At the July Leadership Forum, Dennis “J.R.” Peckinpaugh, Construction Specialist III, was announced as the most recent winner of the Customer Champion Award.
In two particular situations within the same week, Peckinpaugh went above and beyond to assist customers with gas service during the winter. At both homes, the heating systems failed and the elderly residents were without a source of heat.
In both cases, he worked diligently to expedite these two “emergency no heat” orders and gave the customers his cell phone number so they had someone to call if there were any issues or concerns.
One of the situations was brought to Peckinpaugh’s attention while he was in the field on another work order. A customer who lived nearby approached the Citizens crew and explained that he did not have heat at his home. Peckinpaugh took the time to talk with the customer and instead of telling him to call into the contact center, he started the process and walked the customer through the necessary paperwork.
Peckinpaugh’s nominator explained how he carried out two of Citizens’ pillars – Customer Satisfaction and Performance Excellence – as he made sure the customers’ needs were met and followed up to make sure the process was timely and effective.
“He was proactive and treated the customers with importance,” wrote his nominator. “He provided great customer service and acted as a Citizens Ambassador.”
Peckinpaugh was named a Customer Champion for demonstrating these best practices of owning the customer experience: closing the loop, making it personal, challenging the process, acting with urgency, identifying unvoiced needs, collaborating, knowing the business, and continually improving.
Share stories of how your coworkers also have displayed these best practices by nominating them for Customer Champion Awards! Click on the Customer Champion Award logo on the iTrust home page to access the nomination form. The next deadline is Sept. 28.
