The BEDC tasks property staff with leading the transformation

BEDC Electricity Plc management said the company’s transformation drive requires every employee to develop a strong sense of belonging and view the organization as their own business rather than just a place to work.

Chief Executive Officer and Acting Chief Executive Officer of BEDC Electricity Plc, Engr. Jonathan Lawani, said this during the Customer Service Week awards ceremony, where he tasked customer service managers to take greater responsibility in resolving customer complaints and improving service delivery.

Jonathan emphasized that the transformation process must start with individual employees, stressing that “the company will only achieve its goals if staff embrace a new work culture and continue to strive for continuous improvement”.

According to him, the growing sense of belonging among employees is encouraging, adding that their collective efforts remain critical to the company’s progress despite existing challenges.

The BEDC boss urged customer service representatives to go beyond assisting customers who visit their offices by understanding their needs, tracking complaints and identifying practical solutions to recurring problems.

“Being a customer service manager isn’t just about taking care of customers; it’s about taking responsibility for them,” he said.

Lawani explained that going the extra mile requires agents to understand the number of customers they serve, track complaints and work collectively to find solutions that improve customer experiences.

He acknowledged the demanding nature of customer service, noting that the job requires patience, empathy, professionalism and the ability to handle difficult situations while remaining committed to resolving complaints.

Speaking to journalists, Head of Corporate Branding and Communications, Evelyn Gbiwen, said the ceremony was an opportunity for the company to recognize and appreciate the efforts of its customer service representatives and encourage them to uphold their commitment to excellent service delivery.

He explained that the recognition was intended to motivate officials to continue doing what they can to assist customers, resolve complaints and improve the overall customer experience.

According to her, BEDC values ​​the dedication of its customer service team and remains committed to encouraging a customer-centric culture throughout the organization, adding that “improving customer relationships has required the collective commitment of management and staff.”