31-Aug-2017

Reconnecting with customers in their communities

NSPThe clock ticks past 9 a.m. on Thursday morning and Kim Barkhouse tidies up her desk, glancing towards the door of Nova Scotia Power’s community service centre in Stellarton.

A customer enters and briefly hesitates inside the doorway. Kim beckons for her to approach with a welcoming smile, and says “Good morning, beautiful day out there isn’t it? How can I help you today?”

Kim is delighted to be a new Customer Service Associate working out of one of four recently reopened community service centres. She works diligently to assist customers with a multitude of requests both in-person and over the phone.   

“I’m so happy to be working for Nova Scotia Power,” she said, her voice infused with enthusiasm. “Interacting with our customers face-to-face is so important, and I know they are glad that we have a presence back in their community. It allows us to better understand our customers’ priorities and provide a more personal touch.”

Our customers are at the centre of everything we do at Nova Scotia Power. We know that our customers want to build relationships with people they can trust, who will listen to their concerns and offer solutions to make their energy choices easier.

Earlier this year we reopened four community service centres across the province to provide customers with another service option, and to improve their overall experience. We are in the process of assessing additional locations to provide customers with the choice of connecting with us in person.

As a single mom, Kim is thankful of the opportunity to work and raise her son in her own community.
“I feel like I’ve accomplished something at the end of the day, knowing that I’ve helped our customers and that I’ve helped to put a friendly face to our company in the community,” said Kim.

In addition to arranging service connections, taking bill payments and providing information on heat pumps, Kim knows that she is also providing a less tangible customer benefit each and every day.

“People are pleased to have a place where they can come talk to us in person, make a payment, see it go on their account, and then have that worry off their mind. Particularly customers such as seniors and those who don’t regularly use the internet,” Kim explained.

Since the Stellarton centre reopened, over 120 customers have been served by Kim and her co-workers, with similar reports from employees working in our other community service centres in Chester, Shelburne and Kentville.  

“Whenever we see someone new come in, we ask them to tell their friends and family about us,” Kim said with a smile. “We want people to know that we’re here; here in their community, ready to serve them.”

We invite our customers to drop by one of our newly reopened community service centres and talk to a local Nova Scotia Power representative. We are proud members of the communities that we serve and look forward to talking to you at our local office about how we can work together to build a sustainable energy future for Nova Scotia.  

See a full list of reopened community depots and hours of operation here.