Utilities recognize the role customer service representatives play in enhancing satisfaction

Ruchi Solanki, Research Analyst –

With Valentine’s Day a week away, it’s important that we here at Chartwell show our love and gratitude to customer service representatives, who go above and beyond the call of duty to create a positive experience for their customers. Of course, it’s the utilities themselves that help to instill the value and importance of connecting and understanding customer needs.

Salt River Project launched a full-scale program known as “Service from the Heart” (member log-in required) in partnership with Hallmark Business Connections, which allows CSRs to send personalized greeting cards following customer interactions for situations that permit. The program has proven to be an effective way to increase employee engagement and enhance customer satisfaction for customers.

SRP is not the only utility that is using cards to have more personalized interactions with their customers. Alabama Power launched a card-writing initiative that allowed CSRs to send personal messages following phone calls for myriad possible situations like personal or family crises or even celebratory life changes.

New Jersey Natural Gas has used countless metrics to help improve and gauge performance of their CSRs. The effort utilized the emotional quotient concept, which looks at how individuals recognize their own emotions as well as the emotions of others to help guide their thinking and behavior. The utility emphasizes training CSRs and supervisors alike on connective empathy in order to increase customer satisfaction.

If you are interested in learning more about New Jersey Natural Gas’s approach to quality assurance on emotional intelligence, make sure to register for Chartwell’s webinar on Wednesday, Feb. 14 at 2 p.m. Eastern. Join us as Kiel Thoms, Quality Coach, discusses New Jersey Natural Gas’s efforts to train CSRs in generating calls that result in increased customer satisfaction.

If you are interested in learning more about how other utilities are approaching their contact center training and strategy while increasing their customer experience, join Chartwell’s Customer Experience Leadership Council by emailing Tim Herrick at therrick@chartwellinc.com.

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