Why do utilities possess a poor reputation for the quality of customer service that they provide, and what strategies should businesses within the sector put in place to achieve sustainable improvements to their performance in this vital area?
In this white paper developed from a speech given at The Future of Utilities Conference held in London, 10th &
11th March 2008, Mike Porter, Managing Director in the utilities sector for Vertex, explores some of the issues
associated with improving customer service – and also whether the sector can learn lessons from the
experience of organisations from other markets.
The paper explores:
- Why it’s important to be passionate about the experience a customer receives
- The statistical evidence of poor customer service in utilities
- Why a culture of poor customer service has grown up
- The benefits to the sector of improving customer service
- Why processes, people and technology are the key to improving service
- How utilities can develop and implement better customer service strategies