Utilities can learn a lot about their business by studying your customer service. Providing a good product or service is a great way to start, but there are many other factors that should be taken into account when working with customers. At the end of the day, providing customer service through your utility can teach you a lot about your customers, your business, and your companies overall infrastructure.
Who are your customers?
You can learn more about your consumers and their values by studying your customer service. Your customers might individually possess traits drastically different from each other however they share a common need: your field services.
Survey your customers on your service to ensure their happiness. Check out your company's reviews. Whenever you gain a new customer, find out why they chose your company and if applicable why they changed from the last service provider. Ask for any suggestions on how to improve service and be sure to listen to them. It's all about building a long lasting relationship with your customers.
What is expected of your company?
Learn what is expected of your business. Useful tips can easily be gained by conducting a quick Google search to understand. Pay attention to repeated words. Are you seeing words like "reliable" frequently or words like "unresponsive?" Those will give you the best insight as to what is expected of your business.
Consumers want a business to parallel what they value. You want to be able to provide them with an environment where their expectations of your company lines up with their needs.
What should your company be investing in?
In order to stay ahead of the race, you have to be in the race. This means staying knowledgeable of current breakthroughs in utility technologies. Getting a lot of work orders? Consider investing in optimized scheduling software. A faster response time can really increase your approval rating.
Investing is more than just investing in the right technology; it is also investing in the right people. Take the time to review your employees. Do your technicians accurately represent your company? Make sure your time, money and efforts are being invested in the right places.
In the end, it is about strengthening your own brand and keeping your customers happy. Use all the information you have gathered to make your business even better. Be sure you know who your customers are, what they expect of you and that you have all the resources you need to full that.