CUSTOMER SERVICE: UTILITY STYLE / خدمة العملاء: أسلوب المنفعة

What is customer service, utility-style? Is utility customer service different from customer service in the hospitality, retail, banking, or other industry?

My response is yes, it is different. It is different because in a utility, we serve all customers. It is different because we deliver a product that is a necessity for customers.

It is different because utility customer service leaders most often have responsibilities for the meter-to-cash operations in addition to customer contact. It is different because it is highly regulated with rules unique to the utility business.

Utility customer service has transformed over the years. Utilities are recognizing that serving their customers well is not just a cost but a real value.

Utilities have evolved over the years from referring to customers as meters, then ratepayers, and now more commonly as customers.

The most progressive utilities listen, understand, and respond to their diverse customer base. These utilities deliver segmented products and services through a variety of channels to meet a variety of customers’ needs.

The wonderful news is that many utilities are delivering excellent customer service. The very best have a customer-focused culture and are taking costs out of the business and maximizing technology, processes, and efficiency.

Utilities with a customer-focused culture have a trained team that understands its role and the importance of this role in delivering great service.

A customer-focused culture is one where the customer’s voice is heard and acted upon. A utility with a customer-focused culture understands customer segmentation and offers a variety of products and services to meet various customer needs.

The very best utilities deliver excellent customer service while reducing customer service costs. These utilities understand the meter-to-cash cycle and as such continue to improve delivery of this cycle.

Utilities are lowering their cost per customer served by selectively partnering with other service providers, migrating customers to lower-cost channels, and proactively aiding credit-challenged customers.

The very best utilities have a customer-focused culture, are taking costs out of the business, and are maximizing technology, processes, and efficiency.

These utilities have mapped their customer service processes and measure the process performance against other companies. The very best have a strategy for their CIS units to ensure they continue to support the meter-to-cash cycle and serve customers. The very best are applying technology to enhance service delivery, improve productivity, and reduce costs.

This book is designed to serve as a primer for utility customer service leaders at all levels. Readers can expect to gain ideas and best practices that will aid them to create a customer-focused culture and take costs out of the business, as well as maximizing technology, processes, and efficiency. I wish you success as you continue to enhance customer service in your organization.