The Power of Our People: Listening to Our Customers During a Time of Need
Our customer care agents typically are the employees our customers interact with the most. As the friendly and helpful voices who field customer phone calls, they’re crucial to ensuring a great customer experience. During the COVID-19 pandemic, their skills proved more important than ever. Charlie Petry, a business solutions associate based in Hurricane, West Virginia, embraced being the “face” of AEP for our customers.
In his role, Petry works with business customers and non-residential accounts managing standard customer service tasks. When the economy began to feel the impact of the pandemic, he and his colleagues fielded an increase in calls from businesses asking for help with their bills.
Petry was part of a team at AEP trained to help customers understand and leverage the loan and federal and state relief options that were being offered.
“Our jobs and our customers’ jobs and lives have changed so much,” Petry said. “I think one of the greatest services we provided was just being here to listen to our customers, some of whom faced the loss of their life savings and the investments they made in their businesses. Being able to help someone who is in dire need is so fulfilling, satisfying and rewarding.”
Petry’s dedication to our customers and his ability to lead with empathy exemplifies the level of service we strive to provide to our customers every day.