As a result of the structural change in the German energy industry, new service approaches are in demand. Instead of being supplied by a monopolist, consumers can now choose between hundreds of providers and tariffs. As a result, the already fierce competition in the energy sector is intensifying. Critical issues such as service quality, data protection in contact management and questions of sustainability have become much more prominent in the public debate and in some cases are perceived even more sensitively by individual consumers than before.
Align your sales and service behavior with customer requirements. The result: solid customer loyalty and satisfaction.
1. think customer-centrically. The customer is demanding. Try to retain them by personalizing your customer approach in order to respond to their individual wishes.
2. the customer is price-conscious and willing to change. Use customer service and every point of contact with the customer to strengthen customer loyalty.
3. review all customer-related processes with regard to digitalization and simple, intuitive use.
4. your service quality must be convincing, with employees who act competently and quickly. This will help you win back new customers or terminated contracts with ease.
5. your customers want to communicate with you verbally and in writing, depending on the situation. Use technology for topics that can be answered in a standardized way and set high quality standards for personal conversations. The quality of a contact center is shaped more than ever by human factors, such as professional expertise and empathy.
AMEVIDA, one of the largest owner-managed providers of customer care services in Germany, offers services that are particularly tailored to the needs of the energy sector. The offering includes services in the areas of contact center, customer relations management and omni-channel communication. The service package includes inbound and outbound telephony incl. voice recording, chat, messenger, mail interfaces to other systems (e.g. Salesforce, Voixen, DemandFlow) and much more.
You can find all our services in this area here
