april 9, 2014 positive people positive results positive people = positive results

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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

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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 itget 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 Dont 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?

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