TotalEnergies Gas & Power

Customer Experience Activities

The Senior Management Team made a commitment to ensure that the ideas we put forward to improve customer experience are picked up and actioned. The newly formed Customer Experience Forum has been doing just that, and at their most recent meeting, chaired by Nicola Johnson and Rob Kerr, the forum sorted the ideas into themes, and will then go through the ideas within each theme to come up with a list of actions. 

The first theme they focused on was communication, as this was a hot topic with a lot of ideas put forward. Six projects have already been identified as potential 'quick wins', and have been given business owners to ensure they get delivered. Here's a summary of those projects:

Communication Theme 

If you have any questions about the projects above, please speak to Nicola Johnson. 

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Last month the TGP Communication Days made it to Cape Town, where the majority of the service to our SME customers is delivered. Much like the UK Communication Days, this involved sharing the TGP strategy and plans for 2019 as well as an update around the transformation projects, plus some outside activities and entertainment to round things off. Led by Rob Kerr and Ian Jenner, who look after the relationship with WNS and our colleagues in Cape Town, we re-used a lot of the materials and artwork from the UK sessions as well as the animations. In a new addition, we also featured a short video from Sion Roberts to give an update on 2018 and the plans for next year.

September was an exciting month at TGP with our 2018 Communications Days. These events are an opportunity to bring people together to meet colleagues old and new, find out how we are performing and plan for TGP’s future together. This year we took a slightly different approach and held the events at Hindleap Warren, an outdoor activity centre. Being in the fresh air gave us a proper break away from the ordinary, and was also another way we could support our charity partner. Fiona Humphreys from Hindleap Warren did a fantastic opening to the day where she explained our relationship and the many ways in which we at TGP have supported them over recent years. We also got to explore the outdoors in an orienteering exercise. Special mention for this must go to The Baigels who rose to the challenge and managed a perfect score!

On the 12^th & 13^th of October two communication days were held in South Africa with our teams based in Cape Town at the Villagers Rugby Club. The days were a great chance for us to share more of our vision for the business and the values we feel will be core to delivering on this. Like the UK events they were designed to be informative, but an opportunity for the teams to suggest ideas and ask questions.

I turned up. I listened. I learned about our new vision. I bought into the new values. I was in awe of the magician. And for the most part, I actually enjoyed myself.