LP&L explains call center training following June 5 storm

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Updated: 7/13/2013 11:30 pm
Serving about 150,000 customers throughout Lubbock, being a part of LP&L's call center is no small task. 

"What's this fee on my bill? I need to get my service reconnected. I made a payment. How do I make payments? Where do I make payments?"

Kerry Billingsley trains the newcomers, and said training could last up to six months. She said confidence is key, because any kind of situation could be on the other end of the line. 

"We're wanting to build relationships with our customers," Billingsley said. "So, not only do you have to display the behaviors of proper tone, pace, using "Please", "Thank you", using the customer's name, but you also need to be good at what you, and know your job and provide them information. Our goal is first-call resolution, so they don't call back trying to find a different answer, or they were confused."

"They're going to have a long history of dealing with all sorts of customer concerns, but one of the biggest things we're going to deal with are outages."

The storm that ripped through Lubbock on June 5 was the biggest the city has seen since 1970. More than 27,000 customers reported outages. LP&L Spokesman Matt Rose said there is always room for improvement, but the call center was well prepared. 

"Anytime something like this happens, the most important thing you can do is learn from it, and make sure that next time, any issues you that faced, that you have properly addressed them, and next time you have a system that is better equipped to handle that," Rose said. "From the minute that the storm came through, we had internal communications between the people out in the field, the people out in the distribution center, and the people here at the call center."

Rose said the electric company is also striving to reach customers through various avenues, including media releases, the website, and Facebook. 
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