In the past the UK utility industry has had a poor reputation for customer service. This has led to tough action from regulator Ofgem, for example fining npower £2 million and British Gas £2.5m for mishandling customer complaints in 2011.This week the government launched a new raft of planned measures that will tighten protection for consumers even further. These include direct compens...
If you needed a reminder of the importance of customer service to the bottom line, this week’s £2 million fine for utility npower for mishandling customer complaints demonstrates the financial cost of poor customer service processes. The punishment, levied by energy regulator Ofgem, follows a £2.5 million fine for British Gas in July 2011 for similar issues. In its judgement...
Customer service is critical to all organisations, but understanding where things are going wrong can be difficult for managers to pinpoint and fix. Being able to experience it for themselves is a perfect first step to delivering better customer service, whatever industry you are in.That’s why the recent steps taken by npower’s UK COO Kevin McCullough provide a great lesson to ev...