Performance Improvement through CCO

Amazing Enterprises Limited operating Kyotera Water Supply

Amazing Enterprises Limited, a consulting and utility management company started the management of Kyotera water supply in 2011. At the start of the contract, there were many customer complaints that were not attended; local plumbers were taking advantage of the confusion by overcharging them and sometimes connecting them illegally. After two of the staff were trained by the WAVE program in CCO (Commercial and Customer Orientation) they came up with a strategy to disseminate the knowledge obtained. Many different measures were undertaken to improve customer satisfaction, as this is important for the image of the company as far as service delivery is concerned. The measures taken have now been institutionalized and are part of company policies. Implementation is done using own resources.

Contact: Khadija Naluyima | Cell: +256778841767 | amazing.ent.ltd(at)hotmail.com | ➢ Amazing Enterprises Ltd.

Lessons Learnt

Customer satisfaction is important for the image of a company as far as service delivery is concerned.

Objectives

The objective of the intervention was to improve on customer satisfaction through a better complaint handling system and good customer care.

Project Description

After two of the staff were trained by the WAVE program in CCO (Commercial and Customer Orientation), they rolled out a strategy to disseminate the knowledge obtained to other employees that interact with customers. Key activities were undertaken.

The company supported the staff by introducing staff uniforms so that customers would easily identify them in case they had any complaint. A customer charter was introduced, a customer complaints book was opened indicating the time and type of response to the complaints reported. This is one of the indicators of performance to reward the staff.

The company undertook customer sensitization on connection procedures in the area to reduce on complaints using local megaphones in the area.

The company will at the end of the year recognize the customers that promptly pay their bills to encourage compliance.

Results

  • The customer complaints are handled the same day they are reported. This has improved performance of the company in the area
  • An updated customer complaints register and a suggestion box are in place.
  • The customers are addressed in their native language as a priority as opposed to English
  • Giving customers courtesy calls to their premises even when there are no complaints reported
  • Introduction of incentives to prompt paying customers, both monetary and non-monetary terms

Sustainability

The measures taken have now been institutionalized and are part of company policies. Implementation is done using own resources.

WAVE Impact

All the measures described were implemented after staff participated in the WAVE training on CCO.