H2O are committed to delivering excellent customer service, which meets the demands and needs of customers.
Our Customer Care Policy protects the interests of our customers and if for any reason a customer is dissatisfied with our service we will make every effort to put it right as quickly as possible.
We appreciate the importance of Customer Service and recognise the focus on Service is key if we wish to remain a leading service provider in customer facing activities. With our ethos of continuous improvement we encourage the development of innovative technology, systems and processes that differentiate our services and operations.
Our new work management system JTE (Job Track Enterprise) will support effectively the provision of customer service excellence.
Our Customer Service staff will benefit from using JTE, which will enable a fresh approach to job management and customer care.
It has been designed with the end-user very much in mind and our developers have worked closely with operations personnel to understand processes and customer nuances.
The main elements are: -
- The provision of an efficient and easy to use Scheduling Tool
- Excellent visibility of the work basket and priorities
- Advanced searching facilities making enquiry management very rapid
All in all it enables a ‘ONE STOP SHOP’ for customer data irrespective of who the customer calls, be it the Utility or H2O. The same up to date data results in the same up to date information being provided.
Getting work by a Utility done never looked so good!
We deliver a Customer Experience awareness programme using examples of poor customer service to demonstrate organisations and customers’ expectations on aspects of culture, attitudes & behaviours and professionalism