Congress designated the first week of October as National Customer Service Week in 1992. Since then, customer service professionals across the country have celebrated the week and the people that make exceptional service happen. It’s a week full of pizza, soda, gift cards, recognitions and parties. While they’re only celebrated this one week in October, customer service representative and account manager experiences build brand and satisfaction with utility customers all year long. According to our Cogent Syndicated Utility Trusted Brand & Customer Engagement™ study, utility customers who had a customer service experience are significantly more satisfied than those who had no service contact. Every day, utility customer service departments prove how dedicated they are to serving their customers. So, celebration and rewards are definitely in order.
This month seems to be a good time to reflect on utility customer service enhancements that add value to the customer experience. We see three trends that can play a key role in strengthening utility customer service.
Utilities have and will continue to find new ways to improve customer service, and these three enhancements are important parts of that service paradigm. Please feel free to reach out to anyone on Escalent’s Cogent Syndicated team to discuss these and other service trends that matter to utility customers.