FOR IMMEDIATE RELEASE CONTACT: Tom Ellis
January 10, 2008 Ellis Communications, Inc.
Phone: (417) 881-5635
Email: tom@elliscomm.com
PHOENIX, Ariz. – There are certain customer service principles all
utilities should follow that will help them take customers beyond the realm of
being merely satisfied.
“The market often talks about customer satisfaction, but that is a deceptive
phrase,” says David Saxby, president of Measure-X, a company that specializes in
helping utilities improve their customer service and sales. “Satisfactory
implies adequate, good enough, acceptable. Every utility should want to do
better than that.”
The reality of customer service today is that customers have low expectations,
Saxby says. “That makes it easy to go the extra mile, but sometimes utility
employees need to be reminded of what that means and what the principles are
that will drive positive customer outcomes,” Saxby says.
Following are eight basic principles that Saxby says will escalate the level of
service when employees embrace them.
- Customer service is everyone’s business.
- We say yes to customers and then figure out how.
- We give customers a choice.
- Every employee owns a customer’s problem until it is solved.
- We see customer complaints as a gift.
- We are financially responsible to our customers.
- We offer customers innovative solutions.
- We help customers feel like owners in our company.
“Yes, customer service is everyone’s business at your utility,” Saxby says.
“Anyone at any level in the company can build tremendous customer loyalty by
embracing these principles and going that extra mile.”
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Measure-X is a measurement, training and recognition company that specializes
in customer service and sales skills. For more information on Measure-X, call
888-644-5499 or visit its Web site at
www.measure-x.com.
