april 9, 2014 positive people positive results positive people = positive results
DESCRIPTION
About Georgia Power… Largest of 4 electric utilities that make up Southern Company Serves 2.4 million customers in 155 of Georgia's 159 counties Owns a network of 14 generating plants and 20 hydroelectric dams spread across the state Has been providing electricity for over a century at rates well below the national average Visit GeorgiaPower.com to learn moreTRANSCRIPT
April 9, 2014
Positive People = Positive Results
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Georgia Power Customer Care+
About Georgia Power…
• Largest of 4 electric utilities that make up Southern Company
• Serves 2.4 million customers in 155 of Georgia's 159 counties
• Owns a network of 14 generating plants and
20 hydroelectric dams spread across the state
• Has been providing electricity for over a century at rates well below the national average
• Visit GeorgiaPower.com to learn more
C a l l C e nt e r
10.5 MillionCalls
O ffi c e s
7 Million Transactions
We b
12 Million Transactions
2013 Customer Contacts
Customers
Healthy Capital
Spending
SafetyHigh Reliability
Low PricesHigh Customer Satisfaction
Constr
uctiv
e
Regula
tion
…Of LifeThe Circle…
Our People
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What do we mean by positive people?
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Contributors Leadersvs.
SouthernStyle
Honesty, respect, fairness and integrity drive our behavior. We keep our promises and ethical behavior is our standard.
We are dedicated to superior performance throughout our business. Our priorities are safety first, teamwork, diversity and continuous improvement through strong leadership.
We are committed to the success of our employees, customers and shareholders and to citizenship and stewardship in all our actions.
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Must clearly define what you need
Unquestionable Trust
Superior Performance
Total Commitment
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Unquestionable Trust
Honesty, respect, fairness and integrity drive our behavior. We keep our promises and ethical behavior is our standard.
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We are dedicated to superior performance throughout our business. Our priorities are safety first, teamwork, diversity and continuous improvement through strong leadership.
Superior Performance
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We are committed to the success of our employees, customers and shareholders and to citizenship and stewardship in all our actions.
Total Commitment
Some key behaviors when speaking with customers…
Behaviors are important
Greeting Tone Pace Acknowledging Word Choice Offering Options Asking Questions Summarizing
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Mission Statement - Inspire each individual to deliver World Class value by:
Modeling the Behaviors
Igniting the Passion
Empowering Others to Act
Challenging the Status Quo
Transformational Leadership
Modeling the Behaviors
Igniting the Passion
Empowering Others to Act
Challenging the Status Quo
Embrace Transformational Leadership philosophy
Establish behavior based expectations
Tighten the range of tolerance to ensure we are World Class
Formalize the coaching process
Leaders must
People first Proactive empowerment Results Personal accountability Execution Products Detail Passion Straight talk with respect Show me The answer is in the market
Organization structure Waiting to be empowered Visions Assigned accountability Strategies Concepts Generalizations Rationalizations Polite talk with hidden meaning Tell me Not in meetings
More Less
More versus Less list
Positive people can
Inspire Others
Be Trusted
Create Great Work
Environments
Effectively Manage Diversity
Constructively Manage
Resources
Connect with Customers
Make difficult experiences
tolerable
Garner Employee
Commitment
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More about positive people…
Typically positive comes from inside (innate behavior)…
Positivity
so you hire for it, if possible
so people may need to change their perspective
Being positive is a choice…
so the more people get it…get it
Positive spirit is infectious…
Work/life balance sustains being positive…
so you must strategically plan for it
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How to get positive results?
30% visit our business offices 30% pay bills online
Customer Continuum
All customers are not the same
Keepingthe
lights on
Servingwith asmile
Keepingour
commitments
Gettingit right the first time
Owningthe
issues
PaperlessBilling
Online Energy
Checkup
Payment Options:
Credit Card
Payment Options:Pre-Pay
MobileCommunications
OutageCommunication
Social Media
TextMessaging
AppsDon’t forget the fundamentals…
C O M M O D I T Y1¢ to 2¢ a cup
G O O D S5¢ to 25¢ a cup
E X P E R I E N C E$2 to $5 a cup
Strive to offer more
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What does it look like when positive people get positive results?
Winter Storm Duty
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Winter Storm Pax
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Questions?