Issue link: https://alabamapower.uberflip.com/i/1389329
INNOVATION When Alabama Power launched "Powered By You" earlier this year, Customer Operations Senior Vice President Jonathan Porter Jonathan Porter emphasized that this is more than a campaign or catchphrase. "It's going to change the way we think about customer service," Porter said. This fresh approach to enhancing the company's service commitment is rooted in the understanding that customer service is everyone's responsibility, and that everyone is empowered to consistently deliver positive customer interactions. "Customer service is boots-on-the-ground work," said Porter. "While we may all have different roles at the company, each of us can make a positive difference for our customers and communities." Powered By You will be central to how Alabama Power operates, conducts business and remains part of the fabric of Alabama communities. Customers are at the center of everything we do, and our connection to customers and communities is what makes Alabama Power unique, Porter said. In addition to a shared commitment to provide outstanding customer service, Powered By You focuses on continuous improvement and encourages employees to always consider and identify ways to better serve customers. "Together, we'll continue to enhance the customer experience and provide best-in-class service for those who depend on us most – our customers," Porter said. "It's going to take all of us to deliver an unparalleled customer service experience." In 2020, Alabama Power created the Customer Experience Council. Comprised of representatives from departments across the company, the council is focused on customer satisfaction, favorability and loyalty; better understanding customer perceptions and how employee actions drive them; evaluating research and executing strategies to improve those metrics. Based on this information, the council seeks to optimize customer experience by finding opportunities for communication and collaboration. With Alabama Power's strong foundation as a community-focused company, Powered By You is driven by four tenets: Trust, Connection, Resilience and Empowerment. Employees are asked to keep these principles top of mind in all they do. "Think of them as the cornerstones of Alabama Power customer service," said Foster Ware Foster Ware, Customer Operations manager. "If you incorporate these principles into everything you do, daily, you'll help create long-lasting relationships and partnerships with our customers, truly impacting their lives and Alabama communities. But it's going to take all of us to deliver an unparalleled customer service experience." The Powered By You tenets enable employees to shift perspectives, strive to view customer service through the eyes of customers and improve their experiences: TRUST Our role as service providers is rooted in earned respect and customer trust. We are there when customers need us most – in good times and bad. We make lives easier by providing innovative solutions and the best know-how to meet evolving needs and address challenges, big or small. CONNECTION We are uniquely connected with our customers, providing innovative solutions to meet their needs. We are members of both our company and our communities. We are there to make the connection when customers need us most. Through our shared vision, we build long-lasting partnerships. RESILIENCE We are a reliable resource and source of stability, even during challenging times. We are a reliable source of support for customers. We provide peace of mind and hope for the future in the face of any challenge. Needs evolve, but we are ready to respond on the cutting edge. EMPOWERMENT We strive to transform lives and elevate Alabama. We are empowered to recognize and deliver outstanding customer service. By offering best-in- class resources and solutions, we empower our customers to use those tools. By enhancing their experience, we elevate Alabama Power throughout the state. To further engage employees in Powered By You, Customer Operations is offering Spark challenges, asking for ideas to further enhance customer experience and deliver exceptional service. Throughout the year, employees can expect new challenges and opportunities to share their best solutions for improved Alabama Power's business processes, customer interactions and community connections. "Together, with a strong commitment to continuous improvement, Powered by You will push Alabama Power forward as a leader in customer service and help us elevate the state of Alabama and the communities we serve," said Ware. To learn more about Powered By You, visit http://poweredbyyou. alabamapower.com/. By Jessica Nissenbaum Superior service is POWERED BY YOU 4