The Nigerian Railway Corporation (NRC) is bidding farewell to one of its pioneering officers, Mrs. Rita Onyiagha, Assistant Director and pioneer Head of the Customer Service Unit, as she bows out of the Corporation in pursuit of greener pastures.
Mrs. Onyiagha delivered her valedictory remarks during her final attendance at the NRC Management Meeting held at the Corporation’s headquarters, where she expressed profound appreciation to the Management for the opportunity to serve and contribute to the development of customer service operations within the Corporation.
Reflecting on her experience, she noted that although she had previously worked in customer service elsewhere, her time at the NRC provided a unique platform that further shaped her professional journey and strengthened her passion for improved service delivery.
She recalled the establishment and growth of the Customer Service Unit, noting that its activities have contributed significantly to increasing staff consciousness and responsiveness to the needs and concerns of passengers and other stakeholders.
According to her, the introduction of a structured customer feedback and escalation process has helped to promote greater accountability among staff, as complaints and service-related issues can now be promptly brought to the attention of relevant departments and management for necessary action.
Mrs. Onyiagha also highlighted some of the operational challenges encountered by the Unit, including the need for adequate working tools such as laptops and the importance of stronger inter-departmental collaboration to ensure timely resolution of customer concerns.
As Mrs. Rita Onyiagha takes her leave from the Corporation, the NRC Management and staff acknowledged her pioneering role and contributions to strengthening the Corporation’s customer service culture.
The Corporation wished her continued success and fulfilment as she embarks on the next phase of her professional journey.