This special interest group is where customer care professionals share tactics on how utilities are improving interactions with their customers. 


Customer Care Roundup: Recent Must-Read Posts From Fellow Community Members

image credit: ID 114571316 © Enjoys |
Karen Marcus's picture
Freelance Energy and Technology Researcher and Writer Final Draft Communications, LLC

In addition to serving as an Energy Central Community Manager, Karen Marcus has 25 years of experience as a content developer within the energy and technology industries. She has worked with...

  • Member since 2017
  • 416 items added with 353,750 views
  • Sep 17, 2020

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.

Five Ways To Build Awareness Around Your Flex Pay Programs

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.

The Virtual Event Customer Care Conundrum

By Paul Korzeniowski, posted on September 10

Image Credit:  Illustration 25602232 © Boguslaw Mazur |

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.

Communicating Compassion To Customers in Tough Times: Six Connections Suggestions for Showing Empathy

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.

What Does Omni-Channel Mean for Utilities? Hint – It’s Not Always About Digital Transformation

By Mark Wilkinson, posted on August 26

Image Credit: Photo by Torsten Dettlaff from Pexels

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.

How Utilities Can Help Consumers Save Energy During COVID-19

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.

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