POWERGRAMS

4 usually hear it in their voice, that's how you know you are really helping people." To develop this vast knowledge base, customer care associates undergo rigorous training for the first six weeks of their tenure. During full-day classes, they learn about customers, billing, service orders, product services and company processes. "The classes are interactive and fun. They are a great springboard before getting to the floor," Wright said. Once an associate completes training, they join a customer care team, reporting to a supervisor who can advise them during calls. Their value in teamwork is evident as associates feel open to asking supervisors and colleagues questions. In addition to having manuals and online resources, associates are provided a mentor. Miles is a mentor at the SCC. "As a mentor, I am able to help train our new team members, and I like getting to build these relationships. They sit with me. I get to help show them the ropes and they know they can contact me after training as well. It's a very good environment for learning," Miles said. The team mentality comes into effect especially during storms and times of high-call traffic. To prepare for the unknown, associates serve on an on-call team, which rotates every nine weeks. The associates note that with improved technology and ways that customers interact with the company, there are more options to offer customers. Miles, Wright and the rest of the customer care team make a point during calls to share information about products and services offered by the company. "There is always something new," Wright said. "With that, I know that for a lot of these calls we have knowledge about products and services that can help simplify the lives of our customers and also help promote what the company has to offer." Miles agrees, adding: "We have information about a lot of valuable services and products – like paperless billing, outdoor lights and Alabama Connections. It is my job to help them know these are available." Regardless of the call, customer care associates take seriously the impact they have in representing the company to each customer. "Alabama Power has a reputation for exceptional customer service due to the diligent work of our customer care associates," said Vice President of Customer Services Leigh Davis. "Their service not only makes a critical impact on the lives of our customers but also on the success of our company." Both Miles and Wright are deeply committed to providing this level of service. "I would tell anyone who is interested in customer service to definitely do it," Wright said. "I had never worked in customer service before and I am so thankful for the experience. Not only is it fun, but I am constantly learning, and there are so many possibilities where this career choice can take you." "We are all working to reach the same goal: to provide excellent service to our customers," Miles said. "I have a greater appreciation for customer service elsewhere because of what we do here at Alabama Power. Each day, I come to work with the commitment to do the best job possible, and I hope our customers see that." Through the service of Miles, Wright and the many members of the Customer Service team, Alabama Power is able to support its customers in new ways every day. by Allison Westlake "Sometimes our customers just want someone to listen to them and I want them to know that I really do care about helping them find a solution." - Amy Wright "We are all working to reach the same goal – to provide excellent service to our customers." - Debra Miles A DAY IN THE LIFE

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