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Scottish Water wins top marks for its customer service

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Published Date: 08 October 2009
SCOTTISH Water has become one of the first organisations in the UK to win recognition under a new customer services scheme.
The utility has been be awarded the Institute of Customer Service (ICS) ServiceMark. Shirley McNabney, the membership director of ICS, visited Scottish Water's Edinburgh office yesterday to mark the firm achieving the new standard.

McNabney said: "Visiting Edinburgh and seeing first-hand how Scottish Water is striving for customer service excellence was an interesting and rewarding experience.

"Witnessing how field staff integrate with the contact centre and customers illustrated the commitment to constantly improving the service they provide."

Scottish Water was part of the pilot for the award. Applying for accreditation was a culmination of a number of surveys with staff and customers to understand if customer service was implemented equally at all levels of the business – from engineers fixing burst water mains to contact centre staff.





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  • Last Updated: 07 October 2009 7:14 PM
  • Source: The Scotsman
  • Location: Edinburgh
  • Related Topics: Scottish Water
 
1

Dumb Eye @,

08/10/2009 00:22:20
Customer Service? - falls on floor laughing.
2

JT,

08/10/2009 13:01:55
Is this an early April Fool joke???
3

billalba,

fife 08/10/2009 15:11:05
#1 and #2 I haven't ever had a problem with scottish water have you? perhaps you can enlighten us!
4

Dumb Eye @,

08/10/2009 17:38:13
To what I assume is your first question the answer is yes, frequently.
I could go into details, but I've got better things to do, - the short version is that, amongst other things, the quality of the water supplied to my house often falls way below what it should be. Calls to "customer services" usually elicit a response along the lines of "run a tap until it clears" or "if you boil the water it should be OK".

 

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