KEDCO Modernizes Operations to Tackle Customers’ dissatisfaction in 2019

The Managing Director and Chief Executive Officer of Kano Electricity Distribution Company (KEDCO), Dr Jamilu Isyaku Gwamna (Sardaunan Gombe), says the company has modernized its operations to enhanced customer satisfaction and eliminate complaints in 2019.
Dr Gwamna stated this in Kano while addressing newsmen on plans by KEDCO to ensuring customers satisfaction in Kano, Katsina and Jigawa States in 2019.
The Kano DisCo boss said that the company had re-strategized to meet up with the modern ways of addressing complaints from customers to bring KEDCO and unhappy customers together in 2019.
According to him, series of operational changes were made to the company in 2018 and the company has done more internal changes to enhance the already functional customers-related programmes to build on the successes recorded in customer’s satisfaction.
“We have made series of operational changes to the Customer Complaints Unit (CCU) in line with our mandate as a distribution company. We are now poised to bring all our unhappy customers closer
to us by ensuring that all complaints that make them unhappy are addressed in 2019. “In 2018, we established 200 Customer Service Points (CSP) and 80 Technical Service Points (TSP). We are poised to open more in 2019 so that all our unhappy customers can have easy access to lodge their
complaints.
“These offices work for 24 hours including public holidays, in a quest to satisfy our customers by providing them with services that meet best global standards. So, we have made a lot of realignments to
ensure that all functional customer-related programmes are improved,’’ he said.
Dr Gwamna emphasized that there was need to also train and re-train staff of KEDCO who have direct contact with customers, noting that the mode of addressing customers was a matter to look into.
He noted that: “ customers have the right to express their views and opinion when services rendered are not commiserating with their expectations. That is what makes dissatisfaction unavoidable.
“We can’t afford to have unhappy customers, going into 2019, so we have resolved to do the needful to reduce dissatisfaction from customers by promptly addressing issues.
The KEDCO boss added that the major reason for customer’s dissatisfaction was often as a result of the energy disconnection and reconnections.
He therefore appealed to numerous customers across Kano, Katsina and Jigawa States to always pay their bills in time and avoid energy loss by not allowing illegal connections from their points.