Customer Care Roundup: Recent Must-Read Posts From Fellow Community Members
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- Sep 17, 2020 9:07 pm GMTSep 17, 2020 5:38 pm GMT
- 534 views
Greetings Customer Care members!
Quality communication is always important, and even more so during challenging times. As the pandemic continues and financial woes follow, it’s critical for utilities to reach out to customers about things like flexible payment programs and energy savings. It’s also important to give them opportunities to connect through the channels of their choice and with virtual events that mimic in-person gatherings. Through it all, the “how” is just as important as the “what,” so utility representatives must be sensitive to customers’ evolving concerns.
As always, your fellow community members have shared their wisdom and expertise on these topics and many more. To see them all, visit the Customer Care Group. Or, for some intriguing highlights, click through using the links below. Be sure to like your favorite articles, and remember your comments are always welcome.
Happy reading from Energy Central Community Manager Karen Marcus.
By Layna Shuppert, posted September 15
As the pandemic lingers, customers may not be telling you they’re unable to pay their bills. So, it’s up to you to reach out with payment options. Here, Layna offers several ways to do so, including working with a communication partner and using social media, local media, podcast ads, or direct mail.
By Paul Korzeniowski, posted on September 10
As we all know, the (not so new anymore) new normal includes replacing in-person events with virtual substitutes. In this piece, Paul explains why they’re not as effective as live gatherings and what you can do to improve outcomes.
By Kate Zabriskie, posted on September 9
In this article, Kate provides several cringe-worthy examples of tone-deaf interactions between businesses and customers. Then she describes how to avoid this kind of communication. The key? Use empathy to craft appropriate messages and approaches.
By Mark Wilkinson, posted on August 26
While omni-channel customer service goals are worthy, Mark suggests in this piece that the true objective of any utility communication plan should be to ensure customers can easily find what they need, when they need it, however they choose to connect.
By Patty Durand, posted on August 22
Amid all the trials of the COVID-19 pandemic, financial instability may be one of the most challenging. In this post, Patty notes that, as a result, many are unable to pay their energy bills. She lists several useful actions utilities can take to help customers keep their energy use down.