ESCOM Pledges Improved Customer Care Services after Training

Mwala (right) presenting a certificate of training attendance to one of the ESCOM employees Mwala (right) presenting a certificate of training attendance to one of the ESCOM employees - pic by Happy Njalam'mano

The Electricity Supply Corporation of Malawi (ESCOM) has pledged improved customer service provision after conceding that it receives queries on poor customer relations services.

ESCOM Southern Region Manager, Gilbert Chodzaza, said this on Friday after a training which its employees have undergone in Blantyre.

“ESCOM would like to change its image. Customers have been complaining in the past that our customer service has not been good.

“Since we get feedback from customers, the board and management saw it wise that time has now come to train the employees on good customer service so that we improve the experiences of our customers,” he said.

Managing director of Sycamore Consult Limited, Audrey Mwala, says they have trained the utility body to value a customer above anyone else.

“One thing that we emphasized to ESCOM is that they should not think that they are too important to the point that they start ignoring the customer. Companies that were too important before, even owned by government, are no longer there.

“ESCOM should not underestimate the importance of its customer that they provide power and everyone needs power. There will be a way where innovation will come where people can create power in a different way,” she said.

ESCOM engaged Sycamore Consult Limited to train its employees on customer relations.

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