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Kentucky Utilities

Kentucky Utilities. The Customer Perspective. Customer Service Cartoon…. Would you like to wait? . ‘ “Customers first. Energy that lasts .” . Kentucky Utilities (KU) History. KU is a wholly-owned subsidiary of E.ON U.S (a diversified energy services company)

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Kentucky Utilities

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  1. Kentucky Utilities

    The Customer Perspective
  2. Customer Service Cartoon… Would you like to wait?
  3. ‘“Customers first. Energy that lasts.” Kentucky Utilities (KU) History KU is a wholly-owned subsidiary of E.ON U.S (a diversified energy services company) E.ON US Vision: to become the Midwest's leading power and gas company. Principal part of their US mission is customer satisfaction. An electric utility company in Lexington, Kentucky, serving customers in 77 Kentucky counties and five counties in Virginia (under the name Old Dominion Power - ODP). KU serves over 485,00 electric customers in Kentucky
  4. My Recent Experience with KU Communication Medium: work phone, 1800 number After several automated messages, I select the business service option in order to get in touch with a customer service representative. “all customer service representatives are busy helping other customers…” I hold for 25 minutes listening to broken jazz music A resident walks through the clubhouse and I have to go assist him. The encounter lasts only 2 minutes I missed the customer service representative. The CSR answered the phone 2 minutes out 30 I was away from my desk. I redial. Process repeats itself. Finally, I get in touch with someone. I request an electricity transfer for a specific apartment. Representative can’t locate the apartment—attempts to convince me that it doesn’t exist. Finally, she completes the request. I ask for a confirmation through fax. I receive the confirmation the next day, but it has a wrong transfer date.
  5. KU’s Core Values and strategy Key Strategy Components: Maintain excellent customer satisfaction Develop and transfer best practices throughout the company Core Values: Social Responsibility Customer Orientation Drive for Excellent Performance Teamwork
  6. What does KU’s Web site say? SERVICE AREAS IN KENTUCKY According to the Web site, they’ve built their “reputation on providing safe, reliable energy with award-winning customer service.” And through employees' unwavering commitment to the concept of "Customers first. Energy that lasts.“
  7. KU’s Weaknesses from my Perspective KU failed to fit the role of their marketing structure and their slogan: a)how are customers first, when it is impossible to get to a live person in a timely manner? KU did not demonstrate teamwork from my perspective. a)Teamwork is defined as “Cooperative effort by the members of a group or team to achieve a common goal.” As a customer, I didn’t get a sense that teamwork is a core value to this company since work efficacy seemed poor and service slow. KU failed to demonstrate the drive for excellent performance: a)difficulty locating the apartment in the system b)scheduling the transfer on the wrong date. KU did not meet my customer satisfaction as defined by their core values: a)I was on hold for 30 minutes each time. b)I had to call a total of three times to successfully complete the transfer (one time I didn’t get through, second time the transfer date was wrong, and third time, I finally accomplished the transfer.
  8. Suggestions for Improvement Hire and train employees to exceed customer expectations in order to get aligned with the corporate mission, e.g. through customer engagement sessions that mimic real life CSR scenarios. Regularly review the speed of customer service as well as quality of service, e.g., through a secret shopper program that rates CSRs on clear objectives. Design a feedback site where customers can go and rate their service and discuss their experience with KU—utilize the feedback site as a primary platform for customer service tracking and improvements. Have a tracking system for the reviews that links the review with the CSR—base raises and company reviews on customer reviews. Carefully monitor the CSR to call volume ratio to ensure coverage especially during peak times, i.e., when bills are due. Increase consumer education about KU’s online service in order to decrease call volume. Make the Web site more user friendly and offer a variety of online services for both business and home consumers.
  9. “Customers first. Energy that lasts”

  10. The End

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