ScottishPower Energy Networks has been short listed as a finalist in this year’s National Customer Service Awards, in the category of Best Customer Service training. This prestigious award recognises the best customer service training programme leading to an improvement in customer delivery and experience.
ScottishPower Energy Networks operates the electricity distribution systems in central and southern Scotland and in Merseyside and North Wales, serving some 3.5million customers with electricity every day.
Over the last year an innovative training programme has been delivered to over 800 front line staff with the aim of enhancing customer service and giving staff the skills and confidence to deal with customer issues. The training has been well received by staff and has focused, in this first year, on staff involved with restoring supplies during fault conditions. Following the success of this approach the training will be rolled out to the remaining teams involved in connection and maintenance activities.
“Following the implementation of the training, customer feedback has been very positive”, said Customer Service Director Andy Bird. “We have seen a significant reduction in the number of customer complaints associated with supply restoration activities and a number of customers have kindly taken the time to write in to us and to congratulate our staff on their helpfulness and manner. In addition, our key measures of customer service have seen the company show the greatest improvements over the last year of all the distribution companies in the UK.”
Notes to Editors:
The 2009 National Customer Service Awards will be presented in London on 9th December 2009.
Media Information: Paul Ferguson, 0141 566 4515 / 07702 665 924