The next time you interact with the neighbourhood BESCOM officials, do not be shocked if you find a pleasant change in their behaviour.
A pilot project, aimed at improving the customer skills of BESCOM staff, has shown visible improvement in the staff’s problem-handling skills, a senior official said.
The ‘Seva Samskruthi’ training programme is conducted for junior as well as middle-level staff of the energy utility as a means to enhance the quality of customer experiences and to help staff deal with daily stress.
Linemen, meter readers, bill collectors and other staff members up to the rank of assistant executive engineer of Hebbal, Tiptur and Chikkaballapur sub-divisions are being trained at present. The module of two days of classroom training and on-the-job training for six months touches on topics like customer handling, yoga, stress management, health and safety and conflict resolution.
After the training, employees evaluated on their interactions showed a 10-20 per cent improvement in performance, an official said. Conducted by Mumbai-based company BigSpring, the programme will include senior officials soon.