We all experience poor customer service
Today I had a hugely frustrating experience with a large PLC power company who left me cursing the fact that I had switched my supply to them in the first place.
To cut a very long story short I have had problems where they keep writing to me telling me that my direct debit was cancelled with months in between and then telling me I have arrears. No matter how hard I try to pay them they keep failing to take my direct debit payments.
Their staff are rude and uncooperative and tell lies about how the direct debit system works because they are clearly badly trained. If in doubt, make it up must be their motto.
In my new role being responsible for the customer service system at Ufindus I am only too aware that if we treat our customers in this way we would deserve any amount of bad press so I am taking note of every experience such as this and drumming it home into my management team that we must not allow our standards to be as poor as this.
I take comfort that the initiatives that I introduced recently, namely QAD would have totally avoided this experience if this power company had such as system because I would have spoken to the same agent each time I called and they would have realised that I had been let down. This company even denied knowledge of my calls despite having on record sending out duplicate DD forms to me.
I can assure customers of Ufindus that we are on a mission to ensure that our levels of customer service raise the bar for our types of business. We will not accept the fobbing off culture that exists in many call centres and every time I come across a company like this power company we will incorporate the lessons into our systems and procedures to the benefit of Ufindus customers.
We have a lot to do here and the systems will not be fully rolled out for a few months but we will get there.
To cut a very long story short I have had problems where they keep writing to me telling me that my direct debit was cancelled with months in between and then telling me I have arrears. No matter how hard I try to pay them they keep failing to take my direct debit payments.
Their staff are rude and uncooperative and tell lies about how the direct debit system works because they are clearly badly trained. If in doubt, make it up must be their motto.
In my new role being responsible for the customer service system at Ufindus I am only too aware that if we treat our customers in this way we would deserve any amount of bad press so I am taking note of every experience such as this and drumming it home into my management team that we must not allow our standards to be as poor as this.
I take comfort that the initiatives that I introduced recently, namely QAD would have totally avoided this experience if this power company had such as system because I would have spoken to the same agent each time I called and they would have realised that I had been let down. This company even denied knowledge of my calls despite having on record sending out duplicate DD forms to me.
I can assure customers of Ufindus that we are on a mission to ensure that our levels of customer service raise the bar for our types of business. We will not accept the fobbing off culture that exists in many call centres and every time I come across a company like this power company we will incorporate the lessons into our systems and procedures to the benefit of Ufindus customers.
We have a lot to do here and the systems will not be fully rolled out for a few months but we will get there.
posted by Stuart Forrest at
18:02
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