There are certain aspects of life
that are necessary but undesired, utilities are one of these! There are no two
ways of looking at it, every household needs utilities but dealing with these
companies is a nightmare for most people. The news are always reporting the
most recent scandal or price increase coming from the utilities companies and
this causes a fever among customers and a stigma around the companies that they
are not delivering the best service possible.
Excusing the pun, there is no
smoke without fire and this stigma has been built on a foundation of truth but
as with banks and supermarkets, there is a constant struggle between supply and
demand. There is a market for these establishments because there is a demand
for them and there is competition because of the same reason; if the whole of
society needs something there is not only room for more than one company but
the customers also want choice, it is basic human intelligence that insists
upon options. However, companies are expanding to such an extent that customers
are now offered all of life’s necessities in one place – often with the option
of a discount for using one company for more than one product.
This means that utilities
companies are often associated with other amenities such as groceries or
insurance but a common dilemma customers face includes running the risk of
compromising on the level of customer service because the company are
preoccupied with other products and services. Utilities are a necessity but
this does not mean that service can compromised; if anything it would be in the
company’s best interests to offer exceptionally high service because while the product
is not optional the other services offered by the same company (for instance)
are. Customers are far more likely to take the company up on the offer of an
additional product or service if they receive very high customer care for the
product they are already receiving.
These companies must ensure that
they listen to their customers and offer them the best possible deals. This way
they will retain current customers and draw in new customers simultaneously. It
is proven that customer service is one of the major factors that customers take
into account when looking at companies and when it’s an essential service,
customers are more inclined to enter into contracts with those companies willing
to go the extra mile as it were. Good customer service is easy to deliver – the
assistants simply need to listen, acknowledge, respond and solve. The final
stage may simply be acknowledgement of a problem but it is still crucial that
customers know that the company is aware of their problem or issue, at the
absolute minimum.
For more information on utilities companies and the products and services they offer, speak with the British Gas customer services team.
