Dimapur, April 14 (EMN): The Power department’s first customer care centre (CCC) in Nagaland has been commissioned. The facility was inaugurated at Burma Camp in Dimapur by advisor for Power H Tovihoto Ayemi on Sat. April 14.
In his speech during the event, Ayemi said that customer service concerned with ‘giving service to the customers before, during, and after providing service.’ ‘Today customer service is considered a priority in any organisation and an organization that values good customer service is considered a modern organization,’ Ayemi said.
‘Customer service plays an important role in an organization’s ability to generate income and revenue and from that perspective we must give more and more importance to customer service.’ He hoped that the centre in Dimapur will change the ‘entire perception of power consumers’ in Dimapur and other parts of the state. ‘When we say customer care we must adjust ourselves to the personality of the customer and see to it that all his or her needs are taken care of,’ he said.
The legislator highlighted also various notable achievements that were attained in the distribution and revenue sector.
The advisor expressed satisfaction that the magnitude of the state purchasing power was being ‘controlled,’ while revenue was ‘improving.’
“Hopefully through better customer service from our CCC, our Power department’s revenue position will further improve. I take this opportunity to appeal to the public to help the department of Power in checking power theft and also conserve energy by using energy efficient electric bulbs such as CFL and LED bulb,” Ayemi told the gathering.
The customer care centre hopes to address and improve consumption services. The objective is to process and resolve consumers’ requests and complaints in minimum possible time by redressing matters through a single window computerized system, it was informed.
Establishing a centralized and computerized customer care with single window operations and equipped with latest technology and trained customer service representatives is considered an important milestone.
In addition to complaints received online, or through telephone, email, letter or IVR system, customers may also choose to visit the centre. The customer care centre is equipped with basic amenities, a clean environment and manned by trained personnel who are be ‘sensitive to customer needs.’
Salient features:
- Easy to remember and easy to access Telephone number 1912 (Pan India Electricity Compliant).
- Available 24×7.
- Multi-lingual (English, Hindi, “Nagamese”)
- Trained customer service representatives
- Single touch-point for no supply, billing complaints, fire and shock complaints, etc.
- Initially the centralized CC centre is established with ~ seats, which be further expandable as per the requirement of utility.
