Aminat, a resident within Eko Electricity Distribution Company in her usual habit, stocked up her fridge with chicken, bush-meat, croaker-fish and other food items. Unfortunately for her, the transformer in her area spoiled, which resulted in food items in her fridge melting and getting spoiled.
Very infuriated, Aminat called the customer service unit of EKEDC. She was greeted with the amazing service at the other end of the phone. She received a mind resting assurance from the customer’s service. This is an attestation to EKEDC’s core-value of empathy, and it is a way of measuring its customer satisfaction. To EKEDC, customers’ satisfaction is key; because this is why the company exists.
Customer service, at EKEDC, has provided support to the proactive professionalism, led by Dr. Tinuade Sanda. The unit has always appreciated customers’ feedback.
Part of EKEDC’s explanation is that the presence of weak and old cables in the network is due to construction of buildings on such cables, which makes it difficult for repairs. The presence of weak cables is mostly found in Lagos Island; the oldest network in this country. There are so many underground cables that are difficult to locate, especially during the rainy season.
Most customers have built on the route of these cables, so it is difficult to track the cause of the faults, but the company is making arrangements to replace these cables.
EKEDC’s customer care unit has assured customers within its strategic business district of improved power supply, turn-around time to clearing faults. The power firm has put in diverse ways to mitigate challenges being faced in its network.
The company, as part of its continuous improvement project, is working in providing relief transformers to many areas within the network.
With its performance so far, it is evident that customers are satisfied with EKEDC’s activities in its distribution network.
The Chief Customers’ Relations Officer, EKEDC, Dr. Tinuade Sanda has consolidated on the successes of the company, achieved in the past years. Under her the company has progressively advanced and it is charting a new course, in effective service delivery.
Dr. Sanda has implemented enduring policies, which has seen the company approaching its next phase of growth. Under her leadership, the company has increased its energy reliability and improved its customer satisfaction index.
Olamide Adeniji is a member of the editorial team of TheScript Newspaper