Customer Corner
The Cypress, Ltd. Customer Service Center handles over 120,000 calls and transactions each year, and all are handled personally and with detailed concern for our individual customers. The following are selections of the kinds of real calls and real responses our customers can expect, everyday.
Giving Thanks
"An older gentleman called over the Thanksgiving holiday and asked to speak with Dan, one of our Customer Service representatives. Dan was not in that day, so I asked if I could help. The gentleman replied, "No, thank you. Everything's fine. I just wanted to wish Dan a happy Thanksgiving and let him know I found someone to spend the holiday with." Apparently, earlier in the month when he had called regarding a rebate, he had mentioned to Dan he was going to spend Thanksgiving alone. Dan offered that if he were feeling lonely on Thanksgiving Day, our Customer Service Representatives would be there and encouraged him to call any time on turkey day just to say hello. Appreciative of the extra care and Dan's thoughtfulness, our customer had called back to let Dan know he should not worry and that he would be among friends during the holiday."
Charitie
CSR
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The Added Touch
"I spoke to a customer who signed up for Cool Credit in May 2005 and was put on the program in July 2005. She had been waiting several months for the program to start and did not think she received her $15 credit. She called the Cool Credit department and spoke to three different reps but still was unsure about her status. Feeling overwhelmed and frustrated, she called the Customer Service Center on November 18, 2005 in tears. Her husband was in the hospital dying, she had been dealing with funeral arrangements and, of all things, had added the Cool Credit credits to the her list of worries. I reassured her we could help and asked if she had ever contacted Nevada Power's billing department directly. With voice cracking, she said she did not know whom she had been talking to. I contacted Nevada Power billing for her and spoke to a rep. I explained the situation, including the information that this was a caller who really needed extra care. He immediately found her account and together, we sorted out all the details so that when she was transferred to the billing department, everything would go smoothly - which it did."
Kristen
CSR
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Extra Care
"I received a call from an elderly woman. She said she was on a fixed income and couldn't afford her monthly electric bill. She listed the appliances she used in her home and mentioned there was a freezer in the garage; it was old and generally, not very full. I explained to her that during the summer months, temperatures in the garage can be significantly higher than outdoors and that this additional "heat" made it more expensive to run a freezer. I talked her through how to pre-cool her home and suggested she close the blinds on all south-facing windows during the day. She called back a month later and said for the first time in years her electric bill was under $100 and she couldn't wait to tell the ladies at Bingo."
Barrett
CSR
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Cool Savings
"I spoke with a customer about a TOU application we received from him. As we reviewed the first year guarantee, he informed me he was on a fixed income and, was concerned that the TOU rate option would not really work for him. We discussed the peak hour rate increase as well as some conservation techniques, but he was still worried the TOU would lead to higher bills. In light of this, I suggested the Cool Credit Program. I explained the details of the Cool Credit Program and how it would affect his A/C in the summer months as well as the credit to his power bill. As we compared the two programs, he decided the Cool Credit Program would indeed better suit his situation. He was very pleased with the information and appreciative I had had been able to recommend an alternative program to him."
Christina
CSR