MEET THE STAFF SERIES

 

 Frequent Training Of CCR's Will Improve Our Service Delivery

...JULIUS

 

CCD: Can you tell us about yourself?

JBI: My name is Julius Bmitawuza Ishaku, Team lead Customer Care Doka AO. I consider myself a good team player, listener, reserved and shy person.

Julius Bmtawuza TL Customer Care Doka AO

I hail from  Chikun Local Government of Kaduna Stat
e and a graduate of Microbiology from the University of Jos.

CCD: What are your primary responsibilities?

JBI: My primary responsibilities are:

Receipt and resolution of customer complaints, Customer Engagement on current happenings and our processes, Updating Customer Records and Supervising Customer Care Representatives.

CCD: Can you share with us the major complaint you often received daily from the customers?

JBI: Most of our customers complaint in Doka AO office is on over billing and meter category.

CCD: How do you ensure that the customers complaint is timely resolved?

JBI: We at the Doka AO we work as a team. As soon as we receive a complaint, we usually forward same to our functional WhatsApp groups created solely for resolution of technical and none technical issues. By so doing our complaints get attended speedily. We have these groups at both AO and Service Centre level. We take load assessment for complaints regarding over billing, also reconciliation and customer engagement carried out thereafter.

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

JBI: I have a lot of achievements since assuming duty with Kaduna Electric. Among which are: Achievement Award - Kaduna Electric Best Customer Service Representative of the year (2017/2018). Shining Star Award, Makera Area Office (2017/2018), MD's Awards and Recognition (2017), Shining Star of the Month (August, 2019).

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

JBI: Yes! I just simply listen to my customers. I allow them express their feelings/perceptions and concerns, empathize with them and then take my time to explain frankly the realities on ground and assure them we may not be able to go through the rain with them, but will be an umbrella.

CCD: How do you handle difficult customers?

JBI:  Difficult customers just want nothing but attention. So, I just listen to them and lay emphasis on what they want. For instance, a woman came in with her complaint of overbilling while having a functional credit meter. I listened attentively to her and noted down her concerns and then went through her account statement and began explaining my observations. She however wasn't willing to listen. I assured her I was going to resolve her issue but just needed her to understand what's been happening on her account. After taking her through the statement and pointing the issues observed, she completely trusted my ability to resolve the complaints made. I eventually reconciled her account within 2 weeks.

CCD: Any suggestions to the management?

JBI:  We need to equip the customer service desk with computers for easy and seamless storage of data to ensure continuity.

Frequent training of CCR's being the face of the company will improve our service delivery.