SSEN recognised for customer service for second year running

Scottish and Southern Electricity Networks (SSEN) has become the first network operator to meet the requirements of the British Standard Inclusive Service Provision for two years in a row.

SSEN recognised for customer service for second year running

The provision outlines the critical procedures that are required within a company to ensure its services are available and accessible to all customers equally. 

It also helps service providers identify and respond appropriately to different customer needs. 

SSEN said achieving the ‘gold standard’ of customer service is indicative of its “serious commitment” to providing fair and accessible services to its customers.

The DNO put in place a number of initiatives including training its employees in identifying customer vulnerability and providing information in accessible formats. 

Lisa Doogan, director of customer relationship management at SSEN, said: “We are delighted to have met the British Standard Inclusive Service Provision for the second year running.

“Our employees are trained to recognise signs of customer vulnerability and we ensure we identify these signs early and tailoring the advice and assistance we provide to each individual customer accordingly. 

“It’s encouraging for our employees to know that the BSI has recognised the empathy, rapport and focus we place on our customers’ needs.”

 


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