April 9, 2014 Positive People Positive Results Positive People = Positive Results.

April 9, 2014

Positive People = Positive Results

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Georgia Power Customer Care+

About Georgia Power…

• Largest of 4 electric utilities that make up Southern Company

• Serves 2.4 million customers in 155 of Georgia's 159 counties

• Owns a network of 14 generating plants and

20 hydroelectric dams spread across the state

• Has been providing electricity for over a century at rates well below the national average

• Visit GeorgiaPower.com to learn more

C a l l C e nt e r

10.5 MillionCalls

O ffi c e s

7 Million Transactions

We b

12 Million Transactions

2013 Customer Contacts

Customers

Healthy Capital

Spending

SafetyHigh Reliability

Low PricesHigh Customer Satisfaction

Constr

uctiv

e

Regula

tion

…Of LifeThe Circle…

Our People

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What do we mean by positive people?

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Contributors Leadersvs.

SouthernStyle

Honesty, respect, fairness and integrity drive our behavior. We keep our promises and ethical behavior is our standard.

We are dedicated to superior performance throughout our business. Our priorities are safety first, teamwork, diversity and continuous improvement through strong leadership.

We are committed to the success of our employees, customers and shareholders and to citizenship and stewardship in all our actions.

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Must clearly define what you need

Unquestionable Trust

Superior Performance

Total Commitment

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Unquestionable Trust

Honesty, respect, fairness and integrity drive our behavior. We keep our promises and ethical behavior is our standard.

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We are dedicated to superior performance throughout our business. Our priorities are safety first, teamwork, diversity and continuous improvement through strong leadership.

Superior Performance

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We are committed to the success of our employees, customers and shareholders and to citizenship and stewardship in all our actions.

Total Commitment

Some key behaviors when speaking with customers…

Behaviors are important

Greeting Tone Pace Acknowledging Word Choice Offering Options Asking Questions Summarizing

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Mission Statement - Inspire each individual to deliver World Class value by:

Modeling the Behaviors

Igniting the Passion

Empowering Others to Act

Challenging the Status Quo

Transformational Leadership

Modeling the Behaviors

Igniting the Passion

Empowering Others to Act

Challenging the Status Quo

Embrace Transformational Leadership philosophy

Establish behavior based expectations

Tighten the range of tolerance to ensure we are World Class

Formalize the coaching process

Leaders must

People first Proactive empowerment Results Personal accountability Execution Products Detail Passion Straight talk with respect Show me The answer is in the market

Organization structure Waiting to be empowered Visions Assigned accountability Strategies Concepts Generalizations Rationalizations Polite talk with hidden meaning Tell me Not in meetings

More Less

More versus Less list

Positive people can

Inspire Others

Be Trusted

Create Great Work

Environments

Effectively Manage Diversity

Constructively Manage

Resources

Connect with Customers

Make difficult experiences

tolerable

Garner Employee

Commitment

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More about positive people…

Typically positive comes from inside (innate behavior)…

Positivity

so you hire for it, if possible

so people may need to change their perspective

Being positive is a choice…

so the more people get it…get it

Positive spirit is infectious…

Work/life balance sustains being positive…

so you must strategically plan for it

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How to get positive results?

30% visit our business offices 30% pay bills online

Customer Continuum

All customers are not the same

Keepingthe

lights on

Servingwith asmile

Keepingour

commitments

Gettingit right the first time

Owningthe

issues

PaperlessBilling

Online Energy

Checkup

Payment Options:

Credit Card

Payment Options:Pre-Pay

MobileCommunications

OutageCommunication

Social Media

TextMessaging

AppsDon’t forget the fundamentals…

C O M M O D I T Y1¢ to 2¢ a cup

G O O D S5¢ to 25¢ a cup

E X P E R I E N C E$2 to $5 a cup

Strive to offer more

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What does it look like when positive people get positive results?

Winter Storm Duty

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Winter Storm Pax

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Questions?