UU: Customer service is an emotional interaction not a process

United Utilities' customer base includes some of the most deprived parts of the country and these people are now facing ever increasing hardships because of the pandemic. Customer services and people director Louise Beardmore tells Utility Week how empowering staff to help wherever possible has earned the company praise from those it serves.

Standard content for Members only

To continue reading this article, please log into your Utility Week Account or subscribe now.

Already registered?

Log in

Request a call back