News: Customer Service/Care
Customer service training: Gas companies 'should listen more'
27 July 2009
Customer service training has been highlighted by a pensioner's attempts to get a £2,900 gas bill reassessed, a source reveals.
Margaret Farrell received the charge and was ordered to settle the bill by July 31st after she complained, the Leicester Mercury reports.
She turned to the news provider to publicise the issue and the poor consumer care she received before Southern Electric contacted her to correct the problem, highlighting the need for customer service training.
Ms Farrell's daughter Tina Gee states: "It's wrong that it took a call to a newspaper to get this resolved. It should have been done without that and they should listen to the customers more."
She writes in the newspaper that after the news provider publicised the incident the company got in contact with her mother and apologised for a fault in the metre.
A spokesperson for Southern Electric thanked the paper for bringing the issue to its attention and states that both parties consider the matter closed.
In other news, recent research by BDO Stoy Hayward has found that nearly three quarters of people would not buy from a company it received poor consumer care from, highlighting the need for customer service training.
From difficult and demanding customers through to more routine interactions GA Training’s customer service training will ensure that whoever you are dealing with and in whatever situation a consistent and exceptional level of service are always the norm.
