Tom Fenton, Customer Support Coordinator here at Sycous, shares a case study about how small things can make a huge difference to your customer service.
It was mid-afternoon and my colleague, Ruby was speaking to one of our residents on the phone. The problem she was experiencing was a new one for Sycous, something different to anything we’d dealt with before.
The customer, with a PAYG meter, had no heating and hot water. There didn’t appear to be a problem with any hardware, as all the reports we would normally run in this instance didn’t throw up anything particularly unusual. We decided it would be beneficial to contact Secure (the meter provider) to see what the problem could be and we discovered that the meter itself had been turned off during the transition from the previous supplier to us, and consequently had not completed its initial set-up correctly.
At this point, we were unsure as to what the correct course of action should be. We had left this with the Secure meters team to investigate for the meantime, but we were quite anxious to get this resolved as the customer had now been without hot showers for some time…
It was eventually determined that we would need another vend code to add to the meter so the credit she had attempted to apply would go onto her account. We tried to solve the problem this way multiple times, but it just wouldn’t work. After some back-and-forth between our team and Secure, it was then ascertained that we would need to input another code to properly commission the meter.
In the meantime, the customer explained that she was working nights at the hospital and found it difficult to juggle this problem and her work life well. Sympathising with this as my mother is a night worker at a birth centre, I decided it would help if I was to stay behind to assist her after hours.
Secure eventually came back to us with the necessary information and I rang the customer – once she’d had a good day’s sleep – to input the codes. It worked, and thankfully the customer’s utilities were restored!
Our resident was very grateful that we had put in the extra effort and stayed after hours to restore her services, and thanked Sycous for helping her every step of the way. Here’s an excerpt from her feedback;
“Absolutely outstanding! These are the two words that I would use to describe the customer service provided to me by one of your employees.
I feel need to contact Tom’s line managers, who should be made aware straightaway, of the high quality assistance, flawless manners and incredible professionalism this individual displays.
The level of his commitment is absolutely remarkable! He stepped up and made me feel like a valued customer. On more than one occasion, he was prepared to stay behind his work hours, due to my work commitments and the fact that I was unable to talk throughout the day; just so the problem could be solved to my satisfaction!”
This just goes to show that just a small thing like being flexible and working to a customer’s schedule can make the world of difference to their experience as a consumer.