Blue Ridge Electric Employee Helps Lead National Customer Service Seminar
For Immediate Release
Contact: Renee Whitener, Director of Corporate Communications, Blue Ridge Electric Membership Corporation, (828) 758-2383 ext. 3213; Pager:1-800-471-1323; or E-mail: Renee Whitener
West Jefferson, North Carolina (January 28, 2004) – “It only takes a few seconds to make an impression.”
That’s not just a catchy slogan for Kay Sexton. It’s the philosophy she lives her life by in serving member-owners of Blue Ridge Electric Membership Corporation in her job as customer accounts representative in the West Jefferson office.
“From the first member I greet in the morning to the last one in the afternoon, I’m committed to having that member know they have my undivided attention and they are the most important member I have had the pleasure of helping today,” said Sexton, who provides customer service for both the cooperative and its heating fuels subsidiary, Blue Ridge Energies.
Sexton’s commitment to customer service earned her the invitation to be one of three panelists leading a national customer service seminar sponsored by the National Rural Electric Cooperative Association and Touchstone Energy, an alliance of consumer-owned electric cooperatives serving more than 17 million consumers in 44 states. The seminar, titled “Solutions for Challenging Member Situations”, was delivered today by teleconference and the Internet to cooperative electric utilities across the nation.
Sexton spoke on topics such as providing personalized service, meeting members’ needs through a team approach, helping members understand energy consumption, advising on energy efficiency methods, and how to achieve continual customer service improvement.
“One of the most challenging situations I deal with is the sheer volume of member-owners I assist each day”, explained Sexton during the seminar. “Depending on the billing due date, I will serve from 200 to 600 members each day. I am the first person they encounter when they walk through the door and my position demands both physical stamina AND expertise in making good decisions that affects my members.”
With a membership of 66,000 consumers spread across Caldwell, Watauga, Ashe, Alleghany, Wilkes and Alexander counties, Blue Ridge Electric’s commitment to the highest level of customer care can be a challenge.
Sexton approaches the challenge as a team player. “During times of high volume, I am prepared to become a team player. I don’t assume the attitude that I can handle everything all by myself; my members will be unhappy if they have to wait long periods and customer satisfaction will suffer. I call on my co-workers for support and I ask for help when needed,” Sexton explains.
Another challenging customer service situation is handling high bill inquiries. Especially during the winter, customer service staffs at electric utilities are called upon to explain energy consumption and how it affects a members’ bill.
“Member-owners with high bill concerns come into our office with questions and sometimes a feeling of having been over-charged for electricity. I certainly know how I feel when I think I have been over-charged for something—I want an explanation and one I can readily understand,” she said, adding that her job is to try and help solve the puzzle of the high bill.
“One of the greatest resources I use is information from our web site that can be quickly printed and handed to any member who doesn’t have access to the internet. Energy usage tips, a home energy audit, and weather information are just a few of the informational handouts our electronic commerce manager has made available to help members better understand electric consumption. Once the member has some information in hand, the learning process begins.
"One of the greatest tools to use in any customer service situation is to become an effective listener, Sexton continued. “I always encourage our members to talk about their concerns because I learn about their lifestyles, what appliances they have in their homes—things that affect energy consumption and, ultimately, the bill. As I talk with members, many times they will suddenly arrive at their own conclusion about why they have a high bill and how they can control their usage because they’re allowed to talk about what is happening in their homes.”
Sexton says being extremely knowledgeable about your company is one final “key” to providing top notch customer service. Regularly reading Blue Ridge Electric’s by-laws, service rules and regulations, and current information is one way she stays informed and able to assist members. “I feel that by staying informed, I grow with our cooperative a little bit every day and I’m better able to handle any situation with confidence.”
Sexton’s commitment to customer service is shared by employees across Blue Ridge Electric and Blue Ridge Energies. Their commitment pays off as Blue Ridge Electric produces some of the highest customer service scores of any electric utility across the country. Blue Ridge Energies also receives some of the highest known customer service satisfaction scores in its industry.
With a total employee base of 210 people, Sexton is one of 29 employees whose jobs are specifically devoted to providing front-line customer service for the cooperative and its subsidiary. A graduate of Wilkes Community College with an associate’s degree in business, she has been employed with Blue Ridge Electric for 17 years.
A Touchstone Energy affiliate, Blue Ridge Electric is a member-owned, not-for-profit cooperative serving more than 66,000 consumers in northwest North Carolina. Its wholly owned subsidiary, Blue Ridge Energies, provides propane, heating fuels, and related appliances from offices in West Jefferson, Lenoir, Boone, and Hickory. Visit www.BlueRidgeEMC.com to learn more.
