Customers will always appreciate transparency
For energy suppliers Octopus, transparency to customers has been a priority since day one, and today when people have a complaint it is their CEO Greg Jackson whose email they will see when sending in details of whatever is bothering them.
“Every email you get from us, even a statement or meter reading reminder, is one you can reply to,” Jackson said. “Instead of having that ubiquitous ‘noreply@’ email address, it will go straight through to someone who is responsible for it.”
It’s a policy that applies to every member of the team. When Octopus had to put up their prices, for example, the email came from the company’s finance director, and when people replied to the address it would land in his inbox. “He did get several hundred emails from customers,” said Jackson, “and he replied to them all.”
Would like to know more about customer service? Take a look at Delighting consumers with an innovative customer service strategy.