The management of Enugu Electricity Distribution Company (EEDC) has commenced customer Service training for its entire staff in order to improve service delivery and customers’ experience.
The Head of Communications, EEDC, Mr Emeka Ezeh, said in a statement on Monday in Enugu that the training was in furtherance to the Transformational Culture Change initiative instituted by the company in 2019 and conscious effort to improve service delivery.
Ezeh said that it was also in-line with EEDC’s “core values of professionalism and customer focus’’.
He said that the training, which had been scheduled to last for three months, kicked-off in Enugu on March 14 with the first batch of about 200 participants across the five training locations of the company.
“The training which involves both the customer facing and back office/support staff is a strategic effort to inculcate that needed customer service qualities in every staff of the organization; positioning them better to deliver efficient and quality service to its esteemed customers.
“As a service-oriented organization, it is expected that all staff possess those qualities typical of a good customer service person.
“That is why the management approved the training of all staff to bring them up-stream in customer service delivery and help usher in excellent service culture for great customers’ experience,’’ he said.
Ezeh said that two renowned indigenous consulting firms were engaged by EEDC to execute this training, and at the end of the exercise, it would be expected that all participants would be evaluated and assessed, and certificate issued to them.
The EEDC spokesman noted that some staff had continued to appreciate the management for the opportunity given to them to partake in the training and improve themselves.
“This training will be a continuous one as that is the only way the effort can be sustained, while enjoining all staff to take the training seriously, as it will go a long way in determining the progress of the company, and the perception by customers,’’ he added.
It would be recalled that in July, 2019, EEDC launched its Transformational Culture Change project at its Corporate Headquarters in Enugu, where 100 Change Ambassadors were formally inaugurated.
The Change Ambassadors were given a mandate to drive the process for a workplace culture change and ensure that other staff within their respective areas conform with the new culture.