Louise Beardmore

Job Title: Customer service director

Company: United Utilities

Working for the United Utilities Group for over 20 years, Louise has held a number of senior positions at North West Water, Norweb Plc, Vertex and United Utilities working both here in the UK and internationally, leading teams in water operations, customer services and HR. Prior to her current role, Louise was Head of business transformation for United Utilities, managing all aspects of transformation across the Group driving people, process and technology changes to improve service and drive efficiency.

Speaking at the following:

12:10
Effective management of complaints and customer concerns

Handling complaints effectively and consistently to increase efficiency of customer service How do you engage with customers in a natural way when things go wrong? What are the right channels? Are communication systems flexible enough to manage customer concerns following an incident?

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