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Programs & services : Customer service standards

 

Customer service standards

The customer is our top priority and we are committed to continuously improving the services we offer our customers, now and in the future.

We satisfy our customers by providing exceptional service, delivering unbiased information, and developing thoughtful and appropriate solutions to customers' energy needs.

We welcome customer feedback as to how we are doing.

Our Service Standards

When you phone us:

• We will provide you with prompt, courteous and professional service.
• When you leave a message, we will respond within 2 business days. If we are unable to respond fully within 2 business days, we will provide an estimate of time based on the complexity of the inquiry.

When you write:

• We will respond to your correspondence within 10 business days. If we are unable to fully respond within 10 business days, we will provide an estimate of time based on the complexity of the inquiry.

When you e-mail us:

• We will acknowledge your e-mail within 2 business days. If we are unable to fully respond within 2 business days, we will provide an estimate of time based on the complexity of the inquiry.

When you submit Reward applications to us:

• We will process your application within 4 to 6 weeks.

When we work with you:

• We will be prompt, courteous and professional.
• Our emphasis will be on doing the job in a way that exceeds your expectations.
• We will keep our commitments.
• We will be clear about any potential conflicts of interest.
• We will aim for win-win situations.

Monitoring our standards:

• We occasionally solicit your feedback through surveys to improve our service.
• A customer service team will oversee all customer service standards.
• If we do not meet our standards, we will implement an action plan to improve our service.

If you are not satisfied:

• We will listen and do all we can to resolve your issue.
• You may request that someone else handle your issue.

Feedback

We welcome your comments on the quality of the service we provide, and on our performance as compared to these customer service standards. Send your comments to quality@weccusa.org.