NAIROBI, KENYA, SEPTEMBER 24 — Kenya Power and Lighting Company (KPLC) has launched its refurbished Customer Service Centre at Nairobi’s Electricity House in Kenya’s capital, in a recent initiative to improve service delivery and enhance customer experience.
The service centre comprises a self-help kiosk where customers can query their bills in real time and an electronic queue management system.
According to the firm which transmits, distributes and retails electricity to customers in Kenya, the new initiatives are expected to make the customer service centre more flexible and quicken the process of serving customers.
The refurbished customer service centre will also allow corporate clients to schedule appointments via email, before visiting Kenya Power offices to discuss issues concerning their accounts.
This is expected to improve the turn-around time, enhancing service delivery.
“Our refurbishment of banking halls is one of several initiatives aimed at restoring customer confidence. The queue management system has a feature that enables us monitor the situation in the banking halls in real time and where need be institute quick corrective measures,” said Kenya Power’s acting Managing Director and CEO, Eng. Jared Othieno.
He added that the Company will refurbish all its customer service centres across the country as it endeavours to provide faster services to its customers, provide ease of access to the various services and consequently restore customer confidence.
In addition to refurbishing its customer service centres, The Nairobi Securities Exchange listed firm recently rolled out power clinics that were mainly involved in resolving customer issues on meter reading, billing and delayed connections.