GVEC has a long-standing reputation for delivering stellar customer service. We feel part of the reason we’re able to exceed expectations is because our employees live and work in the same communities as our customers. This means the professionals at GVEC have a vast understanding of the needs and wants of our consumers on a more personal, local level. That also means they follow the Golden Rule of customer service: “Treat the customer you serve the way you would expect to be treated.”
This may sound like a simple enough task, but when you speak to dozens upon dozens of people each day, this can be a tough job. But that’s what set GVEC customer service representatives apart from others. They keep that Golden Rule at the forefront of their minds, prioritizing and working to understand the specific needs of every person they interact with, to provide the top-notch outstanding service GVEC is known for. And for that, we are truly grateful.
That’s why, every October when Customer Service Appreciation Week rolls around, GVEC goes big!
Customer Service is Key
According to GVEC Customer Service Manager Jeff Bowles, one reason delivering great customer service is important to the Cooperative is because it makes us stand apart from other companies. “GVEC is built on great customer service. It’s a part of our values, and more than that, it’s how we believe people should be treated—plain and simple. We make sure our local employees are available to answer our members’ and customers’ calls. Many other companies use an interactive voice response system to answer the majority of their calls. At GVEC, we make sure we’re here to help, and that includes keeping a mindset of what CAN we do—not telling customers what we can’t do. For example, if we can help a customer by changing a billing cycle or creating a payment arrangement or sending a tech out to the location to address an issue we aren’t able to resolve an issue over the phone, that’s what we’ll do.”
Because of this, it’s important to us to celebrate the employees responsible for making our goal of delivering stand-apart customer service a reality. “It’s imperative to recognize the folks who are the first face or voice our customers see or hear when walking into an office or calling GVEC. Our CSRs aren’t just responsible for directing calls—they possess a tremendous amount of knowledge needed to answer electric, internet or beyond the meter service questions. We are a 24/7/365 company, and our CSRs are always on call to help if needed. For instance, during storms and historic events like Hurricane Harvey and [Winter Storm] Uri, our CSRs were here around the clock, even sleeping in offices, to make sure our customers and members could speak to a live person while linemen and technicians were out working on the power lines or internet issues,” said Bowles.
So what kind of person does it take to achieve this customer service-centric corporate mission? According to Bowles, a couple key things GVEC looks for in hiring potential CSRs is a positive mindset and demonstrating the ability to provide a high level of customer service. “Most people can learn all the information our CSRs need to know. But if they can’t listen to our customers and members—and work with each one individually to address their specific questions or concerns with a high level or knowledge AND customer service—we’d be just like everyone else.”
Showing our CSRs Some Love
Schertz Office Manager Colyn Beavers tells us a few of the ways the offices celebrate our beloved CSRs during Customer Service Appreciation Week. “In 2021, all the office managers got together and created a video thanking our CSRs for all they do. Often, we do a theme each day of the week—taco day, ice cream day, “thanks a latte” with coffee, nacho bars, gift baskets. Did I mention food?”
Although Customer Service Appreciation Week is a special five days in October each year, Gonzales Office Manager Heather Peterson notes it’s not only then that GVEC office managers recognize the hard work their staff does throughout the entire year. “The office managers and I like to show our appreciation more than just one week a year. I like to show my appreciation by sometimes bringing in breakfast or picking up Sonic drinks in the afternoons, or just brining them some simple treat on a random day—just something to let them know the work they do for our members and the Cooperative each day doesn’t go unnoticed.”
This year, Customer Service Appreciation Week is October 2-6. So if you happen to call or come by one of our offices during that time, feel free to join us in expressing some extra gratitude to our CSRs for the friendly, reliable service they deliver each time they provide a great GVEC experience to those they serve.
