Adapting Customer Service During a Pandemic: Lessons from Hurricane Katrina
- May 28, 2020 11:36 pm GMT
This item is part of the Special Issue - 2020-05 - Customer Care, click here for more
COVID-19, and the resulting economic impact, is placing pressure on all industries to shift their customer service strategies in order to engage effectively with customers. And utilities are no exception. Especially as many energy consumers face financial hardships and seek guidance for ways to reduce costs without losing service.
Utilities are carefully managing communications with customers. Some have created dedicated programs to reduce costs, generating high response rates. To provide unprecedented value to these customers during a health crisis, utilities must adapt tactics. But what exactly should they be leaning on to do so?
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