In a world where customer expectations are continuously evolving, AEP President and CEO Bill Fehrman emphasized the importance of prioritizing best in class customer service.
In this spirit, we celebrate the inspiring stories of our customer champions who go above and beyond to enhance the customer experience and put customers first.
Customer Champion: Karla Bower
Karla Bower, an AEP Ohio technician, recently worked with two customers who were looking to purchase and improve the Hocking Hills Family Fun Center.
Bower faced a unique challenge getting power to the business's power-hungry assets: four giant inflatables.
With a hand from customer design supervisor Scott Rote, she ensured the customers could launch their new venture.
Bower emphasized the importance of empathy.
“Every time I meet with a customer, I try to put myself in the customer's shoes to try and help them while also adhering to AEP's guidelines and policies,” she said.
Her dedication and positive approach left a lasting impression on her customers, who expressed gratitude for her support throughout their journey.
“Karla has been amazing to work with through our growth at the Hocking Hills Family Fun Center,” the owner said. “We would not have been able to open our business on time if it weren't for her tireless efforts and lightning-fast responses to our calls, emails and even texts.”
Karla’s commitment to putting customers first is a testament to AEP’s values and dedication to service excellence.
Customer Champion: Lyle Stogner
As a principal customer services account representative for Public Service Company of Oklahoma, Lyle Stogner utilizes his 40 years of experience and a strong network of colleagues to help customers.
Recently, Stogner tackled a complex high bill issue for a customer living in an older home with gas heat, a new water heater, a large barn and pool, each separately metered, and a submersible well pump.
Through meticulous troubleshooting, he identified an underground circuit issue.
Stogner suggested that the customer turn off the breaker to the well pump overnight to monitor energy usage. The results? Energy usage plummeted, confirming a problem with the aging well pump.
“Problems happen, things break, things fail, and things short out, but if you can help find what that is, then you can go to the next call and try and solve those problems,” Stogner said.