Highlighting employees who go the extra mile
Every customer has a different story, some call us with a quick question, while others need help navigating a difficult or unexpected situation. No matter the reason, our customer service employees are ready to listen, find answers and leave a positive impact.
This National Customer Service Week, we celebrated the employees who go the extra mile for our customers every day. That includes the representatives who speak directly with customers, as well as those working behind the scenes to resolve complex issues, support their colleagues and keep important work moving.
Meet four of the employees who help deliver the customer service you count on
Gigi: Turning challenges into positive experiences
In her first year with PPL Electric, customer service representative, Gigi, has already learned how much of a difference patience, empathy and clear communication can make.
“The most rewarding part of my work is being able to help customers solve problems and turn confusion into a positive interaction,” Gigi said. “Knowing that I helped answer a customer’s question and make their day a little better makes every part of the job rewarding.”
Difficult conversations can be tough, particularly when the answer is not simple or the situation is outside of a representative’s work. Gigi focuses on listening carefully, communicating clearly and doing everything she can to find the best solution. “Customers want to feel heard and understood, especially when they’re frustrated.” Staying patient and listening to their concerns helps Gigi focus on solutions.
When she is not helping customers, she enjoys spending time with her family, listening to music, watching movies, walking her dog, Luna, and cheering for the Philadelphia Eagles.
Val: Sharing decades of experience
Val, one of our senior customer service representatives, and fellow Philadelphia Eagles fan, has spent nearly four decades helping customers and supporting colleagues. In her current role, she draws on her years of experience to help resolve complex problems and guide representatives and supervisors.
“The most rewarding part of my job is helping my peers and sharing knowledge,” Val said. “The most challenging is trying to solve a complicated issue and assuring the customer I will follow-up with a resolution.”
Over the years, Val has learned that providing great service starts with understanding the customer. Outside of work, she enjoys spending time with her family and dog, Whitney, crafting, exercising and watching the Eagles.
Skye: Helping customers by helping the team
Customers may not always see the work happening behind the scenes, but it is an essential part of their experience.
Skye supports multiple areas of back-office billing and helps fellow employees understand processes that resolve customer issues. In nearly five years with PPL Electric, she has expanded her knowledge and used what she’s learned to train other representatives.
She enjoys helping her colleagues, teaching them, answering questions and helping them reach their goals.
For Skye, effective communication is about more than simply completing a task or providing information. “It’s important to provide the correct answer but also to make sure the customer feels heard and is satisfied with their experience.”
When she’s not working, she enjoys spending time with her family and pets, especially finding new places to walk her dog, Nova.
Kathy: Listening first and finding solutions second
After nearly 19 years, Kathy knows that solving a problem begins with listening to our customers.
“The most valuable lesson I’ve learned is to listen before trying to solve a customer’s problem,” Kathy said. “Sometimes, the customer needs to express their concern or provide background information before problem-solving is even possible. It also helps avoid assumptions and really get to the bottom of the issue.”
In Kathy’s role, she’s responsible for prioritizing a variety of back-office work items and service orders based on issue and urgency. One of her most challenging responsibilities is billing large power customers, which requires extensive billing knowledge and attention to detail.
She also trains fellow employees on the processes required to complete various back-office items and guide them through complex issues.
In her free time, Kathy enjoys spending time with her grandson, Connor, trying new restaurants with her family and shopping.
Going the extra mile together
Whether they’re answering a call, researching a billing question, handling an important work order or helping a colleague find the right solution, our customer service employees share a common goal: helping customers feel heard, supported and confident in our ability to resolve their issues.
This National Customer Service Week, we’re proud to recognize Gigi, Val, Skye and Kathy and all the other employees who go the extra mile for our customers.