Without a doubt, customer service plays a vital role in the success of any company. Day in and day out, they lend a listening ear to customers’ needs, concerns, and desires – seeking to meet those demands in any way possible. This week, we celebrate our Customer Service team alongside other companies across the country. Our hats go off to the team that strives for nothing less than consistent customer satisfaction every day; the team that is a major contributor to our success at Alabama Power.
Always anticipating the needs of our customers, the Customer Service team is constantly evolving to deliver service in a variety of innovative ways. Our team encompasses many touchpoints for our customers to seek help on any issue – whether in person in the business office, in the call center, online, through proactive outage communication or our suite of digital tools.
Everyone on the Customer Service team wears many hats to meet the needs of our customers. MiMi Jackson, products and services representative in the Customer Service and Sales department, describes a time when she had to put on her “empathy hat,” one of the many hats she wears every day. She explains, “I told the customer, let’s turn that ‘can’t’ into a ‘can,’ and I’ll walk you through the process step by step. If you just assure the customer that you have the patience, and you’re willing to assist them with that phone call, that one phone call can change the customer’s day.”
Taking a similar approach to service, Brittany Dinc, a customer service representative in the Mobile office, describes their initiative to learn sign language in order to communicate with a customer. The first sign they learned was “How can I help you?” And if the conversation becomes too complex, the team uses an app that translates to sign. Emphasizing the importance of connecting with each and every customer, Brittany explains, “Customer service, to me, means ‘communication.’”
In 2022 alone, our Customer Call Center engaged in over 35 million interactions with customers through calls, emails, texts and other channels. And in June 2023, we celebrated the Center’s 50th Anniversary, marking 50 years of building their reputation of excellence on the tenets of trust, connection, resilience and empowerment.
Summing up the spirit of the department, Arnita Woodall, customer service representative, says, “If I had to describe customer service in one word, it would be ‘caring.’ I think it’s important the customer knows that we care.”