What Customer Service Disasters Tell Us About The Companies In The Firing Line



By Peter Greenan in The Conversation.


You can’t put a price on good customer service. But it turns out you can when things go bad. Scottish Power was fined £18m last month by energy regulator Ofgem after the company received more than 1m complaints from June 2013 to December 2015. It works out at about 1,500 complaints every working day for 18 months. No wonder it was lambasted for failing to provide even a basic level of service and failing to treat customers fairly over a sustained period of time.

Scottish Power, which blamed its turbulent 18 months on IT issues and bedding in a new system, is not the first to take a hit from letting down we poor consumers. In 2015, mobile network firm EE was fined £1m for failing to comply with rules on handling customer complaints. In the wake of the 2008 crisis, the financial regulator found that banks kept customers waiting for months, standard letters were sent and staff were poorly trained, perhaps most tellingly they failed to learn from previous complaints.


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