spnews@scottishpower
Response
.com
“
retail news 15
at heart of
all we do
Custome
W
r
ith Gerry Dumbreck, Head of Customer Experience
matters
MY
is to ensure we build on
the good work done so
personal commitment
far to improve further
o
a
going forward, customer
perational performance
needs are at the centre of
nd to make sure that,
everything we do.
Service and Complaints
Make right connection
Y
experience they have. This month we take a look at how Operations have
ou don’t have to be in direct contact with customers to impact the
tackled an issue that was impacting on our customers and our business.
”
Task Force, we will look to
Through our Customer
drive new ways of working
that ensures Operations
THE V
staf
(V
responsive to customer
expectation of us as a supplier is to
feedback, whether internal
f are open and
issue an accurate and timely bill.
oC) clearly tells us the customer
oice of Customer Research
ʼs
or external. I will also
s
investment in training and
customer down – for example, where meters
coaching to focus on the
upport our staff through are associated to the wrong property
But there are instances where we let the
customer during all of our
Sean Tierney
.
day-to-day activities.
Customer Establishment, said:
GORDON SIMPSON
recognised there was a shortfall of quality
, General Manager of
data and an opportunity for improvement in
“We
Business Manager
Domestic & Small
the current process to ensure that Change of
Responsibility (COR) forms are returned
from the builders.
associated to the wrong properties which, in
turn, leads to the creation of problem sites,
“This causes problems where meters are
AT YOUR SERVICE: The Field Support Agents will provide the service to ensure smooth connections
mis-stated debt and higher than necessary
debt provision.”
new team of Field Support
mary aim is to improve the timely and accu
rate return of COR forms.
Agents whose pri
-
- quality data.
first account and produce a bill based on
tomer until they felt the impact of the defects
and became frustrated trying to resolve
None of this was of any interest to the cus-
these issues with us.
forge relationships with site and sales
actual readings, giving our customers what
This will allow us to create a
accurately or billed at all. W
agents.
Gerry said: “Our agents will visit sites and they have told us they want and value.”
customer down at our first interaction.
They were not billed ise to the builder and help resolve problems
to allow the end-to-end New Connection
They will provide support and expert- our customers want from us, we put in place
everything we do, we revisited how we could
By putting the customer at the centre of
e were letting the
process to flow through seamlessly
a fundamental change to the way we treated
By listening to, and understanding, what
new connections.
resolve these issues to give the customer
an experience that would make us
means we can update our records with
“Information collected and verified by them
. to deliver
experience that will put us up there as the
industry leader in service excellence.
, and keep delivering, a customer
That change will enable us
the clear leader for service
excellence. Marion
Knowing the scor
Pretswell asked Gerry
F
CUST
or Gor
OMERS FIRST
don Simpson
:
Sweeney to recruit a
“
This is a great example of us improving our processes and
Now that r
making real impr
eally is common sense fr
ovements for the business and the customer
major under 18s and under
e
celebrating a trying year in North
An ener
om the Energy people
getic pl
”
.
an
W
SCOTTISHPOWER was
development programme for the
16s games and a healthy
seventh time in a row
ales after sponsoring a rugby eating project.
SCOTTISHPOWER
new two-year sponsorship deal
Generation initiative,
Through the Powering a New
. backed the North W
with ScottishAthletics and the
has announced a
ScottishPower helped fund
Union in 1999, thousands of chil
Since ScottishPower first
Scottish Schools
centres of excellence around
dren around
elsh Rugby
Association (SSAA).
Athletics
North and Mid-W
the country
-
TR
promising new talent reach full
ales to assist
have taken
Kids pla
Y THIS:
potential. W
up rugby.
rugby
yed
left, welcomed the deal and
hero Chris Baillie, pictured
Commonwealth hurdling
said: “Athletics is all about
series of events including
children’s summer camps,
e also supported a
to take part are a pair of trainers and a
ble. The only requirements for kids
having as much fun as possi-
SSAA have helped more than 7,000 kids take part in sport.
Youth, ScottishPower
Under the banner of Energising Scotlandʼ
passion for sport – itʼ
, ScottishAthletics and the
s how I started out.”
s
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