Is this really poor customer service…?
Recently, I was presenting my Improving Revenue Collections for Utilities presentation to the Alliance of Indiana Rural Water Fall Conference.
Part of my presentation deals with offering additional payment methods, such as bank drafts, online bill pay, and IVR payments. While discussing these, I stress how important it is to offer convenient ways for customers to pay without visiting the office.
About midway through my presentation, a gentleman on the back row raised his hand to voice an objection. This gentleman works in the industry, but not for a utility, and his concern was something to the effect of “it sounds like you are advocating for utilities to be less customer friendly by encouraging their customers not to come to the office to pay.”
I explained that, quite the opposite, I firmly believe in – and advocate for – utilities providing outstanding customer service. I went on to explain that some customers, especially millennials, actually prefer not to interact in person.
By offering a fully integrated online bill pay system where customers can research their billing and usage history and make payments, your utility is actually providing an invaluable customer service. By doing so, and thereby reducing the number of calls or visits to your office, you actually free up staff time to more effectively deal with customers who have more serious issues.
By devoting enough time to adequately research and assist customers with excessively high bills or to set up a payment plan, your utility is able to offer even better customer service. If your staff time is consumed with walk-in customers merely wanting to make payments, they won’t have the time to devote to those customers who truly need the attention.
Do you ever wonder…?
Do you ever wonder if your office staff spends too much time dealing with walk-in customers? If so, give me a call at 919-232-2320 or e-mail me at firstname.lastname@example.org to learn how a business review could help improve your utility.