Atmos Energy 2008 Annual Report Download - page 18

A Customer-Centered Vision
Most companies say they focus on the customer. But, with customer contact spread out among separate groups—and
even to foreign countries, it’s dicult to get customer service right. One group might be responsible for billing, another
for collections, another for customers’ calls and yet another for dispatching
service technicians.
Today, Atmos Energy has reshaped that process by putting all
customer-service functions under one organization. We put our
customers in the center and we put ourselves in our customers’ shoes,
redesigning and relearning processes from their point
of view. We are striving to bring fairness, positive
resolution and transparency to every interaction.
And, to make that second-
nature, we treat our
employees that way, too.
16 | ATMOS ENERGY 2008 SUMMARY ANNUAL REPORT
Service has always been a hallmark of our business. And, Atmos Energy
has always taken pride in the men and women who serve our customers
rsthand. From eld technicians who install new service and maintain our
underground infrastructure, to customer billing associates who keep
bills accurate and up to date, to customer call center agents who strive for
resolution on the rst call, to team leaders who look for ways to improve
our service—everyone at Atmos Energy is focused on the customer.
Our Business Is
Service
Our customer call
center agents work
closely with our service
technicians. To better
understand each
other’s job, agents ride
with technicians on
service calls, and tech-
nicians listen in as
agents handle calls.
ClearBill, our free, online bill-analysis tool, can help
customers understand how the weather, number of billing
days and various charges aect monthly gas bills.