Scottish Power has introduced a Contact diary that allows members of their Tell the Energy People programme to keep a record of all their contacts with the company.
They want customers to use the contact diary repeatedly, so that it will enable them to build up large catalogue of events and experiences from which they are better able to trace processes that aren’t working and training that needs to be improved.
They encourage customers to log all contacts and want to know how satisfied they are with the process. For e.g. when somebody rings with a query or problem, when they send a letter, or when asked to provide a meter reading.
They encourage customers to log all contacts and want to know how satisfied they are with the process. For e.g. when somebody rings with a query or problem, when they send a letter, or when asked to provide a meter reading.
Hopefully if positive changes can come out of this, then it’s good to be good for customers.
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