The WOW! Awards - Recent Nominations for Scottish Power

Wendy Lee

Hi Wendy Lee in my team has gone the extra mile for one of our vulnerable elderly customers. While on the enquiry call the customer mentioned that her husband was her carer as she was bedridden, however her husband had taken ill and was now also in bed unwell. He was now unable to go to the shops for food or make meals for them both. Wendy asked her if she had any home helps etc. and she said only to change her bed pads and not to make meals. The customer said they would both be better off 6 foot under! Obviously really concerned Wendy asked the customer�s permission to call the local Help The Aged on her behalf to see what help she could get, customer accepted this offer of help.Age Concern who put her in touch with local Age Concern who then put her in touch with local social services. They told Wendy the customer did get meals on wheels but Wendy stood her ground and insisted that the customer said they didn�t. They then checked the computer files and realised the customer didn�t receive the meals. They then informed Wendy that they would send someone round to call out and check and make arrangements for futher help. I am sure you will agree Wendy went over and above the call of duty and took the personal touch in helping out this customer in need. Regards xxxxxxxxx

Nominated By: On behalf of customer
Date: 02/02/12 11:40:00

Sue Wainwright

From: xxxxxxxxxx, xxxxx Sent: 01 February 2012 13:34 To: xxxxxxx, xxxx Subject: a/c XXXXXXXXXXXXHi xxxx Mr LXXXXXXX wanted me to advise our Senior Management what a GREAT Customer Service Team we have. He said that he had been with other suppliers in the past, but we are the Best Ever!!He also wanted to say a BIG thank you to our Home Comfort Engineers, his boiler broke, and the customer was without heating, he has a young baby and was concerned about the lack of heating, but the boiler was fixed immediately when reported to Scottish Power. Thought I should share this with everyone Cheers xxx

Nominated By: On behalf of customer
Date: 02/02/12 10:15:18

Nita Lewsey

I wish that Nita be considered for an award due to her quick understanding of the detailed messy position that we unravelled. She acted promptly, efficiently and effectively with good nature and understood the frustration that we had experienced. The issue was resolved, bills finalised and we continue our relationship with ScottishPower on all our accounts! A job well done!! Nita Lewsey Scottishpower PLC POD SUPPORT TEL (Internal) xxx xxxx TEL (External) xxxx xxxxxxx

Nominated By: Andrew Stevens
Date: 01/02/12 13:24:48

Jamie Wilcox

From: XXXXXXXXXXXXXXXX Sun Jan 29 20:45:30 GMT 2012 Subject: Jamie Wilcox Hello,Id like to pass on my thanks to a young gentleman who spoke with my son last week, he was trying to sort out an issue with my billing. I had called before to voice my concerns that the meter reading was incorrect and to give the correct ones. As Ive just moved over to you for cheaper rates, I could not understand this. Jamie Wilcox, one of your advisors spoke to my son on Wednesday 25th of January. I was getting quite upset about the situation and my son spoke with him for me. He dealt with the call in a very efficient and caring manner and identified that the serial number on the meter was different to the one you had on file. As the meter was changed, Mr Wilcox was very clear. He managed to relax the whole situation which unfortunately had me quite worried, so, Id like you to thank him from me. If you can please pass this on to his superiors to highlight his excellent customer service.Many Thanks

Nominated By: On behalf of customer
Date: 01/02/12 12:31:06

Alicia Hamill

From: xxxxx, xxxxxx Sent: 26 January 2012 09:35 To: xxx xxxx xxxxxx xxxxxxxx Cc: WOW Awards Subject: well done Morning allI have just had a xx xxxx on the phone wanting to praise Alicia with the top class service that she has provided while dealing with his complaint!!Well done Alicia �ºxxxxxx xxxxx xxxx xxxxxxx xxxxxxxx xxxx xxxxxxxx xxxxxx xxxx xxx xxxx

Nominated By: On behalf of customer
Date: 01/02/12 11:56:02

Keira Knight

I would like to nominate Keira Knight for an award because when I phoned she was very helpful and curteous.

Nominated By: Mark court
Date: 31/01/12 19:11:14

Donna Wall

Donna showed considerable tact and patience when tackling a missed meter reading complaint. It was very pleasant to discuss with her solutions to the problem and to resolve it amicably. To sum up I was stressed before I spoke to her and I am very much calmer now.Thank you Bob Rutherford

Nominated By: Robert Rutherford
Date: 31/01/12 17:10:05

Karen Forsyth

Ms Forsyth and a colleague who has left the employment have worked very hard to solve a very difficult problem which had caused my complaint. The problem has been solved to my complete satisfaction and I have nothing but praise for the work that Ms Forsyth has done. I also praise the speed in which she has always replied to my emails and has always fully explained all matters in a simple and understandable way. She is a credit to your company. She always delivered unlike those who I spoke to earlier in the problem who promised but never delivered action. Without her actions Scottish Power would have received a much greater complaint and possibly been liable to greater losses.I have no hesitation in nominating her for this award.

Nominated By: Roger Darke
Date: 30/01/12 18:08:58

Heather McDaid

From: xxxxxxxx, xxxxx Sent: 24 January 2012 15:04 To: xxxxxxx, xxxxxxxxx Cc: xxxxxx, xxxxxxx Subject: xxxxxxxxxxx Importance: High Hi xxxxxxxxx,xxxx xxxxxxxxx wanted to pass on her thanks and appreciation on how well Heather dealt with her enquiry. She wanted to comment on how helpful she was in choosing a new package to help her to save some money. Heather was �efficient and couldn�t do enough to assist her with her enquiry�.Thanks xxxxx xxxxxxxx xxxx xxxxxxx xxxxxxxx xxxxxx xxxxxxxx xxxxxInt tel no xxx xxxx Ext xxxx xxx xxxx xxx xxxxxxxxxxxxx.xx.xx

Nominated By: On behalf of customer
Date: 30/01/12 14:46:40

Sarah J Brookfield

I had twice reported a problem regarding my account, but over a period of four months had not received any reply. After I lodged a complaint, Ms Brookfield came up with a suitable solution on the following working day. She was efficient and courteous, and also followed up on the solution to make sure it had been implemented satisfactorily. It was excellent service.

Nominated By: Dr John Andrews
Date: 26/01/12 17:36:43

Janet Kernot

Janet Kernot has gone the extra mile to investigate my complaint, when I spoke to other staff before Janet, everyone made me felt I was lying or did not submit the correct meter readings. Janet investigated my submissions and telephone conversations with staff and was able to confirm I did actually gave the required readings correctly over the phone, but different readings were entered in error by Scotish Power staff. She apologised on behalf of Scotish power, applied the correct readings, offered a goodwill compensation and gave me options of tariffs I was entitled to change to at the period of the incident with a backdating to the date of the tariff change. If only every staff was like Janet, the world will be a beautiful place!

Nominated By: Charles Felix
Date: 26/01/12 10:47:32

Graham Forrester

my family has been in debt with high electrical bills of xx pounds per week. We have had this problem since we moved into our house 4 years ago. Graham Forrester took a lot of time and effort into finding our problem and my family have been phoning around for 4 years and everyone said to us your electric is right what is burning well Graham Forrester soon got to the bottom of it big thank you to Graham Forrester for all your help.

Nominated By: craig clark
Date: 24/01/12 10:57:38

Graham Forrester

The department isnt listed above but his name is Graham Forrester Energy Efficiency Scottish Power

Nominated By: Christina Power
Date: 23/01/12 15:53:47

Keira Knight

customer care helping to set up gas elec for next year 2012 /13

Nominated By: j m holland
Date: 22/01/12 15:48:58

DARREN GARNETT

FIRST CLASS ASSISTANCE IN TAKING MY WORRY OF NO HEATING FOR MY FAMILY & FAMILY HOME. GETTING ALL THE GUYS TOGETHER TO FIRST "GET THE GAS BACK ON" CARRY OUT PREPERATION FOR ENGINEERS & BACK UP TEAM TO REPLACE THE FAULTY ITEM. THE TEAM ON SITE DUG UP THE MONO BLOCKS WITH GREAT CARE & INSTALLED THE REPLACEMENT UNIT, LEAVING THE SITE IN A SAFE BARRIER OFF CONDITION. "WELL DONE THE BACK UP TEAM" MANY THANKS TO YOU DARREN & THE TEAM FROM SCOTTISH POWER. VERY BEST REGARDS DAVID & LINDA BEAN

Nominated By: DAVID BEAN
Date: 19/01/12 12:37:44

Scottish Power

Hi,after getting to talk to Nicola Murphy from customer service,she was excellent and very quickly resolved my complaint,very professional and a credit to s/power customer care team. Thank you Nicola so much for all the help you did for my parents they are so warm now. Nice to talk to you on the phone so many times. all the best regards Julie Quibell(Yeomans) xxxx

Nominated By: julie quibell
Date: 19/01/12 10:19:28

Graham Forrester

From: xxxxxxxx xxxxxx [mailto:xxxxxxxxxxxxxx@xxxxxxx.xx.xx] Sent: 18 January 2012 15:46 To: Forrester, Graham Subject: RE: energy efficiency xxxxxxxxxxx Hi Graham, As you suggested, I have turned everything off for one hour - result: NIL which in itself was very useful.I then purchased a Plug-in Power and Energy Monitor(£xx) and have been recording my electricity usage over a number of days on different appliances.EUREKA!!!!!! My energy guzzlers have been my two electric fires using a daily usage of 16 kwh each (xxkw for both!!!!). This should save me a approx £xxx per month. Of course these are no longer used!My recent readings are: xx.x.xxxx = xxxxx xx.x.xxxx = xxxxx Diff: xx I am delighted with the findings and very pleased that this has been finally resolved and that my bills will be reduced to a far more acceptable level.Many thanks for all your help Graham. Kind Regards xxxxxxxx

Nominated By: On behalf of customer
Date: 19/01/12 08:54:15

Sarah J Brookfield

Hi,After spending more than 6 hours waiting on a reply to the Boiler Homecare telephone number, I called your complaint line and spoke to Sarah. She was excellent and very quickly resolved my complaint and confirmed this by email within a few hours. I was very disillusioned with Scottish Power having only recently decided to move over all my business from Scottish Gas and thanks to Sarah I will leave my gas and electricity supply with you for the time being. I however have cancelled my Homecare agreement and I do think you need to urgently address this area of your business ( I.e. it is almost impossible to get through on the numbers provided) as I am sure many more people will cancel.Francis.

Nominated By: Francis Brady
Date: 18/01/12 17:09:33

Graham Forrester

Graham Forrester has given me regular and very helpful support on my Gas energy usage as I was a very high user.With his valued help and experience I have acted on his advice and I have been able to save approx £117 per month. I have tweeked my energy usage and I am not now liable to move to a competitive energy provider. Thank you Graham!

Nominated By: Margaret Taylor
Date: 18/01/12 16:40:31

Graham Forrester

Graham Forrester on the Energy Effieciency line, was completely professional but also show empathy towards my situation....its embarrassing to ask for help when your struggling to pay bills, but Graham showed me nothing but the upmost respect and dealt with the call with compassion.,..what a great asset to your company

Nominated By: gillian quartey
Date: 18/01/12 10:52:30