Ikeja Electric Fast-Tracks Response to Customer Complaints

IKEJA

Ikeja Electric Plc said it had launched an online service to enable customers to engage with trained customer service representatives on a real-time basis.

The company said in a statement that the move was in line with its commitment to improving customer experience and further promoting excellent service delivery.

It described the online chat service as compatible with all Android, IOS and Blackberry devices, and user-friendly, interactive and robust with customers receiving instant responses to enquiries, complaints and questions they post on the go.

The company’s Head of Corporate Communications, Felix Ofulue, was quoted to have said that the deployment of diverse customer-facing technology solutions was a deliberate attempt to bring the brand  closer to customers.

He said, “As a customer-oriented company, we are constantly developing initiatives and services that deliberately bring us closer to the customers, right where they are, as individuals. This is just one of the ways we can also delight them and earn their confidence as well. So, if they have something to tell us, it is also right that they do so at their convenience.”

Ofulue explained that integrating the service on various operating systems would provide seamless access via mobile devices, tablets and desktops, to IE customer care representatives.

“So, they speak to us conveniently while we listen. Our customers deserve this type of access, and we are pleased to provide it. Thelive chat can be accessed through the company’s website,” he said.

Ikeja Electric has unveiled plans to roll out ‘Do-It-Yourself’ Point of Sale terminals in all its six business units to allow customers process their payments on secure terminals by themselves.

Ofulue urged customers to take advantage of the solutions that had been put in place by IE to promote excellent service delivery.

The company said, “We are consistently improving on safety and service standards across our network by deploying innovative initiatives such as the network safety monitoring and this has resulted in improved power supply, much to the delight of residents and business owners.”

Source : Punch

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