Yorkshire electricity

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 A focus on customer service

This customer focus case study focuses upon service quality by illustrating how one organisation - Yorkshire Electricity - in a fundamentally reorganised electricity industry, has developed a customer service strategy to redefine the way it looks after its customers.

  1. Introduction
  2. The changing face of the industry
  3. The external environment
  4. Challenges and objectives
  5. Values
  6. Conclusion