EDF Customer Service - Attitide is Everything

I have been in the service industry for well over 30 years, both as service provider and as a consultant trainer and assessor. In a highly competitive commercial environment, exacerbated by Covid, never has it been more important to focus on providing a high level of customer service. Frustratingly, as a consumer, during the last year or so, I have noticed a significant decline in the level of service provided across all industries, with Covid used as the excuse, which quite honestly is a blatant lie.  

When it comes to spending my money and selecting my service providers I firmly believe in the value of loyalty. As long as I receive the level of service I require, and indeed demand, then I can see no reason to switch in order to save a few pennies.  

When it comes to my electricity provider, EDF, I cannot pretend that it has all been plain sailing. A lesser person would have given up when they found their bills treble, and an additional demand for over £1,000 land on their doormat. Friends and family, recently finding themselves in a similar position, took their business elsewhere. Me? Time to get the gloves off and call customer service. Helpful? Not a bit of it. It was not until I eventually lodged a formal complaint that things started to move in the right direction. It was then that the lovely David Walker, with the lilting Welsh accent, and the exalted title of Customer Collections Advisor, got involved and put the wheels in motion to get things started in the right direction.  

I had been fiercely resistant to the installation of a Smart meter, but once David had established that he thought I was paying three times as much for my electricity as I should and explained that this was the best way to both monitor usage, and correct any mistakes, against my better judgement I agreed to go ahead. 

From then on, far from a lack of communication, I was bombarded with text messages from EDF (13), letters (6) and missed calls (countless); this over the top approach being my one area of complaint. 

As of today, two months after my initial contact, I have at last seen the issues I raised resolved. Just to be on the safe side I have asked for everything to be put in writing. 

The person I hold entirely responsible for this outcome is David Walker. If it had not been for his tenacity and commitment to providing the best possible level of customer service, there is no doubt in my mind that by now I would have joined the ranks of friends and family and switched energy provider. Employees who provide this level of customer service, often against all the callous, uncaring, corporate odds, deserve to be rewarded. I will do my level best to ensure that he is.  

Contrary to popular opinion, it is not about money, it is about attitude. It really is everything and large corporations would do well to remember that rather than maintain their constant focus on the bottom line. If you get it right, customers will remain loyal, and spread the word, and the profits will follow. Enough said. Thank you David.