The training seeks to explore best practices, innovative strategies and latest trends in customer care, while at the same time creating opportunity to jointly reflect on the challenges facing consumer welfare from service delivery bottlenecks to public awareness gaps. However, the move comes amid ever-evolving world, where demand for reliable and efficient utility services continues to grow.
In his introductory remarks, Batch Samba Willan, consumer Affairs Officer, PURA, outlined the importance of the training in ‘our ever-evolving world, where demand for reliable and efficient utility services continues to grow, noting that the role of exceptional customer care cannot be overstated.
“Today, we are gathered not only as professionals but as dedicated steward of the essential services that power our communities, sustain our livelihoods and contribute to societal development.”
This, he added, provides them with valuable opportunity to engage, learn and share insights into areas that will strengthen their ability to meet the need and expectation of the people they serve.
“As a utility service providers, your commitment to delivering excellence must matched by our dedication to fostering trust, empathy and seamless communication with our customers.”
Willam challenged participants to use the session to elevate their standards, inspire change and ensure that their customers always feel valued and supported.
Together, we can redefine what it means to provide exceptional service and in doing so, we will build stronger connections and a brighter future for the communities we serve.
For her part, Jamilatou Saidy-Leigh, director, Consumer Affairs at PURA, described the session as not just a training, but one that is part of the Directorate of Consumer Affairs’ broader strategy to build a culture of accountability, professionalism and responsiveness in all the sector they regulate.
“At the heart of our mandate is a clear commitment to safeguard the right, dignity and interests of consumers across the country. This is a responsibility we do not take lightly.”
To the NAWEC Meter Readers, she reminded them that they are not only the face of service delivery but often the first point of human interaction between providers and consumers.
“Your work requires access to private residences and regular engagement with the public. It is therefore essential that your conduct embodies professionalism, patients and respect, ensuring that trust is earned and maintained at every doorstep.”
PURA Consumer Affairs head equally commended their partners such as GCCPC for their unwavering dedication to ensuring that consumer rights are protected through robust legal framework, market surveillance and education.
Declaring the session open, Dr. NJogou L. Bah, Director General of PURA, expressed delight to be associated with the event on a matter of critical importance geared towards ensuring excellence in customer care with public utility services, particularly in the provision of electricity and water.
These services, he added, form the very foundation of our modern existence, underpinning economic development, daily wellbeing and national resilience.
“However, the true test of a utility provider’s impact lies not only in the infrastructure they build or the volume of services they supply, but in how those services are delivered to the people who rely on them. It is in terms of the quality of human interaction, especially during moments of urgency or distress that public confidence is either won or lost.”
PURA DG reminded participants of their role as regulators, acknowledging that they have a responsibility not only to set and enforce standards, but to empower services providers to deliver their mandate with professionalism, compassion and competence.
This, he said, is the reason why PURA places immense value on the initiative such as this training, adding that this is not just a routine exercise, but rather it is a transformative investment in people, processes and public trust.
“A responsive and informed customer service team not only enhances user satisfaction, but contributes significantly to operational efficiency by pre-empting issues and reducing the escalation of complaints. More importantly, as the national regulator, PURA is deeply committed to ensuring that public utilities are inclusive.
