Customer Focus Let Me Help You

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Customer FocusLet Me Help You
Brenda Jackson
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Let Me Help You Campaign Overall
Campaign Theme

• The overall goal of the campaign is for Oncor
  employees to strive for excellence in customer
  service.
• Employees are finding ways to help customers
  consistent with Oncor policies and procedures and
  PUC rules and in a cost-effective manner.
• Managers and supervisors are encouraging and
  leading employees to be positive, intense,
  flexible, and innovative in regard to customer
  service.
• The campaign was kicked off in mid-August

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Let Me Help You Campaign

• The Let Me Help You theme is being used on the
  Oncor intranet, posters in our offices, and on
  other written material to emphasize ways to
  improve customer service and include phrases such
  as the following
• As an Oncor employee, I can make a difference in
  customer service by embracing the following
  actions
• Follow through on every promise I make!
• Take ownership.
• Return calls promptly!
• Never say I cant help you (thats not my job).
• Follow-up to ensure the problem is resolved.
• Focus on what we can do, not what we cant do.
• Leave customer property in the same or better
  condition than you found it.
• Be flexible - care about the customer and their
  problem.
• Listen! Listen! Listen!
• Put customers first, and most of all
• Let Me Help You.

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Let Me Help You Campaign Customer Service
Performance

• Oncors overall customer service performance is
  measured by a customer satisfaction survey.
• Each Oncor organization has a customer service
  performance metric.

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Let Me Help You Campaign Communication and
Tools for Employees

• Another important factor in improving customer
  service is to ensure that employees are aware of
  the tools that are available to help customers.
  Actions taken to date include
• Developed a Customer Service section on the Oncor
  intranet as a central repository for customer
  service resource information, with links to
  appropriate resources on other intranet sites.
• Updated the escalated issues contact information
  for Competitive Retailers and placed a link on
  the Oncor intranet.
• Updated Speakers Bureau presentations.
• Provided additional electric market training for
  employees - video/web-based.
• Updated the Let Me Help You contact information
  card.

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Let Me Help You Card
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Let Me Help You Campaign Customer
Initiatives and Process Improvements

• An important way to reach excellence in customer
  service is to do our jobs more efficiently.
• We are identifying process improvements that will
  enhance Oncors employees ability to provide a
  higher level of customer service.
• A team has been formed to address initiatives
  that will contribute to improving customer
  service and recommendations are already being
  implemented.

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Let Me Help You Campaign Employee
Recognition and Awards

• Employees are being recognized for their
  contributions to cost-effectively improving
  customer service.
• We are highlighting examples of employees
  exhibiting good customer service in our internal
  communication material.
• A process has been developed for identifying,
  recommending, and approving awards on an
  individual or group basis for customer service.