State of the nation
Graham Hardy
Providing customer-led support to any business that cares about its customers
I’ve just completed some research. We’ve sold Mum’s house and she’s moved into a nursing home at 98. So I had to contact many, many organisations to change her address and cancel services.
In terms of channels, I was largely pushed towards online chat, whether this was my preferred choice or not.
Top of the tree, OVO Energy! Slick, fast, to the point and the closing bill with a nice credit was created immediately too.
Trailing was Thames Water, sluggish, 10 minutes between responses and I didn’t have much confidence that things would be actioned promptly or correctly.
Still outstanding we have Mum’s bank. Nationwide said, although I have power of attorney, that they had to speak to her, so could she pop in! Rather sweet that they want to see her but sadly beyond her capability now.
Are you geared up for all contact types to ensure your databases are robust?
I consult very selectively, sharing my knowledge and experience, only when approached, with companies who I believe genuinely care about engaging with their customers and treating them well.
Graham Hardy Consulting
Mobile: +44 (0) 785 012 3315
Email:?[email protected]
Website:?https://grahamhardyconsulting.co.uk
Executive Assistant
4 个月So many companies are not geared up (or more importantly joined up, as per your dealings with NW). A business I contacted to register a change of ownership after my Dad passed away last year (and who had responded to me directly) proceeded to email my Dad six months later requesting further information ??