Lending a Hand to Customers in Need 10 - Inside Edison

Customer Hero:Paul GarciaJack K. HortonHumanitarian AwardSILVERSILVERThe customer who recommended CustomerSolutions Representative Paul Garcia forhis Customer Hero award was one he’s workedwith for several years. After the customer’s firstcall, she began requesting Paul“Paul and ourother creditadministratorsalways putthemselves inthe customer’sshoes.”WHO’S next?Find out how to submita nomination for theCustomer Championand Horton awards athttp://inside.edison.com.specifically for help in dealingwith a series of increasinglycomplicated circumstances.“She went through a verydifficult time with family problems,and she lost her business,”said Paul.Over the years, Paul workedwith the customer to set uppayment arrangements, investigatecosts and identify waysto save energy.“Paul found a way to listen and still get hisjob done,” the customer said. “So many collectorsfeel the only way to deal with latepayments is to be harsh and even6 insideedison • http://inside.edison.comunkind. Paul has never been either.”“Paul and our other credit administratorsalways put themselvesin the customer’s shoes,” said AidaDiaz, an account collections supervisor.“This situation shows what ourteam is made of.”Darrin HelmanBusiness AnalystOperations SupportDarrin was at lunch when acolleague began choking.Darrin immediately performedthe Heimlich maneuver, dislodgingthe food and enablinghis colleague to breathenormally.BRONZERandy CooperNuclear Security OfficerSan Onofre NuclearGenerating StationRandy insisted a coworkerwith chest pains seekmedical attention. They discoveredthe coworker had arteryblockages that could have ledto a massive heart attack.Margarita GevondyanAttorneyLawRita and her family weredriving in a blizzard whenthey saw that a car had runoff the road. Rita called 911and stayed with the driver, herdaughter and their dog untilhelp arrived.BRONZEEric DeanField Service RepresentativeCustomer ServiceEric saw a coworker trappedunder a heavy metal gate.He helped free her, askedcoworkers to call 911 andstayed on the scene until anambulance arrived.