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Identifying and managaing customer vulnerability

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Event
  • Session
  • Tuesday, 23 May 2017
  • 16:23 - 16:23
  • Duration: 25 mins
  • Publication date: 14 Jun 2017
  • Location: Customer Solutions Theatre, Hall 12, NEC, Birmingham, United Kingdom
  • Part of event Utility Week 2017

About the session

Meeting the needs of vulnerable customers

This seminar will explore best practice examples of understanding and vulnerable customers and delivery of the right service and support.  The seminar will also examine how energy efficiency measures can be focused on the poorest households.

Keywords:
  • Brexit
  • digital
  • electricity
  • power
  • smart infrastructure
  • smart meter
  • utilities
  • water sector

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Speaker

  • SG

    Steve George

    South East Water, Customer services director

    Steve has been Customer Services Director for South East Water for eight years, joining the company after bringing their customer operations back in house following its merger with Mid Kent Water. He is a customer service specialist with over 30 years’ experience and has held a number of senior customer and IT roles in the water industry. At South East, he has overseen the development of customer service systems and processes that have focussed on improving access and experiences for all customers, and has delivered a five year trend of falling customer complaints.
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