“TAURON uses plain language” is a project implemented for several years, which involves simplifying formal and legal documents, messages and letters addressed to the customers. In 2017, we started cooperation with Tomasz Piekot’s Language Workshop, which trained several hundred people, who are in direct contact with customer service, with respect to simplifying the official language used. We have also selected language consultants, who act as ambassadors of simple communication in the TAURON Group.
As part of the project, in 2019, we developed Stylobuk (Style book), a handbook for effective communication with customers. It is based on 8 principles, thanks to which we can introduce a simple language to our communication. We have included many examples of our communication with customers in the book, along with suggestions on how to simplify such messages.
As part of the TAURON uses plain language project, in 2019:
- we selected 15 in-house trainers, who were trained and obtained a certificate of Tomasz Piekot’s Language Workshop and can conduct in-house training courses in effective communication,
- in-house trainers conducted 24 training courses on the principles of effective communication with customers,
- we trained 31 new language consultants,
- we created a project website on the Group’s intranet, where users will find: Stylobuk, information about consultants and language advice (tips) that our consultants write.
We also conducted e-learning training on the principles of effective communication, addressed to employees of the following subsidiaries: TAURON Polska Energia S.A., TAURON Sprzedaż and TAURON Obsługa Klienta. The goal of the training was to show the principles of effective communication in a simple and accessible way. We also wanted to present the adopted principles also to those employees who do not communicate with customers on a daily basis. The table shows the percentage of the TAURON Group’s employees who have successfully passed the final exam.
Percentage of the TAURON Group’s employees who completed the training on the principles of effective communication and successfully passed the final exam in 2019
||Employees who completed the training and passed the final exam
|TAURON Obsługa Klienta
|TAURON Polska Energia
In 2019, we also worked on simplifying letters addressed to customers – we changed the templates of nearly 70% of them. Their quantities are shown in the illustration.
Number of simplified letters addressed by the TAURON Group to its customers in 2019
We want our customers to receive reliable information from us about the products and services we are offering, and to communicate in a simple language that each of them would understand. We are trying to verify the level of understanding of our messages by customers from different age groups and with various education levels, and we strive for their maximum simplification.
As a result, in 2019, we did not have any cases of non-compliance of products and services with respect to the information and labeling thereof, as well as any cases of non-compliance regarding marketing communication in the entire TAURON Group.