Exceeding our customer’s expectations

Elena Gould is one of our Year 3 Gas Apprentices currently working towards becoming a fully qualified Gas Service Technician (GST) and has recently received a number of customer compliments.

The most recent compliment was from a customer, who arrived at her son’s house who was travelling and found his gas had been disconnected. She contacted us about her immediate need for heating, cooking and hot water to help look after her grandson. 

Within 30 minutes the customer received a courtesy call from the technician who advised they will arrive within the next 10 minutes. The customer was very relieved about the immediate response and even more impressed to be greeted by Elena who immediately reconnected the gas. Elena talked the customer through the whole process and provided confirmation that everything was working. The customer subsequently provided feedback that Elena was patient, reassuring, and competent and thanked her for excellent customer service skills and manner.

“Congratulations for employing, training, and equipping such great staff members. I was impressed, and very grateful to bring my grandson home to a warm house, dinner, and a hot shower,” said the customer.

Elena’s approach to living the company’s values is reflective of the level of support provided to the Apprentices throughout their training and development program. Each Apprentice is assigned to an experienced Gas Service Technician who acts as a ‘buddy’ and provides their coaching and support in performing the gas maintenance processes and applying the company values in the field.

“Well done to Elena and her buddy’s supporting the Apprentice Program,” said Leonora Todesco, Gas Distribution Maintenance Manager.