MEET THE STAFF SERIES

 Working as a Team is the First Step to Problem Solving….Fauziyya Salisu Mohammed

 

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

Fauziyya S Mohammed, CRS Kawo AO

 

 

 

 

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 Masters Degree in Criminal Justice both from Kaduna State Univers
ity. I am currently the Customer Care Representative of Kawo Area Office.

CCD:  What aer your primary responsibility?

FSM: As a CSR and also the  face of the Company, my major responsibilities are:;

To received and provide a lasting solution to customers complaints as well as to educate and enlighten them on the Company policies and operations.

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

FSM:  Yes the strategies are;

I first calm them down by assuring him/her that a lasting solution will be provided for their complaints.

Then give them a listening ear, along side 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 forward complaints so as to provide feedback to the customer.

CCD: What are your major challenges?

FSM:  Lack of conducive working environment and facilities, lack 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 customers complaints. As such, the outcome is always an excellent results. 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.