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Zero Harm and Adapting to 2020
January 28, 2021
At AEP Energy, safety is our top priority. And 2020 was no exception. As we conducted business to keep our communities safely powered, we were reminded why innovation and zero harm are two of our key focuses. Having been well versed at striving for both was quite helpful in a year of unexpected twists and turns, and we are even more prepared for 2021.
Adjustments We Made
In March, AEP Energy took giant steps to keep our employees, customers and neighborhoods safe.
- We reassigned our field sales representatives from their work out in the communities to remote access training and educational sessions
- Our contact center Customer Care Team was equipped to work remotely from home and did an amazing job, even increasing their customer satisfaction rating to 96%!
- The majority of all other employees were assigned to work from home, as well
- Safety policies were enhanced as we adhered, and continue to adhere to the current CDC and state health department guidelines, implementing a few additional measures of our own
In preparation for when our field sales teams are back out and about, the following special precautionary policies have been prepared:
- Before beginning their day, each team member will complete the AEP Self Observation Checklist, which includes taking their temperature, checking for COVID-19 symptoms and more. If an employee checks “yes” to any of the items on the checklist, they will not be permitted to work.
- When one of our Field Sales team members approaches your home, they will:
- Immediately vacate your property upon your request
- Wear a face mask or approved face covering
- Maintain a distance of six feet during the visit
- Use hand sanitizer before and after your interaction
- Wipe or spray their tablet with disinfectant before and after each interaction
When the time is right and you have the ability to enroll while a field sales team member is at your home, the following options will be available to make the process as seamless and safe as possible:
- Limited contact enrollment – with a valid email address, customers may enroll by signing the agreement on the employee’s tablet. The employee will sanitize a pen and their tablet prior to customer use. Once the signature has been completed, the customer keeps the pen and the team member will sanitize the device
- If the customer does not have a valid email address, the customer will be required to sign a paper contract instead of the tablet, and the sanitized pen will remain with the customer
- If these options don’t work for the customer, the number to contact our Customer Care Team will be provided for an over-the-phone enrollment
- If you would like to see the price plans available now, click here!
What to Expect in 2021
Though we aren’t completely certain what this year will be like for all of us, AEP Energy is prepared and confident that we will continue to power a brighter future for customers and our communities. Happy New Year, everyone! Let’s make 2021 our brightest year, yet!
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