The increasingly poor condition of the Indian power sector in the last few decades has greatly eroded customer confidence in the electricity service providers. We are at a point where the end user’s expectations are opposite to what they should be – where the customers anticipate the demand always to exceed the supply, and expect to receive only unreliable and low quality electricity. This is, in fact, a crisis of confidence. Without a doubt, it is an arduous task to restore the customer’s faith and remove any suspicions from his/her mind that s/he will receive nothing less than the service s/he is paying for.
Customer satisfaction is one of the key objectives of the various reform processes initiated in the power distribution sector. These reforms are aimed at improving the power distribution sector in all respects including high quality service to the customers that satisfies them. There are two basic ways of attaining the goal of ensuring customer satisfaction:
• providing the customer high quality and reliable electricity on a continuous basis, and
• providing good customer service, including understanding and respect, solutions to problems, involvement in decision making process and information about the procedures and policies.
The customers would feel satisfied only after they experience satisfactory service on a regular basis, and witness the utility’s efforts to constantly make improvements. These efforts can be seen in every day utility interactions with the customer and IT can be utilised effectively to improve the services. In this unit, we discuss various IT applications aimed to enhance customer satisfaction and provide him/her all relevant information in a user-friendly manner. These include Interactive Web-sites, Interactive Voice Response Systems, and Customer Care/Call Centres. We also discuss the Customer Analysis Tools so that the utilities analyze their customers’ feedback to serve them better. In the next unit, we discuss the IT applications in metering.
Customer satisfaction is one of the key objectives of the various reform processes initiated in the power distribution sector. These reforms are aimed at improving the power distribution sector in all respects including high quality service to the customers that satisfies them. There are two basic ways of attaining the goal of ensuring customer satisfaction:
• providing the customer high quality and reliable electricity on a continuous basis, and
• providing good customer service, including understanding and respect, solutions to problems, involvement in decision making process and information about the procedures and policies.
The customers would feel satisfied only after they experience satisfactory service on a regular basis, and witness the utility’s efforts to constantly make improvements. These efforts can be seen in every day utility interactions with the customer and IT can be utilised effectively to improve the services. In this unit, we discuss various IT applications aimed to enhance customer satisfaction and provide him/her all relevant information in a user-friendly manner. These include Interactive Web-sites, Interactive Voice Response Systems, and Customer Care/Call Centres. We also discuss the Customer Analysis Tools so that the utilities analyze their customers’ feedback to serve them better. In the next unit, we discuss the IT applications in metering.
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