Listening Keeps Focus on Customers

TXU Energy leaders' customer listening program ensures excellent customer service


Side-by-side sessions between customer care agents like Sharon Manual and TXU Energy leaders like Danny Taylor provide opportunities for constant improvement in customer experience.

Side-by-side sessions between customer care agents like Sharon Manual and TXU Energy leaders like Danny Taylor provide opportunities for constant improvement in customer experience.

Consumers have heard it countless times, “Calls may be monitored or recorded for quality purposes.”

If TXU Energy used such a phrase, it more accurately might say, “Our CEO and the entire leadership team are listening to help ensure an excellent customer experience.”

Since 2012, top TXU Energy leaders have logged more than 5,000 hours listening to calls between customers and TXU Energy customer care representatives. The program helps leaders understand how processes and policies affect the company’s people and customers. It’s also delivered key changes that make TXU Energy even easier to do business with.

“We have an unwavering commitment to our people and our customers,” said Jeff Camp, vice president of contact center operations. “By sitting knee-to-knee with our frontline people, we see and hear how they are able to use our sales and service tools, we hear how our customers respond and we find opportunities for constant improvement.”

Among other things, the customer listening program has led TXU Energy to give customer care representatives more flexibility to respond immediately to customer needs. It also has been the impetus for new deposit policies and processes to help customers get service started.

“There are all sorts of ways to get customer feedback, but there’s no substitution for hearing them as they are in the middle of deciding what plans and products to select or they are facing a challenge for which they need our help,” Jeff said.

In addition to individual listening sessions, managers and key leaders meet regularly to hear recorded calls and discuss how TXU Energy can continue to improve customers’ experiences.

“It’s no accident that our internal and external customer satisfaction rates consistently hit top marks and that we have among the lowest complaint records with the Texas Public Utility Commission,” Jeff said. “Our listening program is just one of the unique ways we make sure everyone is focused on delivering outstanding customer experiences every day.”

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