News: Customer Service/Care
Customer service training aids Powergen
09 November 2007
Customer service training within the energy sector is having very real benefits, Easier reports.
Powergen is a classic example of a "turnaround story". In March last year only 49 per cent of its customers were found to be satisfied in a poll by uSwitch, but now that figure has climbed to 67 per cent.
Various initiatives such as customer service training for advisors, moving call centres back to the UK, increasing the salaries of advisors to retain the best people, and launching a dedicated complaints line have all had positive effects.
Meanwhile, British Gas were shown by uSwitch to be the worst provider in the UK in terms of customer service, although they have made improvements recently.
The company was recently the focus of a feature in the BBC consumer programme Watchdog.
This suggests that British Gas would do well to put in place some customer service training.
