This article provides examples of some of the best and worst attributes of a customer service experience, using competing utility companies NStar and National Grid. One example of a customer service interaction that is notably good is the actual process of connecting to the customer service and the utility’s awareness that customers may be using various utilities and willingness to cooperate in getting the customer’s problem solved. Important steps in this area include easily accessible contact information and a call menu that is easy to navigate, especially to a living customer service representative. Another positive experience involves a customer mistakenly calling the wrong utility, but being easily transferred to the correct one by customer service.
Read the full article here: Utility Customer Experiences: Stark Contrasts in Dealing with NStar and National Grid