Positive People = Positive Results
April 9, 2014
Georgia Power
Customer Care
2
About Georgia Power…
• Largest of 4 electric utilities that make up
Southern Company
• Serves 2.4 million customers in 155 of
Georgia's 159 counties
• Owns a network of 14 generating plants and
20 hydroelectric dams spread across the state
• Has been providing electricity for over a century
at rates well below the national average
• Visit GeorgiaPower.com to learn more
2013 Customer Contacts
Call Center
Offices
We b
10.5 Million
Calls
7 Million
Transactions
12 Million
Transactions
…Of Life
The Circle…
Customers
Safety
High Reliability
Low Prices
High Customer Satisfaction
Our People
What do we mean by positive
people?
6
Contributors
Leaders
7
Must clearly define what you need
SouthernStyle
Unquestionable Trust Honesty, respect, fairness and integrity drive
our behavior. We keep our promises and ethical behavior is our
standard.
Superior Performance
We are dedicated to superior performance
throughout our business. Our priorities are safety first, teamwork,
diversity and continuous improvement through strong leadership.
Total Commitment
We are committed to the success of our
employees, customers and shareholders and to citizenship and
stewardship in all our actions.
8
Unquestionable Trust
Honesty, respect, fairness and integrity drive our behavior. We
keep our promises and ethical behavior is our standard.
9
Superior Performance
We are dedicated to superior performance throughout our
business. Our priorities are safety first, teamwork, diversity
and continuous improvement through strong leadership.
10
Total Commitment
We are committed to the success of our employees, customers
and shareholders and to citizenship and stewardship in all our
actions.
11
Behaviors are important
Some key behaviors when speaking with
customers…








Greeting
Tone
Pace
Acknowledging
Word Choice
Offering Options
Asking Questions
Summarizing
Transformational Leadership
Mission Statement - Inspire each individual to
deliver World Class value by:
 Modeling the Behaviors
 Igniting the Passion
 Empowering Others to Act
 Challenging the Status Quo
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Leaders must
 Embrace Transformational Leadership philosophy
 Establish behavior based expectations
 Tighten the range of tolerance to ensure we are
World Class
 Formalize the coaching process
More versus Less list
More
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





People first
Proactive empowerment
Results
Personal accountability
Execution
Products
Detail
Passion
Straight talk with respect
Show me
The answer is in the market
Less




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


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

Organization structure
Waiting to be empowered
Visions
Assigned accountability
Strategies
Concepts
Generalizations
Rationalizations
Polite talk with hidden meaning
Tell me
Not in meetings
Create Great
Work
Environments
Positive people can
Inspire Others
Constructively
Manage
Resources
Make difficult
experiences
tolerable
Be Trusted
Connect with
Customers
Garner
Employee
Commitment
Effectively
Manage
Diversity
More about positive people…
17
Positivity
Typically positive comes from inside (innate
behavior)…
so you hire for it, if possible
Being positive is a choice…
so people may
need to change
their
perspective
Positive spirit is infectious…
so the more people
get it…get it
Work/life balance sustains being positive…
so you must strategically plan for it
How to get positive results?
22
All customers are not the same
Customer Continuum
30% visit our business offices
30% pay bills online
Don’t forget the
fundamentals…
Apps
Social
Media
Mobile
Communications
Paperless
Billing
Keeping
the
lights on
Online
Energy
Checkup
Serving
with a
smile
Text
Messaging
Outage
Communication
Payment
Options:
Credit Card
Payment
Options:
Pre-Pay
Getting
Keeping
it right the
our
commitments first time
Owning
the
issues
Strive to offer more
COMMODITY
GOODS
EXPERIENCE
1¢ to 2¢ a cup
5¢ to 25¢ a cup
$2 to $5 a cup
What does it look like when positive
people get positive results?
26
Winter Storm Duty
Winter Storm Pax
28
Questions?
29