David CoombeSenior Manager Customer Experience
Over 12 months, SA Water Implemented a pilot program that gave agents the power to give service gestures when the customer had not received the services previously promised or had not been given the right level of customer experience. This not only gave front-line agents more independence in the workplace, it also meant that customer complaints dropped.
- Using human centred design to provide stronger services by using customer feedback and a structured research program and translating it into action
- Finding the right balance between being prudent with money and offering a really good customer experience through decision making frameworks and service levels
- Training staff to support a working environment that encourages accountability, ownership and discretion