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Customer Service Stories : Hero...A Utility That Cares

This has got to be a first - a utility call centre that cares about its existing customers!

I just had to add Thames Water to the "Heroes" section as I was so impressed last time I rang them. The message told me that there was a wait of 3 minutes - so would I like to hang up, and get a call back from them when my call reached the top of the queue? Errr... I left my name and hung up, not really convinced but I thought I'd see just how long they took to get back to me.

When the phone rang a few of minutes later I thought it must be a friend and was going to tell them to get off the line as I was trying to see if this Thames call back thing was going to work - but in fact it was a Thames agent, asking for me by name and how could she help! I couldn't believe it had happened so quickly - she said their 'queuebuster' system holds calls in the actual queue so you don't lose your place. Wow.

In my experience, if you're a customer ringing about a bill most companies don't care about giving you good service. When I ring my electricity company to pay a bill or query a statement it usually takes me about 3 goes - the first time I hold for about 15 minutes, wondering how long I'm going to have to wait, the second time I give up after about 10 minutes and I might get lucky the next day. But of course, if you ring the number for "I'd like to switch to xxx Electricity", they answer first time.

Anyway, good for Thames Water. I wish all the companies I ring had the same option.

Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Monday, September 23, 2002

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