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Customer Spotlight: Heather Ramsay

Not just about savings

We all know that feeling. You call customer services to sort out a problem only to spend an eternity on hold, forced to listen to grating music that wears you down further each time it loops. You slam the phone down in frustration and decide that emailing them and waiting for a response while you get on with other things would be a better use of your time — but for Heather Ramsay, this wasn’t an option.

Heather is a bubbly retired actor who lives on her own in Hull, crowned the UK City of Culture for 2017 and famous for its iconic cream-coloured telephone boxes. Concerned by her rising gas and electricity bills, Heather wanted her supplier to move her onto a cheaper tariff. A physical condition which limits her hand movements meant that the easiest way for her to get in touch with them was by telephone.

She called her provider on numerous occasions but spent hours on hold, never able to get through. Despite her physical condition, she decided to email them hoping for a swift and satisfactory response. She was left wanting: the responses she received were confusing and unhelpful. “I can not believe the patronising, accusative nonsense I received from my wretched former supplier,” she complained.

“I can not believe the patronising, accusative nonsense I received from my wretched former supplier.”

Heather Ramsay

Customer Care Hero

Meet Kurt Smith

Kurt joined Flipper as an account manager and customer support consultant in 2016. His unhealthy obsession for customer service makes him a perfect fit for our customer-centric company.

He has a knack for building strong, lasting relationships with customers due to his natural ability to identify and meet customer needs, amiable personality, exceptional communication skills and extensive customer service experience.

Fun fact: As a summer job back when he was at school, Kurt handed out coupons outside KFC dressed as a chicken — which is where his love for customers was hatched.

Frustrated, Heather turned to Flipper. She contacted us by phone and spoke to Kurt Smith, an experienced member of our Customer Care Team. She explained her situation to Kurt, who immediately got to work on finding Heather’s best energy deal. He did so in just one day, saving her nearly £600/year on her energy bills. “Kurt and the other staff I dealt with really went out of their way for me. I’ve told absolutely everyone about Flipper! You’re a liberation movement!”

But Heather’s concerns weren’t just about her energy costs. Kurt wanted to make sure that she wouldn’t have to go through the same ordeal with her new provider, so he set up an online energy account for her — allowing her to monitor her energy so she wouldn’t have to contact her new supplier — and took the time to teach Heather how to use it. Flipper is currently dealing with Heather's Warm Home Discount application on her behalf, ensuring she gets the best value from her benefits.

“Kurt and the other staff I dealt with really went out of their way for me. I’ve told absolutely everyone about Flipper! You’re a liberation movement!”

Heather Ramsay

Our Customer Care Team went the extra mile to assist Heather, but we don’t see this as going above and beyond — this is what the team aspire to every day, because as the title of this story suggests, Flipper is about so much more than just savings.

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