Isle of Man's Monopoly Gas Provider Reinstates Face-to-Face Services
In a significant move, Isle of Man Energy, the island's sole gas provider, has announced the reopening of its public counter services after discontinuing them in late 2023. This decision comes directly from customer feedback, highlighting the value placed on in-person interactions.
Why the Reversal?
The company had previously halted face-to-face services at its South Quay office in Douglas due to a decline in usage. However, after listening to customers who expressed how much they appreciate personalized support, Managing Director Aidan Baglow stated, "We recognized the importance of that." This led to the reinstatement of a service desk at Murdoch House, set to open on Tuesday.
Services Offered
The reopened counter will provide assistance with billing and payment issues, as well as advice on energy-saving measures. It will be open from 09:00 to 17:00 BST, Monday to Friday, and will be "constantly manned" to ensure reliable support.
Balancing Digital and In-Person Options
While over 60% of customers prefer managing their accounts online for speed and convenience, Isle of Man Energy has also invested heavily in its website, online portal, and call center. Baglow emphasized the need to support all customers, especially those without computer access or who struggle with telephone services. He added, "It's really important to us that everyone feels supported," particularly as the autumn and winter seasons approach, which can be a source of worry for many.
The Bigger Picture
This move underscores a broader trend in customer service: the importance of offering multiple channels to cater to diverse needs. Baglow summed it up by saying, "It's about getting a balance of the right service, for the right people at the right time."
The face-to-face support will be offered at Murdoch House on South Quay
The counter will be open to customers from 09:00 to 17:00 BST Monday to Friday
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