MEET THE STAFF SERIES

We Care for Customers by Responding to Their Needs - Muhammad Sani Musa

CCD:  Can you briefly share with us your background- school attended and academic qualifications obtained as well as your previous working experience? 

MSM: I am Muhammad Sani Musa. I obtained a degree in Human Resources Management from Kaduna Polytechnic. Also, a Professional member of NIM.                                                                                                                     CCD: When did you join the service of Kaduna Electric and what have you been doing ever since?                                                                                        MSM: I joined Kaduna Electric on 1st September 2015, As a Customer Care

Representative.

CCD:  What are the nature of Complaints mostly received from the customers?                              

MSM: Mainly, the nature of complaints we receive requests for the purchase of Prepaid meters; the procedure for obtaining meters through MAP; there is also the issue of customers buying token online via KAE App, Irecharge & Buy power where a customer’s account is debited without receiving token. In this case, we listen first and check Dotnet App to see if it has been updated on the vending history and if we see it, we give it to the customer and apologize for the inconvenience. Also customers inquiry on how to effect change of name on newly acquired properties, the Name or Address as the case maybe. We also guide customers with newly installed meters on how to load their key change for activation code to unlock the meters.

CCD:  What is the expected time frame within which the Complaints are responded to?              

MSM: The time frame the correct change of Name or Address is 15 Working days because of the billing cycle, Tokens not received due to online issues could be resolved within minutes after checking Dotnet application on vending history.

CCD: How do you ensure that the concerned Unit or department addresses complaint(s) forwarded to them by your Unit on time?                                      

MSM: Receiving written complaints and creating tickets I'd of the complaints and assigning it to the appropriate section to handle it within the companies’ database for easy tracking of complaints.

CCD: What are the challenges that hinders timely resolutions of Complaints?                                  

MSM:  The major challenge that hinders timely resolutions is when the company Server maintenance is going on and this will prevent us from getting relevant information about customers that come before us and makes us helpless to the customers.

CCD: What are your suggestion to the management and staff?                                   

MSM: Lastly, I am suggesting to the Management of Kaduna Electric to create a backup application for customer details and equipped with Customer Relations Management application to counter system downtime. Thank you