LG&E and KU takes customer service to the front line

By Allison Herdic, Industry Researcher –

Branding – it’s all around us. Logos, advertisements, marketing campaigns and social media activity can all support building a brand and expanding its recognition. And, as we know, the tactics and features of branding are ubiquitous in our modern world. Why? Because they are often very effective in capturing customers’ attention.

Let’s ponder for a moment what the business landscape would look like if customer service could be as far-reaching as branding. How would customers feel about an organization if every human touch point was more personalized?

Each time an employee dons apparel inclusive of a corporate logo, he or she is representing the brand and the company as a whole. However, is each of these individuals ready to act as in a service representative capacity when approached by customers – on or off the clock?

Historically, contact centers and customer service offices have provided channels for customers to speak directly to a utility representative. Looking to deliver a more holistic level of customer service, Louisville Gas and Electric and Kentucky Utilities (LG&E and KU) has asserted a positive customer experience is not just the responsibility of customer service personnel, but all employees and business partners.

As such, customer experience training has become an integral part of LG&E and KU’s field operations in recent years. After all, these dedicated and skilled individuals also have regular opportunities to interface with customers as well as serve as valuable communicators and brand ambassadors.

On Wednesday, March 8, Tim Melton, LG&E and KU’s manager of customer commitment, will share an overview of the utility’s broad-reaching customer service strategies during Chartwell’s webinar on Customer Experience and Field Employees.

Take a moment to register, highlight March 8 at 2 p.m. Eastern on the calendar and prepare to learn how transforming field personnel into customer-service enthusiasts can improve customer relationships.

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