Oncor to Recognize "The Voice of the Customer"

Then, Oncor will promptly hang up on that customer.I kid, I kid!But, seriously. Oncor sends word today that, well, sure, maybe the energy provider's gotten a little too big in the britches. Maybe it's lost touch with the common man, woman and child who'd like to find out why, days...

By Robert Wilonsky

May 6, 2010

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Then, Oncor will promptly hang up on that customer.

I kid, I kid!

But, seriously. Oncor sends word today that, well, sure, maybe the energy provider's gotten a little too big in the britches. Maybe it's lost touch with the common man, woman and child who'd like to find out why, days after a power outage, the fridge is still warm, the house is still cold and, dadgumit, nobody's taken their calls except an answering machine that promises only lies. In other words, "Oncor is not as in touch with the customers as they want."

And so today it has announced the creation of a new job title: Chief Customer Officer, a gig that goes to one Brenda Jackson -- lucky! Says Oncor Chairman and CEO Bob Shapard in a statement, "Recent events have shown us that we need to reinforce our relationship with the people we serve and step up and help them. Customers told us they need us. We're listening and changing." It's not clear from the release exactly what she'll do, except care. Real hard.

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