The managing director, Jos Electricity Distribution Plc, Engr Abdu Bello Mohammed, has charged electricity distribution companies (DisCos) in the country to embrace the spirit of customer-centrism if they must survive the muddy business environments.
He said that the attitude of DisCo to customers as a matter of necessity must change if Distribution Companies want to remain in business stressing that Discos’ attitude and dispositions to the needs of customers matters a lot.
Engr Mohammed gave the charge during the 2024 Experiential/Peer Review Capacity Building Workshop for Key Customer Service Staff on NERC Regulations Orders and Guidelines in Jos.
The managing director who described customer service as a precursor to attainability of business success disclosed that with the current trend arising from the recently enacted electricity Act, Distribution companies in the country must take into account the interest of customers in their operations.
He said, “If you don’t service the customers, do not expect to get revenue from those customers. If you don’t get revenue from the customers, do not expect liquidity in the sector. And you will not be able to pay your market obligations, you can not pay transmission services, you can not pay generation services, and the market will become illiquid”
According to him, in order to stem the tide of negative narratives and perceptions of the services rendered by the distribution companies, Engr Mohammed opined that there must be a deliberate entrenchment of the customer relationship management approach.
“I have always said wherever I found myself that our resolve to solve power sector challenges almost lies with addressing customer issues and ensuring customer satisfaction and retention. The fact that we have not addressed the issues should raise serious concerns. I believe that one of the root causes of our problem in the sector is customer service failure.”
Engr Mohammed stated that for businesses to survive and thrive, customers must be accorded a kingship status adding that a very good customer relationship management approach should lead to customer satisfaction, which is a precursor to attainability of business success anchored on loyalty and which in turn would ultimately lead to customer retention.