customer service

Latest in customer service

A webinar to explore the building blocks required for smart, customer-centric field operations in the UK utilities industry, including discussion of ideal operating models, necessary skill sets and the role of digital transformation.
Webinars
How has the pandemic catalysed change in field worker experience and field force management? Utility Week explores the experiences and ambitions of energy and water industry leaders in this new report.
Downloads
The Institute of Customer Service has called for greater protection for consumer-facing staff to protect them from rising abuse and hostility with a campaign to create a standalone offence against abusing staff. Thames Water and Wales & West Utilities explain why they are supporting the campaign.
News
Utilities have been named as key workers, yet some crews are still facing questions from the public about why they are continuing to operate in public. This has led to calls for more visibility of the important role the sector is playing in keeping lifeline services running.
News
First Direct's customer director shared the company's three secrets to keeping customers happy - which have seen it consistently named as the top UK firm for satisfaction - and how these can be used by utilities.
News
Thames Water has been penalised £100 million by Ofwat for low customer satisfaction scores, forcing it to shave even more from its PR19 allocation, which it has already called unfinanceable.
News
Toto Energy's operations director Tom Nicholas says the company has been "reset" after issues concerning customer complaints led to the company shedding thousands of customers last year. The company has now taken on the majority of Solarplicity's customers.
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Southern Water said it is two years into a “challenging business transformation programme” in response to news that around 200 customer service jobs could be cut at its Worthing and Falmer offices.
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