E.ON UK Business Services had scored poorly for the service it gave its internal customers, but training has now transformed the internal shared-services culture. E.ON UK Business Services delivers personnel, facilities, accounting and engineering training to E.ON UK's 17,000 employees, who in turn support 5.5 million customers in the UK. The power giant recognized that keeping its internal customers happy would help to provide the platform to keep external customers happy, and therefore loyal, in a competitive market.
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