THINK CUSTOMER CREATING A CUSTOMER FOCUSED CULTURE. Edel Creery, Connections Manager, NIE Networks

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1 THINK CUSTOMER CREATING A CUSTOMER FOCUSED CULTURE Edel Creery, Connections Manager, NIE Networks

2 Who we are and what we do (video removed) 2 nienetworks.co.uk

3 What we do 3 nienetworks.co.uk

4 NIE Networks is the electricity networks business in Northern Ireland Power cuts Network Maintenance and Development Meter reading Connecting Renewables Connections 4 nienetworks.co.uk

5 Creating a customer focused culture Everyone in Northern Ireland is our customer Everything we do is for the benefit of customers Introduction of Think Customer in 2015 to put customer service at the centre of everyone s role Customer service is an attitude, not a department Establishment of Senior Management Think Customer Forum and Think Customer Champions in each NIE Networks location 5 nienetworks.co.uk

6 Principles of Think Customer Be polite and respectful Take the time to talk to the customer Check your messages and return calls Feedback customer views Learn from mistakes Take ownership Don t bounce the customer! Be proactive. Could you stop this becoming a complaint? Think Customer! Choose your attitude 6 nienetworks.co.uk

7 What our customers said What three adjectives would you use to describe your most recent experience with NIE Networks? 7 nienetworks.co.uk

8 OUR BUSINESS UNITS Tailoring Think Customer for every employee

9 Metering Our Metering function brings us into contact with every customer in communities across Northern Ireland. Meter Reading Read meters for all customers 3 million interactions each year Meter Replacement Scheme Changing over 200,000 meters Local contractors liaise with customers, arrange appointments and carry out the work. Key issues Delivering excellence customer service is critical impact on our corporate reputation and also the trust the customer puts in us Ensuring our contractors work with the same ethos. 9 nienetworks.co.uk

10 Network Operations Day to day operation of the network including Fault and emergency response Planned interruptions to allow investment projects Communicating with customers Enhanced online and social media information service Local call centre staffed 24 hours a day Callbacks to customers who have lost power to explain reason for fault and check they are happy with service received Regular contact with Critical Care customers On-going engagement surveys with customers to assess the service we have delivered 10 nienetworks.co.uk

11 Investment Lines and Stations Delivery Extensive NI wide investment programme Can affect communities through traffic disruption and planned outages Improving customer service through: Information days at local centres to explain the investment projects Newsletters detailing the project are issued with customer letters. Code of Practice Visits to Customers Properties we briefed this to all staff and our 900 contractors. Building personal relationships with landowners and key customers 11 nienetworks.co.uk

12 Network Connections Customer service in the competitive market Move from a monopoly to the competitive market Time of change and uncertainty for staff Roll out of Think Customer, creating customer centricity Improving processes Talking technology Collaboration with other departments during the Connections process Proactive stakeholder engagement 12 nienetworks.co.uk

13 Stakeholder engagement We carry out regular surveys with our Connections customers to improve the service we deliver. Our customers tell us they want: Value for money Clear and open lines of communication A fast turnaround for quotations A streamlined process from application, through quotation to construction Clear explanation of costs We need to deliver and grow our customer base. We need to continue to Think Customer. 13 nienetworks.co.uk

14 THANK YOU Happy to take any questions.