Follow Us on Google
From Jude Owuamanam, Jos
Jos Electricity Distribution Plc Managing Director Engr Abdu Bello Mohammed has urged electricity distribution companies in Nigeria to prioritize customer satisfaction. He emphasized the importance of “customer-centrism” for survival in the competitive business environment.
Head of Corporate Communications Dr Friday Adakole Elijah released a statement quoting Mohammed. He stated that the attitude of Discos towards customers must change for business success. He highlighted the importance of customer satisfaction for revenue generation and liquidity in the sector.
Mohammed made these remarks at the 2024 Experiential/Peer Review/Capacity Building Workshop for Key Customer Service Staff on NERC Regulations, Orders, and Guidelines. He stressed that customer service is crucial for business success, especially considering the recent Electricity Act.
“If you don’t service the customers, do not expect to get revenue from them. If you don’t get revenue from the customers, do not expect liquidity in the sector,” he said. “You will not be able to pay your market obligations, you cannot pay transmission services, you cannot pay generation services, and the market will become illiquid.”
Mohammed advocated for a deliberate customer relationship management approach to improve the public perception of Discos. He emphasized the importance of customer satisfaction and retention for business success.
Quoting Seital, a leading public relations scholar, Mohammed stated that customer satisfaction is essential for customer retention. He also cited Peter Drucker, who emphasized the importance of creating and keeping customers for business success.
Mohammed commended the Nigerian Electricity Regulatory Commission (NERC) for organizing the workshop, highlighting its timely nature considering the recent changes in the energy market. He explained the electricity availability innovation for Band A customers, aiming to improve efficiency in electricity distribution.
He acknowledged the crucial role of electricity distribution customer service staff and emphasized the importance of collaboration and knowledge sharing to improve customer service in the sector.
