Guiding Communication Principles

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• Guiding Communication Principles

June 3, 2005 Building the Customer Service
Excitement
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Customer Communication Foundation
Clear Line of Sight
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ABCs of Customer Expectations
FirstEnergy listens ensuring understanding of
customer expectations as eras evolve, e.g.
dependency and necessity of electricity.
Consistent, Timely and Accurate Information

• Ability to quickly and easily make contact.
  (Utilizing integrated customer systems.)
• Become informed on the cause of the outage.
  (Information via IVR direct from OMS.)
• Confirmation and Affirmation (Call backs)

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The Road from Good to Great
Expectations
FE Personnel

• Individual accountability
• Nimble and responsive to change
• Two-way communication down to a granular level
• Common culture process
• Virtual Management and Operating Support that is
  seamless outside the normal operating boundaries
• Respect coworkers

• RDO - Distributed Dispatching
• Hazard Assessors
• Line
• Forestry
• Service
• Communication Liaison
• Contact Center

Preserving At All Cost

• Customer service
• Trust
• Employee confidence

• Safety focus
• Teamwork
• Shareholder value

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Circle of Involvement
Accountability
Commitment

• Executive Support
• Personal contributions
• KPI driven
• Train

• Monitor Metrics
• Set Process for continuous
• improvement

Distributed Dispatching
Contact Center
Hazard Assessors
Operational Excellence
Communication Liaison
Line
Execute
Sustain

• Evaluate
• Respond quickly safely
• Take corrective action

• Measure Output
• Documented Critical Assessments

Service
Forestry
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Communication Alignment
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Technology Improving Communication
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Ice Water
FirstEnergy provides water ice to our customers
if outage service interruptions exceed 24-hours.
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When people, process technology converge,
there is no limit to what can be achieved.
Technology
Process
People
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