Long gone are the days when energy companies merely supplied power, Matthew Vickers believes. Today retailers are providing some of the most sophisticated types of customer service available, which the Energy Ombudsman chief executive describes as akin to social work. Speaking to Utility Week, Vickers explains why we must tread carefully when making comparisons with other industries, his caution around increasing digitsation and his fears about “empathy” becoming the latest corporate buzzword.
Delivering ‘PHD level customer service’ in the energy sector
