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BPL to fix ‘terrible’ customer service

Bahamas Power and Light (BPL) Chairman Dr. Donovan Moxey said yesterday that the power company’s customer service is “terrible,” noting that BPL is working on improving it.

“The other thing that we need to focus on is our customers,” said Moxey during the 29th Annual Bahamas Business Outlook.

“We know it. Our customer service quality is terrible. It needs to be improved. We know that. We recognize that. We’re owning this.”

He added, “Folks who work at BPL can tell you, me, personally, as the chairman, sometimes I walk downstairs and I pay my own bill by joining the line to see what that feels like, to understand the customers’ pain.

“Sometimes, I call the number that we have and it just rings and rings and rings. We’re owning that. We have to fix it. We will fix it.”

Moxey said BPL intends to build a “state-of-the-art” customer service center where “humans are going to answer the phone”.

He said the facility will be opened every day of the year.

“We’re going to leverage industry standards where we track and manage all issues that come into the organization,” Moxey said.

He continued, “[I]f I ask anybody if you call BPL what trouble ticket [number] did you give… none. We don’t have the system running. We know that. We’re going to fix that.”

The chairman also said all BPL employees who work in customer services will undergo training.

Moxey said the training will focus on: “How to talk with a customer, how to interact with a customer, how to empathize with a customer in some cases if you got to cut them off”.

“We will build a culture at BPL that’s customer-focused, customer-centric,” he said.

“We’re a business just like anybody else, albeit we’re a monopoly, but that should not stop us from providing quality customer service. That should not stop us from providing the best product and service to our customers.”

Moxey did not indicate how much this BPL cultural overhaul would cost.

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Jasper Ward

Jasper Ward started at The Nassau Guardian in September 2018. Ward covers a wide range of national and social issues. Education: Goldsmiths, University of London, MA in Race, Media and Social Justice

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