Stephanie Schweighardt is Division Director of General Administration and Rosemary Tutt is the Manager of the Customer Services Branch of the Kentucky Public Service Commission.
It was a bright, crisp winter day when Public Utilities Fortnightly went to Kentucky's capital to meet with the Kentucky Public Service Commission. Despite the snow on the ground, we had a warm welcome inside. PUF met with the PSC's three commissioners and its staff. Stephanie Schweighardt is Division Director of General Administration, and Rosemary Tutt is the Manager of the Customer Services Branch.
PUF: Rosemary, what is your role here?
Rosemary Tutt: We take calls, emails, and faxes from our customers who have complaints that they have not been able to resolve with the utility companies.
PUF: Are those communications difficult to manage?
Rosemary Tutt: They can be very difficult, because usually by the time the customer has called us, they're already very upset.
PUF: Can you give an example?
Rosemary Tutt: A customer was without water over the weekend, and he was upset because there was no local person he could contact. Every time he called, he was getting into a call center. The only response was, we are aware of the issue. So, the customer is like, well you may be aware of it, but that doesn't help me.