WE CAN ONLY EARN CUSTOMERS' LOYALTY THROUGH
QUALITATIVE SERVICE
CCD: Please briefly
tell us about yourself?
HU: My name is Hayatu Umaru. I am the supervisor of Industrial feeder, here in Sokoto. I am an indigene of Kebbi State, I attended Cement Primary School, Sokoto and later proceeded to Federal Government College Sokoto. I hold a Bachelor of Arts degree in English from Usmanu Danfodiyo University, Sokoto. I am happily married with a kid.
CCD: When did you join this Company?
HU: I joined the Company on the 1st of September 2015 as a Sales Representative. I had my first tour of duty at Mabera Feeder in Sokoto Area Office.
CCD: What is your primary assignment as the Industrial feeder supervisor?
HU: My Primary assignment is steering the activities of the feeder. This include supervising the Marketing, Engineering and other units under my feeder with the sole objective of ensuring a 100% revenue collection in Industrial Service Center and ensure that customers complaints are resolved within the shortest possible time.
HU: My name is Hayatu Umaru. I am the supervisor of Industrial feeder, here in Sokoto. I am an indigene of Kebbi State, I attended Cement Primary School, Sokoto and later proceeded to Federal Government College Sokoto. I hold a Bachelor of Arts degree in English from Usmanu Danfodiyo University, Sokoto. I am happily married with a kid.
CCD: When did you join this Company?
HU: I joined the Company on the 1st of September 2015 as a Sales Representative. I had my first tour of duty at Mabera Feeder in Sokoto Area Office.
CCD: What is your primary assignment as the Industrial feeder supervisor?
HU: My Primary assignment is steering the activities of the feeder. This include supervising the Marketing, Engineering and other units under my feeder with the sole objective of ensuring a 100% revenue collection in Industrial Service Center and ensure that customers complaints are resolved within the shortest possible time.
CCD: What is your vision for your service center?
HU: The first important vision I have for the feeder is quality energy distribution to our customers. Giving our customers steady and qualitative power supply energy will earn us their confidence and loyalty. To succeed in this business, there must be a mutual beneficial relationship between the service provider, in this case, Kaduna Electric and the customers. We have put in place a mechanism to ensure prompt response to customers' complaint and rectification of faults. We are also doing a lot to improve both our billing and collection efficiency.
HU: The first important vision I have for the feeder is quality energy distribution to our customers. Giving our customers steady and qualitative power supply energy will earn us their confidence and loyalty. To succeed in this business, there must be a mutual beneficial relationship between the service provider, in this case, Kaduna Electric and the customers. We have put in place a mechanism to ensure prompt response to customers' complaint and rectification of faults. We are also doing a lot to improve both our billing and collection efficiency.
CCD: It is now over eight months since you took over Industrial feeder, what
is your focus and area of priority?HU: Effective energy management and usage. This involves a lot of things. First is quality energy management; another is reduction of loss of energy on the feeder; Good metering of our customers to determine their actual energy consumption; Billing our customers correctly and delivering bills promptly.
CCD: What are your daily schedules like?
HU: The average day starts with monitoring the power status of the electricity distributed in the feeder, the cash collection figures for the previous day and cumulative for the month, holding daily briefs with my sales reps on basis from 8-8.15AM to discuss issues affecting the feeder and to provide solutions that will move the feeder forward in terms of fault resolution and revenue collection and as the need arise, having full fledge meeting with all staff in the Service Centre. Then at about 8:30, each Sales Rep. goes to his/her cluster and the technical staff attends to pending faults or joins in disconnection exercise. Thereafter, I go out to monitor and supervise their activities.
HU: The average day starts with monitoring the power status of the electricity distributed in the feeder, the cash collection figures for the previous day and cumulative for the month, holding daily briefs with my sales reps on basis from 8-8.15AM to discuss issues affecting the feeder and to provide solutions that will move the feeder forward in terms of fault resolution and revenue collection and as the need arise, having full fledge meeting with all staff in the Service Centre. Then at about 8:30, each Sales Rep. goes to his/her cluster and the technical staff attends to pending faults or joins in disconnection exercise. Thereafter, I go out to monitor and supervise their activities.
CCD: What do you consider as your greatest challenge so far?
HU: Well, the challenges are numerous but we have been able to satisfy all categories of customers to the best of our ability; trying to convince customers that we are making all efforts to improve our service delivery and also trying as much as possible to eliminate the possibility of by-passing through regular monitoring. I have about 40 distribution transformers under my feeder, with a lot of ghetto areas with difficult categories of customers but we are doing our best to ensure that our revenue improves. The greatest challenge so far is customers response to payment.
HU: Well, the challenges are numerous but we have been able to satisfy all categories of customers to the best of our ability; trying to convince customers that we are making all efforts to improve our service delivery and also trying as much as possible to eliminate the possibility of by-passing through regular monitoring. I have about 40 distribution transformers under my feeder, with a lot of ghetto areas with difficult categories of customers but we are doing our best to ensure that our revenue improves. The greatest challenge so far is customers response to payment.
CCD: This reminds me of the ugly incidence of vandalization across
industrial feeder, what do you think is responsible for these cases of
vandalization?
HU: Everybody is responsible. Because a responsible Nigerian should report these people but they do not care. And if there is no light everyone will start complaining. However, we need to be conscious of our environment. We have to protect public utilities. We need to volunteer information to security operatives to help track these hoodlums. They are our friends, brothers and relations. They are alive and living with us. So we must fish them out for the system to improve further.
HU: Everybody is responsible. Because a responsible Nigerian should report these people but they do not care. And if there is no light everyone will start complaining. However, we need to be conscious of our environment. We have to protect public utilities. We need to volunteer information to security operatives to help track these hoodlums. They are our friends, brothers and relations. They are alive and living with us. So we must fish them out for the system to improve further.
CCD:Can we have your last word to the staff?
HU: I urge all of us to be committed to our respective duties and re-double our efforts in making our company the best among the eleven distribution companies. It is also important to uphold standard practice in the industry as this will make us unique among other companies.
HU: I urge all of us to be committed to our respective duties and re-double our efforts in making our company the best among the eleven distribution companies. It is also important to uphold standard practice in the industry as this will make us unique among other companies.
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