One summer afternoon, you notice dark clouds building in the distance. You check the weather and realize a storm is approaching. Twenty minutes later, the intense lightning, rolling thunder and howling wind indicate the storm has arrived. As the storm strengthens, the lights flicker sending you to retrieve a flashlight. Suddenly, the lights go out. You contact Fayetteville Public Utilities to report the outage. A friendly FPU customer service representative answers immediately, takes your information and reassures you that an FPU crew will respond shortly. Despite the remnants of the lingering storm, you soon hear a truck and look out to see an FPU crew assessing the problem. Not long after, the lights return, and you are thankful for the quick response of your local utility.
When Fayetteville Public Utilities’ customers visit or call the utility, their first stop is the customer service department where representatives provide electric, natural gas, water, wastewater, internet and phone customers with individualized support. If customers call to report a problem, find an internet plan that best suits their needs, ask a question about new construction or determine if natural gas is a good option for their families, FPU’s customer service team will be able to help. Their dedicated representatives possess the knowledge and resources to assist customers with all aspects of the utility.
“Our approach to customer service is simple yet effective,” said FPU CEO/General Manager Britt Dye. “We are local people serving local people. FPU employees live, work and raise families in Fayetteville and Lincoln County, too. Alongside our customers, we shop at local businesses, attend neighborhood churches, coach little league teams and make a difference in this community. When customers contact FPU, they interact directly with someone who is a friend and neighbor. We want to provide our community with the best service possible.”
FPU customers desire options to accommodate their unique lifestyles and preferences. Some consumers enjoy the convenience of drive-throughs and digital services like FPU’s SmartHub app, which provides account management at the customers’ fingertips. Other consumers prefer oneonone interaction and traditional experiences. FPU offers the best of both worlds. Some questions can be addressed with a straight-forward reply, but many requests need a personalized answer from a person who can address the customer’s unique needs. FPU representatives provide live help and an individualized experience.
“The next time you contact FPU, know that the person across the desk or on the line appreciates the opportunity to serve you better,” added Dye. “Our customers are our foundation and the reason we exist. For generations, FPU has served this area with reliable and affordable electric, natural gas, water, wastewater and telecommunication services. Like you, our children and grandchildren call Fayetteville and Lincoln County their home, and we desire to improve the quality of life and see this community grow and flourish for generations to come.”