Last week, Power NI celebrated National Customer Service Week, acknowledging the essential role that customer service plays in our organisation. At Power NI, we proudly celebrate and appreciate each and every one of our customers, not just during NCSW, but every week. It’s a mantra that’s engrained in our ethos and built into our business model; it’s just who we are.
Our customers and their communities are at the heart of everything we do, and have been for over 90 years. We are a trusted supplier dedicated to serving and investing in our customers, going above and beyond, to build trust, foster relationships and ensure that each of them feel valued.
People are at our core
We believe that the one thing that really sets us apart from our competitors is our excellent customer service. We are committed to our customers, working hard to provide the services they need, and this is reflected by our staff members and teams across our business being shortlisted in no fewer than 10 categories at this year’s Contact Centre Network Northern Ireland (CCNNI) Awards 2024. This acknowledgement highlights our continued growth, and the importance we continue to place on developing customer relationships and providing excellent customer service.
More than just an energy supplier
All customers are different, and we focus on ensuring accessibility for all. Standing among the first group of companies worldwide to successfully achieve the esteemed ISO 22458 Inclusive Service Kitemark, we are committed to ensuring the adoption of fair and inclusive practices, understanding ‘best practice’ for our customers with additional needs and giving them more confidence in the services they are using.
All our Power NI Customer Helpline energy experts are JAM Card friendly (giving you ‘just a minute’), meaning we are trained to recognise those who may have communication barriers or hidden disabilities, requiring more time and care to attend to their needs. We also understand that Dementia affects people in different ways, so all of our staff are fully trained to help support you if you need it.
Crystal clear communication
We have partnered with both the Plain English and Plain Numbers campaigns to help remove jargon and unnecessary detail from our interactions with customers. We also have translation services to help customers that don’t have English as their first language, and for those with hearing or speech impairments, we have Relay UK available. This means that you can type your message to us and when we speak, you will receive the information in a written reply.
We are continuously improving our letters, bills, and other forms of communication to be as straightforward as possible. It’s really important to us that our homes, farms and businesses receive the highest quality customer service, and even more important to us is that our customers can trust us.
Helping those who need it most
Finally, we provide a number of support services through the Customer Care Register. We can provide bills in different formats for anyone who struggles with hearing, speech or sight, and we can add a trusted person to your account, to help you manage things a little easier. We also work closely with NIE Networks to allow those customers who wish to set a password for meter readers to quote when they call, giving peace of mind that they are legitimate staff from NIEN. The meter reader can also knock loudly and speak clearly to help any customers with a hearing impairment, or if you struggle with mobility, more time will be given for you to answer the door.
We’re Power NI and we believe in the Power of Service. Thank you to all of our valued and loyal customers for choosing us.
Discover even more ways we’re winning at customer service.
