FOR IMMEDIATE RELEASE CONTACT: Tom Ellis
April 12, 2007 Ellis Communications, Inc.
Phone: (417) 881-5635
Email: tom@elliscomm.com
PHOENIX, Ariz. – Many utilities publicly profess their desire to
exceed customers’ expectations when, in fact, they are far removed from even
meeting them. Phoenix-based Measure-X suggests those utilities learn to crawl
before they walk.
“Unfortunately, the general public has come to know poor customer service as the
norm,” says David Saxby, president of Measure-X, a company that specializes in
helping utilities improve their customer service and sales. “So for those who
declare their objectives to exceed expectations, customers’ skepticism
skyrockets as they still struggle to get basic service and support. Meeting
customer expectations may not sound as glamorous as exceeding them, but that is
what must happen first and it can be done.”
The first step is understanding what causes mediocre service, Saxby says. He
outlines the following four pitfalls.
Long telephone hold times. “There is nothing more meaningless than to
hear a recorded message telling me how valued I am, only to be left on hold with
no idea of when my call will taken,” Saxby notes.
Minimal employee authority. “When utility employees have little authority
to settle problems, customers get dragged through a maze of managers and
supervisors,” Saxby says. “That is exceedingly frustrating for the customer.”
Poor training. “Behaviors that are not conducive to a positive experience
for customers can mushroom,” Saxby explains. “Utilities should set customer
service standards through training and hold employees accountable.”
Lack of product knowledge. “If the staff is not familiar with products,
offerings and related specifics, how can they possibly be of service to
customers?” Saxby asks. “Why would the utility even expect them to be helpful?”
Utility customers will appreciate a more attainable goal of simply meeting their
expectations, Saxby says, noting that striving to excel and then failing is
counterproductive.
“Design and conduct your business from the customer’s perspective,” Saxby
suggests. “Step into your customer’s shoes and ‘walk’ through your business as
if you were a brand new customer. You may be surprised at how it looks through
different eyes.”
Saxby strongly recommends that utilities struggling with service issues take a
hard look at their processes and procedures. “These may be your biggest
stumbling block,” Saxby points out. “The first order of business in meeting
customer expectations is to identify conflicting procedures and remove them.”
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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.
