Why don’t you have a formal customer service policy?
The last Utility Information Pipeline included a poll asking if reader’s utilities have a formal customer service policy.
Surprisingly, half of the utilities who responded do not have a formal customer service policy. Of those that do, two thirds haven’t updated it in a long time, leaving just 17% who have a formal customer service policy and update it regularly.
Importance of a customer service policy
I’ve written previously about customer service policies, but have never written about why I believe it is important to have one.
Everyone knows the rules
A formal customer service policy sets forth your utility’s policies and procedures and lets customers know what is expected of them. It also provides guidelines for your employees to use when evaluating a customer’s situation.
Customers don’t like it (nor should they) when they perceive to be treated differently from other customers. Having a customer service policy insures all customers are treated fairly, including everything from how much of a security deposit they must pay to who is cut off for non-payment.
Having a customer service policy, and enforcing it for all customers, empowers your customer service staff to make routine policy decisions. No one likes to have their decisions overturned by their boss, especially if it appears to be an arbitrary or if favoritism is involved.
Employee morale improves when your staff knows they will be supported in enforcing your policies. Customer service representatives are empowered when they know management stands behind them and will treat all customers fairly.
Now that you have a better understanding about why having a customer service policy is important, the next issue will go into more detail about what should be included in your policy.
Do you need assistance developing a customer service policy?