Invest in training your CSRs

摘要

Customer service is simply people serving people. Employ- ees at your utility are the people who create a service experience ev- ery time they come into contact with one of your customers. The question is: does every person at your utility really care about each customer? And, does each customer feel like the company cares about them? The answers to those questions would be a resounding yes if utilities would stop skimping on something critical to the service equation-training. Your employees weren't born with skills for communication, conflict resolution, problem solving, listening and needs identification. They need training on those skills and others to be effective in serving customers.