Customer Service Week: MainPower Tasks Staff On Culture Of Quick Response, Follow Up
The MainPower Electricity Distribution Limited (MEDL) has tasked its staff on adoption of culture of quick response and follow up on customers complaints to ensure optimal customers service and satisfaction.
The Managing Director of MainPower, Dr Ernest Mupwaya, gave the task on Monday at Power House, Enugu while declaring open 2026 Customer Service Week of MainPower with the theme: “The Extra Mile”.
Mupwaya stressed that a staff passing a customer’s complaint to another department does not end the responsibility of the staff to that customer.
He said, “When a customer issue reaches you, acknowledge it promptly, act within your responsibility and escalate it without delay where additional support is required. Follow up until there is a clear outcome.
“Some issues will require investigation, equipment, approvals or coordination with other departments or even organisations.
“Where immediate resolution is impossible, we must still respond immediately, explain the situation honestly and provide regular updates. We must make realistic commitments and honour them.”
Mupwaya noted that MainPower quick response must be accurate and safe, adding that customers deserve solutions that are properly investigated, fairly applied and delivered within operating and safety procedures.
The managing director said that the company had commenced major projects that would strengthen its ability to serve customers and residents of Enugu State better.
He said that MainPower vending and billing platforms had been upgraded and integrated into Super Edge; thus, improving the flexibility and efficiency of electricity transactions and our ability to analyse information.
According to him, we must use these capabilities to serve customers faster, investigate their concerns more accurately and make better operational decisions.
“Secondly, the Distribution Sector Recovery Programme (DISREP) project has commenced, involving upgrades to the Coca-Cola 33kv line, 9th Mile 11kv line, the 9th Mile injection substation and associated distribution infrastructure, at a cost of ₦3.5 billion.
“These improvements are expected to strengthen supply reliability for industries and communities along that axis, supporting businesses, livelihoods and economic activity.
“We continue to invest in system reinforcement and metering through Meter Asset Provider (MAP), DISREP and others to close the metering gap, improve billing accuracy and give customers greater control over their electricity consumption.
“These are potentially transformative investments. Their success requires our total commitment and a change in mindset towards a stronger customer service culture,” he said.
On the theme, Mupwaya said that it was meant to sharpen responsibility into focus, while calling on MainPower staff to exceed customer expectations through care, response speed and determination to see issues through to resolution.
Speaking, Chief Technical Officer of MainPower, Engr. Chimezie Chukwu, said that the company had launched Quick Response Team, with a clear mandate to respond to faults promptly and restore supply in the shortest possible time.
“We have retrained our meter technicians to ensure that meter-related faults are diagnosed and cleared more speedily, because we understand that a faulty meter can significantly affect our customers’ experience.
“Our Call Centre has equally been upgraded to enable us to properly capture and track reported faults, while providing customers with timely updates on the progress of their complaints.
“This ensures that customers are not left wondering about the status of their issues.
“Our technical teams have been charged to work with the customer at hand — to listen, understand the problem, communicate clearly, and pursue every genuine complaint to resolution,” Chukwu said.
The Head of Customer Service, MainPower, Mrs Ijeoma Ogudebe, described going the extra mile as “the difference between service and exceptional service”.
Ogudebe stressed that customers do not distinguish between MainPower’s customer service, technical, commercial or other departments.
“All they only know is MainPower,” she said, calling for stronger collaboration across departments to ensure that customer issues are followed through to resolution.
The event also featured a drama presentation illustrating what going the extra mile means in practical customer interactions.
It also featured employees taking a pledge to listen, care, take ownership, respond with urgency, seek solutions, treat customers with respect and consistently look for opportunities to serve better.
The Customer Service Week, which runs between Oct. 5 and Oct. 10, is an annual occasion held every first week of October dedicated to recognising the importance of quality service delivery and customers’ satisfaction.
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