From recent, direct experience i.e. moving energy suppliers, NPower has shown that it has massively upped its game and improved its customer service. It almost feels like it might actually care about its customers, both new, existing and those leaving, and its service could possibly be heading for "best practice"?
For example, the energy bill clearly spells out which phone numbers to ring. There was an option to get NPower to phone back, and not lose your hard-won place in the queue, saving time. After a few security questions the account was readily available, the operator able to deal with refunds, notes of the conversation made and most importantly, the operator's name was provided in case there were further queries or something went wrong further down the line. This then smacks of real accountability, empowerment and taking full responsibility in terms of treating customers with respect.
And while it's actually pretty simple and straightforward practice, ie treating others as you'd like to be treated yourself, it does demonstrate the power of regulation, fines where it hurts and of course the further wound of customers leaving in droves. Let's hope all these service companies are now upping their game so that talking about the basics in this way no longer becomes something to shout about but the norm of everyday ethical employee behaviour.
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