The energy regulator Ofgem has fined Npower £2m for failing to handle complaints properly. Ofgem said Npower had not recorded complaints properly or given dissatisfied complainers details of the Energy Ombudsman’s redress service. It added that Npower had now remedied all of the breaches of the regulations for which it was fined. A spokesman for Read More…
Oct 282011
Do organisations really want to their customer service to be excellent? At a recent workshop with around 20 different UK organisations, I read some lines from their websites. All but one of them claimed that they ‘wanted to be excellent’ although not all in the same way – but the word excellent was still used. Read More…
He was a devil to work with and he was right there in the details. No other chief executive of a corporation Apple’s size operated like Steve Jobs did. It was common, as news of his death sank in yesterday, to pay tribute to his visionary leadership. But it might not be this high-level guidance Read More…
National Customer Service Week is an opportunity to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy. Don’t forget to vote in our poll. How will social media effect the delivery of customer service?
Sep 192011
Retailers are seen as providing the best customer service levels in the UK, but banks, car-makers and utilities firms lag behind in this area, a study has found. Econsultancy, the insights group, surveyed 2,000 consumers in the country to gain an understanding of their experiences with companies in various industry sectors. Overall, 47% of respondents suggested that Read More…
When it comes to customer service excellence, there really is no silver bullet – the principles and practice are well laid out but there’s no single, guaranteed solution. What does make the difference is the desire to deliver it. The more I judge customer service awards, the more convinced I am. It doesn’t matter what Read More…
Poor customer service could cost UK plc £850bn by Chloe Rigby UK plc could be missing out on close to £850bn in sales because of poor customer service, according to a new study. The survey, carried out for multichannel retailer Best Buy UK, found that some 85% of consumers would go out of their way to Read More…
LONDON—U.K. gas and electricity market regulator Ofgem said Wednesday it has finedCentrica PLC’s retail unit British Gas £2.5 million ($4.1 million) for failing to properly address customer complaints. British Gas has already improved how it handles complaints. However, the regulator said in a statement “the fine is a warning from Ofgem that all energy companies must Read More…
Santander has become the latest UK company to bring its international call centres back to the UK. The bank, which has performed poorly over complaints according to the industry ombudsman, says it has made the move in order to improve customer service.
