Turning challenges into opportunities - complaint resolution and bad debt
Complaints and bad debt have long been sources of poor publicity and lost revenue for utilities. And as business challenges, they are shrouded in negativity.
But a change of perspective may be timely. Some complaints will always be a given – even in a high performing business – but handled well and in a culture which supports learning, they could be turned into opportunities for competitive development and outperformance.
Likewise, in a market where customer engagement is key and retention hard-won, customers struggling with bad debt could be transformed from red blotches on the balance sheet into opportunities for capturing loyalty, raising employee morale and improving brand.
Chair: Nicola Eaton Sawford, Director of Everything, Customer Whisperers
Identifying the opportunities presented by customer challenges – lessons from outside the sector
Nicola Eaton Sawford, Director of Everything, Customer Whisperers
Understanding the debt landscape and identifying vulnerable customers in the context of rising costs, and policy changes
Deven Ghelani, Director, Policy in Practice
Assessing the risk with new and existing customers
Michelle Atkinson, Head of Income Domestic Retail, United Utilities
Case study: good customer resolution
James Walker, Founder and CEO, Resolver
Turning discontent into loyalty through great customer service
Ben Sims, Energy Industry Specialist, Freshworks