There are significant patterns, trends and evolutions occurring in
customer service for utility companies. In case you haven't noticed, a
sea change of behavior is in full swing right now.
This key panel of the
general session for Friday will outline and possibly debunk customer
service myths that used to hold water in our industry and now are losing
value as operating principles. Panelists will present their opinions on
wide ranging customer service myths that will help you think about how
they may provide a road map for your operation's success in the future.
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Customer service creates both strong positive and
negative referrals.
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The customer comes first.
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We've got to focus on the competition.
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If you can’t measure it, it doesn’t exist.
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Web surveys, IVR surveys and ‘secret shoppers’
accurately measure service.
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People are our most important asset.
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There's a labor crisis in our entry level positions at
our utility.
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Information is power.
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We need new ideas to progress.
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We need further automation to improve our customer
service.
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No news is good news.
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Utility customer service is a “one size fits all”
proposition.
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Adding employees improves customer service.
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The more you pay employees, the more committed they will
be to customer service.
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Your employees are empowered.
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We know what our customers want, it is service that is
fast, accurate, and courteous.
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Customers separate customer service from customer
experience like companies do.
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First call resolution is a top priority.
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More time = better experience.
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Twitter works for customer service.
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Good, fast, or cheap. Pick two.
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Pundits tend to agree that customer service will improve
in 2012 due to increased corporate awareness of the
power of customers coming about as a result of their
acquiring voices through social media.
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There is a correlation of stock price to customer
satisfaction level.
Greatest Myths of
Customer Service
