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igem news – yppc

COACHING, SUPPORTING AND

OPTIMISING AS A CUSTOMER

SUPPORT OFFICER

By Katie Ling, Customer Support Officer for Wales & West Utilities and YPPC 2020 finalist

WWU PRIDES ITSELF ON DELIVERING GOOD CUSTOMER SERVICE

CUSTOMER SERVICE IS A vital (WWU) network, we have ten CSOs and ensure the teams are communicating
skill that all our engineers need to I cover the Bristol and Gloucester area. with their customers. I also visit the
implement every day. So, why do we On a day-to-day basis, I visit projects projects after the work is complete to
still have low customer scores from before our teams arrive to speak to thank our customers and make sure
surveys of our work? customers. I inform customers of the there is no outstanding work.
This article is on coaching, project in a step-by-step process and A percentage of our customers will
supporting and optimising in my allow them to ask questions to make receive a customer satisfaction survey
current role as a Customer Support sure they have a good understanding of from WWU after their gas supply has
Officer (CSO). I work with teams the works and what to expect. I am then been interrupted. The survey asks
undertaking planned work replacing the point of contact for customers if each customer about their experience
metallic mains with polyethylene (PE) they have any queries during the work. in areas such as: professionalism, site
pipe. Over the Wales & West Utilities I visit the sites as often as possible to tidiness, reinstatement, communication

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