address these teething problems?

MR James: Addressing leakages, such as energy theft by customers and internal pilfering or inefficiency by staff, is crucial for the financial stability and operational integrity of the company. By taking proactive measures to identify and address these issues, we can ensure fair and transparent operations while minimizing losses.

Also implementing a comprehensive approach that includes customer education, technological advancements, internal controls, and fostering a culture of integrity, the company can significantly reduce losses and enhance operational effectiveness. These efforts not only protect the company's financial interests but also contribute to its reputation as a responsible and trustworthy organization.

CCD: The National Mass Metering Program and Meter Asset Providers Scheme have led to the deployment of reasonable number of meters into our network, this include Kebbi, Sokoto and Zamfara States, how or what are the effects these programs have on our business?

MR James: The mass metering has gone a long way to close the metering gap and help reduce customers complain of over billing, while improving the company’s collections on PPM and reducing the losses from customers consuming more than they pay thanks to capping.

CCD: How can we further improve our performance in this regard?

MR James: Ensuring the commitment and diligence of every employee who has direct contact with customers is crucial in preventing leakages and protecting the company's revenue. From the frontline staff, including RCOs (Revenue Collection Officers), CSRs (Customer Service Representatives), and Metering personnel, to enforcement, PPM (Prepayment Metering) monitoring, revenue protection, and audit teams, everyone plays a vital role in maintaining financial integrity.

By aligning the efforts of all these teams and emphasizing the importance of their roles in maintaining financial integrity, the message is reinforced that each employee contributes to the company's success. This collective effort demonstrates to customers that the company is committed to fair practices, transparency, and responsible billing. Effective collaboration, communication, and ongoing training ensure that everyone understands their role in combating revenue leakages.

Ultimately, by fostering a culture of accountability, transparency, and professionalism at all levels of the organization, the company can maximize revenue collection, protect its financial interests, and cultivate strong customer relationships based on trust and integrity.

CCD: Part of your KPIs is to improve the operational efficiency of the Company in your operational jurisdiction, what specific tasks, directive or instructions do you have for the Regional and Area Managers to drive home the Management’s vision and mission?

MR James: 1. All officers holding supervisory positions must be active in the field: Field work is a crucial aspect of revenue protection and operational efficiency. It involves the physical presence of staff in the field, conducting inspections, investigations, and enforcement activities. All RMs and AMs must see to the following:

a. Detection of Revenue Leakages: Field work enables our RCO to detect and identify revenue leakages, such as energy theft, unauthorized connections, or meter tampering. By conducting thorough inspections, meter audits, and customer visits, field personnel can uncover irregularities and take appropriate actions to mitigate financial losses.

b. Prompt Response to Customer Complaints: Field work allows CSRs/CMs to respond promptly to customer complaints regarding billing discrepancies, faulty meters, or service disruptions. By addressing these concerns in a timely manner, the company can enhance customer satisfaction, maintain trust, and prevent potential revenue losses resulting from customer dissatisfaction or non-payment.

c. Evidence Gathering for Legal Proceedings: In cases where legal action is necessary, field work by revenue protection unit plays a critical role in gathering evidence to support investigations and prosecutions. This may involve documenting unauthorized connections, collecting witness statements, and collaborating with law enforcement agencies. Field personnel act as the company's representatives during legal proceedings, ensuring that revenue protection efforts are supported by a solid foundation of evidence.

2. Documentation and Reporting: Effective documentation and reporting are essential for capturing critical information, ensuring transparency, and enabling informed decision-making.

a. Record Keeping for Evidence and Analysis: Accurate and comprehensive documentation allows the company to maintain a complete record of field activities, investigations, and enforcement actions. This documentation serves as a valuable resource for analyzing trends, identifying patterns, and assessing the effectiveness of revenue protection measures. It also provides a historical reference that can be useful for audits, regulatory compliance, and legal proceedings.

b. Communication and Collaboration: Documentation and reporting facilitate effective communication and collaboration among different teams and departments within the company. Clear and concise reports ensure that relevant information is shared, enabling timely decision-making and coordinated efforts. This promotes a cohesive approach to revenue protection, where all stakeholders are aligned and working towards common goals.

c. Regulatory Compliance and Audit Requirements: Accurate documentation is crucial for meeting regulatory compliance standards and fulfilling audit requirements. Regulatory bodies often require detailed records of field activities, investigations, and enforcement actions. Maintaining proper documentation ensures that the company remains compliant with industry regulations and can provide necessary documentation during audits or inspections.

3. Another area which we shall pay attention to is effective and efficient utilisation of the Company's resources; optimizing the Company's resources, including human capital, time, and talent, is essential for maximizing operational efficiency and revenue protection efforts. Here's an expansion on the significance of effectively utilizing company resources:

a. Proper Staff Allocation: Efficient resource allocation involves assigning the right personnel with the necessary skills and expertise to revenue protection tasks. This ensures that staff members are deployed effectively and can perform their roles efficiently, reducing the risk of revenue leakages due to inadequate coverage or expertise.

b. We shall invest in capacity building through training and skill development; Investing in training and skill development programs enhances the capabilities of field staff, enabling them to perform their duties more effectively. By providing continuous training and upskilling opportunities, the company can equip its employees with the necessary knowledge and tools to combat revenue leakages and make optimal use of available resources.

c. Ensuring effective time management; effective time management is crucial for field personnel to carry out their responsibilities efficiently. Implementing efficient scheduling systems, optimizing routes, and prioritizing tasks based on urgency and impact can help minimize time wastage and improve overall productivity. This ensures that field staff can cover a larger area, conduct more inspections, and respond promptly to revenue protection needs.

d. We shall also ensure full talent utilization; identifying and leveraging the unique talents and skills of individual employees can contribute to revenue protection efforts. Recognizing staff members' expertise and assigning them tasks.

CCD: The importance of synergy and inter-departmental collaborations cannot be over emphasized; how can we ensure that all Departments and Units in the company supports each other and work towards a common goal?

MR James: Synergy is indeed crucial for the effective functioning of any organization, including revenue protection efforts. To improve synergy within the company and ensure everyone is aligned towards common goals, it is essential to carry everyone along and prioritize data sharing and comprehensive reporting.

CCD: Assuming you are given an opportunity to talk to the staff, what will be your message to them?

MR James: I will like to call on our staff to Upholding Integrity. Maintaining the highest level of integrity is paramount in achieving success. Upholding ethical standards and conducting oneself with honesty and transparency builds trust among stakeholders, both internally and externally. It ensures that revenue protection efforts are carried out with the utmost credibility, and it reinforces the company's commitment to fairness and ethical practices.

In summary, by maintaining a positive mindset, continually striving for improvement, acknowledging challenges, upholding integrity, and celebrating successes, employees are empowered to face the difficulties encountered in revenue protection efforts. Through collective effort and unwavering commitment, the company can overcome challenges and achieve success, bringing the vision of a stronger and more resilient organization to fruition.

CCD: Who is James Usman and what brings out the best in him?

At the risk of sounding immodest, I believe I am a God-fearing man who takes his job seriously and works with the highest level of dedication and integrity. Outside work, I enjoy quality time with family and friends, sports, board games and productive conversations.

KADUNA ELECTRIC NEWSLETTER JUNE 1ST EDITION

Maximum Demand Customer Commends Kaduna Electric, Charged the Company to Sustain the Momentum

A group of industrial and commercial customers popularly known as Maximum Demand customers in Kaduna have commended the Management of Kaduna Electric for timely response to their complaints and charged the Company to ensure more voltage stability.

The commendation was made today during the regular customer engagement with MD customers who are largely industrial and commercial organizations, held at the Corporate Headquarters.

The representative from United Wire Products, Mr. Vaibhar Shukla commended Kaduna Electric for ensuring improve stability of power supply to the Company lately as against what was experienced few months ago. He therefore charged the Management of the Company to continue with the good work.

Earlier in his welcome address, the Managing Director and Chief Executive Officer of Kaduna Electric, Engr. Yusuf Usman Yahaya expressed the Company’s readiness to work with the industrial customers and forged a sustainable mutual beneficial partnership with all its customers.

He also pledged the determination of the Kaduna Electric to further improve on where it is doing well and to look at areas where there are challenges with the view to making necessary corrections and adjustment.

“We are in business of selling electricity; we consider your success as intricately connected to our success; we shall therefore continue to work hard and make necessarily investment to ensure sustainable improvement in service delivery”, he said.

Engr Yusuf Yahaya however warned against energy theft and or compromising of energy meters, warning that the Company will take all necessary legal actions against any customer found to be engaging in energy theft.

 

Kebbi Central Area Manager Visits Emir of Gwandu, Appeal Greater Partnership with the Emirate Council.

The Area Manager, Kebbi Central Area Office, Muhammad Adamu Gombe has paid a courtesy visit to Emir of Gwandu, Alhaji Muhammadu Iliyasu Bashar.

In his remark, the Area Manager Muhammad Adamu said the reason for his visit is to familiarize and seek for support and fatherly blessings from the Emir.

“Kaduna Electric is faced with numerous challenges among them are low power generation, low payment of bills from customers, but we are here to seek for your support, our father your highness to enable us collect our revenue from customers as that will go a long way in availing the Company with the needed resources to continue to deliver on its mandate.

In his response the Emir of Gwandu and Chairman Kebbi State Council of Chiefs, Alhaji Muhammad Iliyasu Bashar lauded the efforts of the Regional Manager and his Team for the gesture, saying that the visit will strengthen the cordial relationship that has already existed between the two.

The Emir congratulated the Manager and welcome him to Kebbi State, and also assured him of the Emirate’s support.

He further charged the Area Manager to do more in training his staff and engaging customers to enlighten them on the development of electricity.

“Electricity is loved by all and   it plays a vital role in the economic development of our society, we must value it and pay for whatever we consumed and that will enable the company to supply more”, he said.

MEET THE STAFF SERIES

The Customers Service Unit Serves as the Bridge Between the Company and the Customers - Eyone Okpe

CCD: Can you tell us a little about yourself?

EO: My Name is Eyone Okpe. I am from Ofu Local Government, Kogi State. I had my primary school in Kaduna and later went to Federal Government College, Ugwolawo, Kogi State. I also attended Federal Polytechnic, Kaura Namoda in Zamfara State for my National Diploma and Kaduna Kadpoly for My HND. Had my Masters at NDA. I worked for a while at two different banks before Joining Kaduna Electric in September 2015.

CCD: What are your primary responsibilities? EO: To ensure my customers leaves my office smiling and satisfied.        To ensure complaints are properly captured on CRM. To attend to my customers complaints promptly.        To receive complaints, forward it to the appropriate departments and ensure timely resolution of the complaint.                      

 To ensure timely resolution of complaints        

 To prepare my daily, weekly and monthly reports.                                                                      

CCD: Can you share with us the major complaints you often receive from the customers?     

EO: The complaints I get on daily basis in my office from my customers are mainly

No supply, fuse out, wire cut, upriser cut, phase off, the bill is too high for them and meter is not supplying

CCD: How do you ensure that the customers' complaints is timely

resolved?

EO: Once I get a customer’s complaint, I investigate it; it is then forwarded to the appropriate department. I monitor it to ensure that the team do the needful in getting the complaint resolved within 24 hours, then call the customer for confirmation. Unless in some few cases. 

CCD: What do you consider as your major achievement since you assumed duty? 

EO: My greatest achievement was when within a week, I convinced three different customers with huge outstanding on their bills to pay up. I told them why it was necessary for them to clear their bills and get meters for their houses which they did and they were happy. 

CCD: Do you have any strategy you use in sensitizing your customers?

EO: Yes. Community engagements are organized to update the customers on the current happening and to discuss one-on-one with the customers on issues they need clarifications on, and why they should always pay their bills in full and on time. I also often engage the customers on the way forward to make our work easy and for them to continue to enjoy electricity supply, There by happily coming in to pay their bills

CCD: How do you handle difficult customers?

EO: When a difficult customer comes in, the first thing I do is to welcome him with a smile, give him a sit. Listen to what he has to say then calm him down and go ahead to resolve his complaints. 

CCD: Any appeal to Management or Staff?

EO: I will appeal to the Management to help provide us with more working tools and improve the work environment.