TXU Describes Customer Service "Listening Program"

TXU Energy has released details of its "Listening Program" to improve customer service.

The two-pronged Customer Listening Program initiative involves listening to customer calls and "shadowing" customer care representatives at the company's contact centers.

TXU Energy said that requires its senior management – and encourages all its employees – to participate in its Customer Listening Program.

The company began its Customer Listening Program in 2011 to provide a forum for leaders throughout the organization to more directly experience its customer service from both the customer's as well as the customer care agent's perspective. The program's primary goal is to understand how the company's policies and business rules affect the customer experience.

Customer feedback from the program has driven:

• A "friendlier" IVR system that gives customers faster, more effective answers.

• Improved, easier billing and payment processes.

• Innovative products and services tailored to customers' energy needs and preferences.