Delivering on our customer service promise
Wednesday, September 14, 2011
By Chip Keeling
In the coming days, you may hear through a customer service audit performed by Liberty Consulting to the Kentucky Public Service Commission that we have focused more on low rates and should have spent more on enhancing our service capabilities.
Over the past few years, we have faced some significant challenges together that contributed to a decline in customer satisfaction, including two record-breaking storms -- the 2008 wind storm and 2009 ice storm. The sluggish economy placed added financial pressures on many Kentucky families.
And during the same timeframe, we installed a new customer information system, adjusted our rates and several of our business processes. In our effort to provide better service to you and maintain some of the country’s lowest rates, our key focus was on improving technology. Liberty Consulting concludes that we should have been willing to spend more, faster, in the interest of our customers, and we are now following those recommendations.
Rest assured, we are focused on strengthening your trust and confidence in us, and many initiatives are already in play to achieve this.
Our goal is to provide the same service for everyone – the very best possible. Our new Customer Experience initiative goes beyond traditional customer service methods and rallies the support of every employee and business partner. For this customer-focused effort, we are finding innovative solutions and making sound decisions that will most effectively meet your expectations and our customer service goals. It is just one step in a long-term effort.
The good news is that we’re on the right path and are already seeing positive results. For instance, the most recent J.D. Power results demonstrate that we continue to be a leader in customer satisfaction.
We also recognize the importance of being there when you need us. Following the Aug. 13 thunderstorm, we worked tirelessly to restore power to nearly 182,000 customers who lost electric service.
Our commitment to you is simple: We will provide the resources necessary — after Mother Nature’s wrath and on blue-sky days — to re-establish our position as one of the nation’s highest-quality utility service providers. Like our safety focus, we steadfastly commit the time, energy and leadership to achieve this change.
Our obligation to serve you goes far beyond regulatory accountability. We have deep-rooted histories in our communities, and the people we serve are our friends, families and neighbors. The energy we generate and deliver provides a better foundation for growth and prosperity across our Commonwealth. The bottom-line is that without you, there wouldn’t be an us.
So we’ve begun the process to right the ship and we’re making progress, but there’s more yet to be done. Thank you for your support as we work to deliver on our customer service promise.
Join the conversation
We welcome constructive recommendations to help us regain our company’s reputation for providing superior customer service. E-mail us at contact@lge-ku.com. We want to hear from you.
In the coming days, you may hear through a customer service audit performed by Liberty Consulting to the Kentucky Public Service Commission that we have focused more on low rates and should have spent more on enhancing our service capabilities.
Over the past few years, we have faced some significant challenges together that contributed to a decline in customer satisfaction, including two record-breaking storms -- the 2008 wind storm and 2009 ice storm. The sluggish economy placed added financial pressures on many Kentucky families.
And during the same timeframe, we installed a new customer information system, adjusted our rates and several of our business processes. In our effort to provide better service to you and maintain some of the country’s lowest rates, our key focus was on improving technology. Liberty Consulting concludes that we should have been willing to spend more, faster, in the interest of our customers, and we are now following those recommendations.
Rest assured, we are focused on strengthening your trust and confidence in us, and many initiatives are already in play to achieve this.
Our goal is to provide the same service for everyone – the very best possible. Our new Customer Experience initiative goes beyond traditional customer service methods and rallies the support of every employee and business partner. For this customer-focused effort, we are finding innovative solutions and making sound decisions that will most effectively meet your expectations and our customer service goals. It is just one step in a long-term effort.
The good news is that we’re on the right path and are already seeing positive results. For instance, the most recent J.D. Power results demonstrate that we continue to be a leader in customer satisfaction.
We also recognize the importance of being there when you need us. Following the Aug. 13 thunderstorm, we worked tirelessly to restore power to nearly 182,000 customers who lost electric service.
Our commitment to you is simple: We will provide the resources necessary — after Mother Nature’s wrath and on blue-sky days — to re-establish our position as one of the nation’s highest-quality utility service providers. Like our safety focus, we steadfastly commit the time, energy and leadership to achieve this change.
Our obligation to serve you goes far beyond regulatory accountability. We have deep-rooted histories in our communities, and the people we serve are our friends, families and neighbors. The energy we generate and deliver provides a better foundation for growth and prosperity across our Commonwealth. The bottom-line is that without you, there wouldn’t be an us.
So we’ve begun the process to right the ship and we’re making progress, but there’s more yet to be done. Thank you for your support as we work to deliver on our customer service promise.
Join the conversation
We welcome constructive recommendations to help us regain our company’s reputation for providing superior customer service. E-mail us at contact@lge-ku.com. We want to hear from you.
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Customer Service
