News: Customer Service/Care
Ofgem highlights customer service training
02 July 2009
A leading regulator has contacted a number of utility providers commenting on their poor levels of consumer care, highlighting the value of customer service training.
Ofgem has written to the six largest energy suppliers expressing "disappointment" in the findings of a recent study that identified poor performance in this area.
Alistair Buchanan, chief executive of the organisation, states that customer service training is in businesses' best interests, as it can both retain users and attract new consumers.
He states: "With the systems and processes in place, the challenge now for companies was to really listen to what their customers were saying and look at how they could address their concerns."
Ann Robinson, consumer policy director at uSwitch.com, highlighted consumer care as one of the main concerns that users have with suppliers.
Customer service training has not kept pace with developments in products and has left people feeling unhappy with these businesses, she claims.
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