Our team looks for great opportunities to surprise and delight our customers on social channels- it’s our way of generating some positive CX and making some customers happy.
---------------------------
Entry submitted by: Phill Fothergill (Operational Lead – Social Media Team)
Twitter: https://twitter.com/npowerhelp
Facebook: https://www.facebook.com/npowerofficial/
Lithy category: Social Support Champion
Npower Ltd supplies energy to around 5 million domestic homes in the UK and as part of the Innogy group specialising in supply and generating energy to homes across Europe.
Using Social Media as part of the Digital and business customer service strategy, coupled with the Lithium Social Media Management, has allowed us to converse with our customers like never before in the hope to build and maintain our relationship with the general public by giving a first class service throughout.
Miss Snape
We have one particular customer who we have a very special relationship with; she first come to us with an issue and we were able to resolve her query and keep her updated throughout, and to resolution. This customer likes all of our posts, says good morning and to have a safe journey home when we finish. We have played April’s fools with her but ultimately we connect with her on a different level. She was so happy with how we resolved her complaint that she even sent in some biscuits for the team 🙂
Mr. Mann
Customer tweeted in following a call he had made to us earlier that day to clear up a few issues on his account surrounding an outstanding balance. Our team were able to quickly deal with the issue on the account and resolve with the customer. Whilst reviewing the account we identified the customer was vulnerable but furthermore within the tweets to us the customer included a YouTube video of himself playing guitar and singing to an Npower member of staff over the phone (I believe this was a very good cover of a well-known Adele song). We could see from the video that the customer’s living room was fairly run down and in need of updating. We decided we would like to do more for the customer so we provided a substantial goodwill reduction against the account to help make payments more affordable. We also decided to send the customer a surprise gift which was a free one night’s stay in a hotel of their choosing.
Following the closure of the query, the customer got back in touch advising he wanted to leave the social media team a 5 Star review of the service he had received.
Our team looks for great opportunities to surprise and delight our customers on social channels- it’s our way of generating some positive CX and making some customers happy. A little bit of good will can really go a long way.
Comments
