Making the Grade

(From left) Chris Cook, Kevin Crane and Clarence Belcher are based at the Bluefield Service Center, and were recently commended by a customer for their outstanding customer service.

(Story by Teresa Hall)

BLUEFIELD, W.Va. — A West Virginia customer’s recent email to the company proves that good customer service does not go unnoticed, and may actually be followed with a reward.

In the message, George Mosko expressed his sincere appreciation to the Appalachian Power employees who responded to his Mercer County home after he called to report a partial power outage.

Mosko wrote, “We were very impressed with your prompt customer service on February 17.

“You can be proud of your employees as these individuals displayed unsurpassed professionalism and courtesy. Kevin Crane, Clarence Belcher and Chris Cook were very prompt in correcting our situation and the response time was within 30 minutes after we made the initial call.”

Mosko added, “Be assured that this type of service is unique in today’s competitive world and you can be proud that you have made the grade in excellent human resource decision making.”

The employees’ excellent customer service was rewarded with the email, which was passed from the Customer Solutions Center to distribution management.

“It’s not too often we receive these,” said Leon Lilly, distribution system supervisor, who received a copy of the message. “This is a nice compliment. Good job!!”