Customer Champion Awards are given to employees who go above and beyond to provide outstanding service to either internal or external customers. Recipients of the award demonstrate best practices of owning the customer experience. At the July Leadership Forum, Paul Gruner, Construction Field Coordinator, was honored with a Customer Champion award.
Gruner, who works within the Energy Distribution Construction department, acted with urgency to resolve a customer’s issue on a Saturday, when he was off work. Instead of ignoring missed calls from the customer, Gruner took action to make it personal by calling the customer back and driving to his home to assess the situation. A sump pump drain line had been damaged by one of Citizens’ contractors, causing the customer’s crawlspace to flood after recent heavy rain. Demonstrating the best practice of knowing the business, Gruner dug by hand until he uncovered the damaged drain line, and then cleared the blockage. He worked to close the loop by making sure the water was flowing to the appropriate ditch line, and checked the customer’s crawlspace to ensure the water was subsiding.
Gruner’s nominator said, “I think Paul exemplified the core values at Citizens with his actions. His intent to listen to the voice of the customer and his quick actions reflect positively on Citizens and our commitment to customer service.”
Nominate Coworkers!
The next deadline to nominate coworkers for Customer Champion Awards is October 31. We encourage you to share “wow” stories that demonstrate the best practices of closing the loop, making it personal, challenging the process, acting with urgency, identifying unvoiced needs, collaborating, knowing the business, and continuously improving. Just click on the Customer Champion logo from the iTrust home page.
