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

2 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

Call Center 10.5 Million CallsOffices 7 Million Transactions Web 12 Million Transactions 2013 Customer Contacts

Customers Healthy Capital Spending Safety High Reliability Low Prices High Customer Satisfaction Constructive Regulation …Of Life The Circle… Our People

6 What do we mean by positive people?

7 ContributorsContributors LeadersLeaders

Southern Style 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. 8 Must clearly define what you need Unquestionable Trust Superior Performance Total Commitment

9 Unquestionable Trust 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. 10 Superior Performance

We are committed to the success of our employees, customers and shareholders and to citizenship and stewardship in all our actions. 11 Total Commitment

Some key behaviors when speaking with customers… Behaviors are important Greeting Tone Pace Acknowledging Word Choice Offering Options Asking Questions Summarizing

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 13 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

17 More about positive people…

Typically positive comes from inside (innate behavior)… PositivityPositivity 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

22 How to get positive results?

30% visit our business offices 30% pay bills online Customer Continuum All customers are not the same

Keeping the lights on Keeping the lights on Serving with a smile Serving with a smile Keeping our commitments Keeping our commitments Getting it right the first time Getting it right the first time Owning the issues Owning the issues Paperless Billing Paperless Billing Online Energy Checkup Online Energy Checkup Payment Options: Credit Card Payment Options: Credit Card Payment Options: Pre-Pay Payment Options: Pre-Pay Mobile Communications Mobile Communications Outage Communication Outage Communication Social Media Social Media Text Messaging Text Messaging Apps Don’t forget the fundamentals…

COMMODITY 1¢ to 2¢ a cup GOODS 5¢ to 25¢ a cup EXPERIENCE $2 to $5 a cup Strive to offer more

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

Winter Storm Duty

28 ….insert quality storm pictures… Winter Storm Pax

29 Questions?