Customer Care Roundup: Recent Must-Read Posts From Fellow Community Members
- Nov 12, 2020 10:09 pm GMT
Greetings Customer Care members!
For months, health experts have been warning that a new wave of COVID-19 infections could be expected as colder weather set in. Now that we’re well into fall and approaching winter, those dire predictions have unfortunately been proven accurate. After establishing numerous guidelines and programs to assist their customers, utilities are being called upon to do even more to help them pay their energy bills and keep the lights on. Possible new initiatives include offering bill-pay assistance, creating useful energy-saving programs, and continuing shutoff moratoriums.
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 Matthew Olney, posted November 10
The Office of Gas and Electricity Markets (Ofgem) in the U.K. has published a new report about consumer concerns. Here, Matthew summarizes the report, including the troubling fact that young people are the most worried about their ability to pay their energy bills during the pandemic.
By Andy Gotlieb, posted on November 9
In this piece, Andy mentions several trends that might affect public relations as the new year approaches. He advises utilities to focus on the health and safety of both customers and crew, promote energy-saving programs, and use new technology and social media to connect with isolated customers.
By Henry Craver, posted on November 3
Many utilities adopted a position of suspending service cancellations at the start of the pandemic. In this article, Henry describes the implications of continuing this policy for the duration, pointing out that the current economic challenges may actually present the unique opportunity to be seen as the “good guy.”
By Ved Sen, posted on November 2
In this post, Ved explains how utilities are contributing to eldercare through home automation. Deployments include sensors that can track and detect challenges with seniors’ movement, sleep, and other indicators, and send alerts to caretakers or healthcare professionals if needed.
By Karen Marcus, posted on October 20
Since the pandemic started, utilities have been promoting programs to help households keep their power on. Here, I describe the efforts of three utilities — Xcel Energy, Duke Energy, and Nicor Gas — in providing bill credits and bill payment assistance to get customers through this trying time.
No discussions yet. Start a discussion below.
Get Published - Build a Following
The Energy Central Power Industry Network is based on one core idea - power industry professionals helping each other and advancing the industry by sharing and learning from each other.
If you have an experience or insight to share or have learned something from a conference or seminar, your peers and colleagues on Energy Central want to hear about it. It's also easy to share a link to an article you've liked or an industry resource that you think would be helpful.