MEET THE STAFF SERIES

Working as a Team is the First Step to Problem Solving -Fauziya Salisu Mohammed

 

CCD: Can you tell us a bit about yourself?

FSM: My name is Fauziyya Salisu Mohammed, an indigene of Kaduna State, Zaria Local Government. I am a graduate of Mass Communication and also hold a Master’s Degree in Criminal Justice both from Kaduna State University. I am currently the Customer Care Representative of Kawo Area Office.

CCD: What are your primary responsibilities?

FSM: As a CSR and also the face of the Company, my major responsibilities are;To receive and provide a lasting solution to customer’s complaints as well as educate and enlighten them on the Company policies and operations. 

CCD:  Do you have any strategy you use in dealing with difficultcustomer?

FSM: Yes. The strategies are;

I first calm them down by assuring him/her that a lasting solution will be provided for their complaint(s). Then give them a listening ear, alongside understanding the issue and nature of the complaint. Plan an appropriate way to win back his/her confidence on the Company by trying to immediately resolve part of his/her complaint that is within my own power, then forward the rest to the appropriate quarters. I follow up all forwarded complaints so as to provide feedback to the customer.  

CCD: What are your major challenges?

FSM: Lack of conducive working environment and facilities. Lack of operational tools such as clamp meters to conduct load assessments. Lack of encouragement from our superiors. 

CCD: Do you prefer to work individually or as a team?

FSM:  Of course there is no effective substitute to team work. I find team work to be fun, because you get to share ideas and strategies on how to go about different types of customer’s complaints. As such, the outcome is always an excellent result. To me, working as a team is the main target of problem solving. 

CCD: How do you sensitize your customers? 

FSM: By organizing community engagement and individual enlightenment.

CCD: What are the major complaints you receive?

FSM: The majority of complaints being received are on over billing which is about 96% of my monthly complaints.

CCD: Any appeal to Management?

FSM: Yes, our offices need to look good and presentable not like abandoned places. As such, the Management should provide a conducive working environment and equipment’s for work to move smoothly.